Abanoub Maher Email & Phone Number

Cairo, Cairo Governorate, Eg

Cairo, Egypt

LXT is an emerging leader in AI training data to power intelligent technology for global organizations. In partnership with an international network of contributors, LXT collects and annotates data across multiple modalities with the speed, scale and agility required by the enterprise. Our global expertise spans over 145 countries and coverage for more than 1000 language locales. Founded in 2010, LXT is headquartered in Canada with presence in the United States, UK, Egypt, India, Turkey and Australia. The company serves customers in North America, Europe, Asia Pacific and the Middle East. Learn more at lxt.ai.My Main role is:• I was part of launching a new site for LXT in India, I have traveled and launch the new site, stablishing all quality and training processes, and hiring quality and training specialists.• Lead a team of QA and Training supervisors, Trainers, and QA coaches.• Ensure all new hires have received the designated training for both systems and guidelines.• Lead quality and training initiatives for data operations at sites in Canada and India.• Develop and implement comprehensive quality assurance programs and training initiatives, resulting in improved data quality and operational efficiency.• Conduct regular audits and assessments to identify areas for improvement and implement corrective actions as needed.• Collaborate closely with cross-functional teams to address quality issues and optimize workflows.• Design and deliver specialized training programs, focusing on best practices and utilization of technological tools to enhance accuracy and efficiency.• Implement ongoing coaching and feedback mechanisms to support continuous skill development and performance improvement among teams.• Coordinate with site leaders and stakeholders across multiple locations to ensure consistent implementation of quality and training initiatives.• Stay informed about industry trends and best practices in quality management and training.

Cairo, Egypt

• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.• Maintain accurate metrics of direct reports individual performance as well as overall team level performance Manage resources across the assigned protfolio (personnel schedules, varying account needs).• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans.• Develop strong working relationships with key Business stakeholders, internal and external.• Oversee audits of key support processes within each account and recommends changes.• Administration of applicable certification and training processes up to and including internal and client requirements.• Ensure consistent application of the quality process/system across assigned portfolio.• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate. • Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners). • Conducts analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans.

Cairo, Egypt

Support continuous improvement in quality and performance and demonstrate a strong ability to adapt to change.• Leads the execution of established processes for their team.• Participates/chairs internal/external calibration sessions.• Controls the established monitoring processes and procedures.• Serves as a version control keeper for all QA related tools/reports.• Is responsible for in depth CSAT/D-SAT Analysis.• Provides constructive feedback on a weekly basis to QA Manager.• Execute coaching process using internal standards for feedback and coaching to QA coordinators• Collect top call drivers data• Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)• Ensures all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.• Use and apply COPC standards.

Cairo, Egypt

My main role is:• Revise and Review Trainers Tasks, makes sure that Trainers are following the Training Agenda• Observes Trainers and Trainers performance, by conducting frequent TOFs to ensure delivery Skills are up to standards.• Evaluates and Score the monthly bonus score card for Trainers, and conduct one on one coaching sessions to improve performance.• Responsible for team monitoring & development, delivers ELPs when needed and guide trainers during daily opportunities.• Involvement and follow up on Trainees (New hires) certification, Follows on Training and live (Client and Teleperformance) tools and logins readiness and headsets availability. • Conduct group and individual training needs analysis.• Prepare and agree training content and validation mechanism to meet the needs of the business.• Responsible for all client/operational communication & Training status and progress reporting.• Map out Monthly, quarterly and annual training plans for management, Recruitment, Operations, Quality, to allocate resources and budgets.• Support continuous improvement in quality and performance and demonstrate a strong ability to adapt to change.• Leads the execution of established processes for their team.• Participates/chairs internal/external calibration sessions.• Controls the established monitoring processes and procedures.• Serves as a version control keeper for all QA related tools/reports.• Is responsible for in depth CSAT/D-SAT Analysis.• Provides constructive feedback on a weekly basis to QA Manager.• Execute coaching process using internal standards for feedback and coaching to QA coordinators• Collect top call drivers data• Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider)• Ensures all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.• Use and apply COPC standards.

