Wahib Philip Sawiris

Process Management SupervisorFull Time

• Job Details:Supervising Corporate Process Management Team • Capturing the as-is process of all business units. • Preparing process documentation according to ISO requirements. • Establishing the KPI base for each process with stakeholders and acting as a consultant for measurement techniques. • Establishing an improvement process using Six Sigma DMAIC methodology. • Improving the currently used diagramming standard and successfully planning and executing the migration to BPMN notation, including staff training and coaching. • Calibrating process modelers in the team to produce consistent output.

Service Level Management Team LeaderFull Time

• Job Details:The purpose is to ensure the operational effectiveness and excellence of the business through a full of range of activities, design and document workflow and make appropriate recommendations that will positively Impact operational effectiveness & reflect the real performance level. Specific tasks include: •Documenting, prioritizing, and tracking requests related to QA reports (changes, enhancements, etc.) & coordinating with the relevant parties to implement these changes. •Ensuring compliance with international standards in the industry •Setting up and maintaining controls and documentation. •Collating and analyzing performance data and charts against defined parameters. •Ensuring the execution of corrective action and compliance with customers' specifications. •Prepares and analyzes internal and external quality reports for management staff review. •Uses quality monitoring data management system to compile and track performance at team and individual level. •Monitoring performance through gathering relevant data and producing statistical reports and analysis. •Responsible to manage the team utilization to ensure high productivity level. •Responsible to report the weekly and monthly achievements to management.

Quality Assurance Team LeaderFull Time

• Job Details:•Responsible for overseeing the quality monitoring process and related activities for a team of quality assurance specialists. •Responsible for the design and implementation of several periodic as well as unplanned reports for various analysis. •Responsible for a part of the coordination between the quality assurance department and other departments. •Helped in the training of new call center agents as well as quality assurance specialists.