Sara Abdelhamed Abdelwahed

Quality AnalystFull Time

• Job Details:• Call Monitoring: Evaluate inbound and outbound calls to ensure compliance with company standards and quality metrics, providing detailed feedback to agents. • Performance Analysis & Coaching: Analyze the agents performance to identify trends, patterns, and areas for improvement, reporting findings to management and provide constructive feedback to agents • Training and Development: Collaborate with training teams to develop and refine training materials based on quality assessments, enhancing agent performance and customer service skills. • Customer Experience Improvement: Identify opportunities to enhance the customer experience based on quality assessments, collaborating with teams to implement changes. • Compliance Monitoring: Ensure adherence to company policies, industry regulations, and best practices, maintaining accurate documentation for compliance purposes. • Cross-Department Collaboration: Work closely with operations, training, and management teams to align quality initiatives with overall business objectives. • Customer Feedback Analysis: Gather and analyze customer feedback (VOC) to assess service quality and identify areas for enhancement, contributing to continuous improvement efforts

Customer Service ExecutiveFull Time

Customer Support SpecialistFull Time

• Job Details: Customer POC for invoices and shipment delivery dates.  Developing/maintaining long-term account relationships.  Identifying opportunities to grow business with existing clients.  Coordinating with staff members to ensure consistent service.  Collaborating with sales team to reach prospective clients.