Cairo Governorate, Egypt

My main role is:• Revise and Review Trainers Tasks, makes sure that Trainers are following the Training Agenda• Observes Trainers and Trainers performance, by conducting frequent TOFs to ensure delivery Skills are up to standards.• Evaluates and Score the monthly bonus score card for Trainers, and conduct one on one coaching sessions to improve performance.• Responsible for team monitoring & development, delivers ELPs when needed and guide trainers during daily opportunities.• Involvement and follow up on Trainees (New hires) certification, Follows on Training and live (Client and Teleperformance) tools and logins readiness and headsets availability. • Conduct group and individual training needs analysis.• Prepare and agree training content and validation mechanism to meet the needs of the business.• Coordinates communication with other departments including (WFM, HR and QA).• Responsible for all client/operational communication & Training status and progress reporting.• Map out Monthly, quarterly and annual training plans for management, Recruitment, Operations, Quality, to allocate resources and budgets.• Analyze daily/weekly/monthly/quarterly reports to ensure all staff members are achieving desired goals.• Use known education principles and stay up-to-date on new training methods and techniques,• Research and recommend new training methods, like gamification.

Cairo, Egypt

Teleperformance is responsible for customer experience in all fields, my experience is in tourism industry. My role is to deliver effective training to new hired agents and up skill training as well.My main role is:> Deliver both product knowledge training and all soft skills training. "Emotional intelligence, sales technique .... etc." > Coach, monitor and provide feedback.> Develop, mentor, manage, and motivate. > Prepare training materials and processes workflows.> Supporting the operation floor.> Weekly, monthly, and quarterly meeting with upper management to present where is my team standing and timely mannered action plans to better achieve the client's targets.To achieve all the above I have boosted my skills and gained the below qualifications.> Team Work.> Flexibility.> Planning and Organizing.> Staff Development.> Self Development.> Management and Leadership.> Analytical Skills.> Problem Solving.> Open to learn new techniques and methods.Personal Achievement:> I have launched three contact center accounts.> Prepared processes and workflows that is used by both my company's staff and the client's staff.> Delivered +1500 training hours within my first year after promotion.> I was recognized by my company with highly commitment level and received one of it's trophies.

Cairo, Egypt

Teleperformance is responsible for customer experience in all fields, my experience is in tourism industry. My role is handling an operational floor and supervising a team of experts travel consultants.I am in direct contact with clients and customers, matching clients' needs, and meeting all required KPIs.My main role is:> Coach, monitor and provide feedback.> Develop, mentor, manage, and motivate. > Supervise the team in accordance with the company policiesand procedures. > Analyze my team's numbers and prepare a plan to overcome any challenges.> Weekly, monthly, and quarterly meeting with upper management to present where is my team standing and timely mannered action plans to better achieve the client's targets.To achieve all the above I have boosted my skills and gained the below qualifications.> Team Work.> Flexibility.> Planning and Organizing.> Staff Development.> Management and Leadership.> Analytical Skills.> Problem Solving.> Setting SMART targets.> Open to learn new techniques and methods.Personal Achievement:> I have launched three contact center accounts.> Prepared processes and reports for analysis that helped increasing all my accounts numbers by 45%. > Increasing my company's profit by 5% with my team's expansion and exceeding sales conversion. > I was recognized by my company with highly commitment level and received one of it's trophies.

Egypt

My main role was:> Handle customers' escalations and inquiries. > Support Tier 1 agents with consults and decisions. > Handle ticketing process on Sabre GDS.To achieve all the above I have boosted my skills and gained the below qualifications.> Flexibility.> Problem Solving.> Self Development.> Decisions maker.

Cairo, Egypt

Smart Village

Bachelor'S Degree, Tourism Guidance.

Arts, Arts