Ahmed S. Email and Phone Number

• Managed a team responsible for conducting audits and developing processes to ensure organizational excellence.• Supported the implementation of Business Continuity Plans and Disaster Recovery Plans for the company.• Analyzed performance, provided recommendations to management, and identified processing efficiencies.• Made policy and procedure recommendations, implemented processing efficiencies, and identified trends for continuous improvement.

• Developed and executed comprehensive audit plans for information systems, ensuring regulatory compliance and organizational policies.• Identified and evaluated potential risks in IT systems, conducting detailed audits to assess effectiveness and security.• Prepared detailed audit reports outlining findings and recommendations for management, resulting in improved security measures and compliance.

• Responsible in performing compliance audits in accordance with the client/departments contractual and regulatory requirements.• Lead engagement in implementation of Compliance Program, ensuring that recommendations are made to meet the needs of the certificates. • Provide subject matter expertise during the client lifecycle, ensuring provision of timely and accurate responses to client Compliance matters; participates in audits, buildouts, conducts client risk assessments, advocates client security measures, measures compliance with contractual obligations. • Communicate identified gaps, violations and compromises to line management, internal customers and department leadership where appropriate in a timely and concise manner. • Support the local implementation of Business Continuity Plans and/or Disaster Recovery Plans for the Center and Accounts, according to the requirements of the business and clients. • Conduct analysis and provide recommendations to line management for consideration on identification of needs affecting the success of Athear Compliance Organization strategy and objectives.• Support Client on-site and PCI audits within the site(s), providing evidence requested on key processes. • Audit, assess, and develop company processes.• Responsible for certificate implementation and recertification (ISO 9001, ISO 27001, …etc.).• Develop action plans to drive improvement (provide baseline statistics and reporting showing the effectiveness of action plan)• Monitor and evaluate performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses.• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.

1 - Examine the detailed quality plans and make any necessary modifications.2 - Participate in brainstorming to improve business operations or processes with other managers and employees.3 - Assist managers or teams who have a need for help or advice in answering questions about operational aspects of their businesses.4 - Assist managers and employees regarding compliance with company policies and procedures as well as regulatory requirements.5 - Listen to concerns from employees and managers with the aim of improving business operations or processes.6 - Encourage workers to suggest ways to make improvements in office operations.7 - Respond to issues brought up by workers and managers.8 - Assist with the hiring process, such as interviewing prospective workers, checking references, performing background checks, etc.9 - Complete reports regarding projects or processes that were completed by other employees or teams.10 - Review the quality performance with the vendors.

QC Duties 1. Conduct quality monitoring according to the required sample size.2. Assist teams in client’s focused planning and problem-solving.3. Send immediate notification for failing transactions monitored.4. Observe and monitor calls to ensure conformance to make or order necessary process or assembly adjustments.5. Train colleagues on quality systems, approaches, and methods.6. Track and report the progress of teams' activities, orally and in writing, on a continuous basis7. Ensure clients’ needs are met in a timely and cost-effective manner8. Prepare, document, and execute detailed test plans, test cases, and defect reports.9. Communicate with the Operation to set calibration sessions schedule for the Operations.10. Participate in the design of call monitoring forms according to the quality standards.11. Analyze monitoring results and take action at the program level to improve performance.12. Send weekly and monthly reports for the associated Team and Queue.13. Train the new batch in QC standards and attributes.14. Set After Critical process to be applied in the contact center.15. Attend monthly meetings with the client to discuss project accuracy.QA Duties • Draft quality assurance policies and procedures.• Interpret and implement quality assurance standards and procedures.• Evaluate the adequacy of quality assurance standards.• Revise sampling procedures and directions for recording and reporting quality data..• Review the implementation and efficiency of quality and inspection systems.• Document internal audits and other quality assurance activities.• Investigate customer complaints and non-conformance issues.• Analyze data to identify areas for improvement in the quality system.• Develop, recommend, and monitor corrective and preventive actions.• Prepare reports to communicate the outcomes of quality activities.• Evaluate audit findings and implement appropriate corrective actions.

o Provide weekly quality reporting for call center, team and individual agents to Director of mobile Technical/Customer Support.o Evaluate recorded calls.o Interact with and aid management team in overall staff development and discipline.o Develop and execute specific metrics and/or KPI's to track Quality Improvementso Participate in written and verbal calibration sessions with management team ensuring agent contacts are scored consistently across all teams.o Analyze trends and identify missing requirements and communicate findings to the Director of Customer Serviceo Monitor FCR (First Contact Resolution) and CSAT (Customer Satisfaction) reporting to ensure customer satisfaction requirements are met.o Work directly with the Manager and Director of Technical/Customer Support to monitor employee performance related to call center occupancy, quality and customer satisfaction.o Work with team to recommend employee development and improvement actions.o Assist in updating documentation, customer-facing content and participate in training initiatives.o Assist in creating awareness within the company and department of a quality-driven culture.o Assist in special projects and other tasks when required.

o Provide weekly quality reporting for call center, team and individual agents to Director of Technical/Customer Support.o Evaluate recorded calls.o Interact with and aid management team in overall staff development and discipline.o Develop and execute specific metrics and/or KPI's to track Quality Improvementso Participate in written and verbal calibration sessions with management team ensuring agent contacts are scored consistently across all teams.o Analyze trends and identify missing requirements and communicate findings to the Director of Customer Serviceo Monitor FCR (First Contact Resolution) and CSAT (Customer Satisfaction) reporting to ensure customer satisfaction requirements are meto Work directly with the Manager and Director of Technical/Customer Support to monitor employee performance related to call center occupancy, quality and customer satisfaction.o Work with team to recommend employee development and improvement actions.o Assist in updating documentation, customer-facing content and participate in training initiatives.o Assist in creating awareness within the company and department of a quality-driven culture.o Assist in special projects and other tasks when required.

o Participates in, and conducts technical training programs.o Determines training objectives. o Writes training programs, including outline, text, handouts, and tests, and designs laboratory exercises. o Lectures class on safety, installation, programming, maintenance, and repair of software, machinery, and equipment, following outline, handouts and texts.o Administers written and practical exams and writes performance reports to evaluate trainees' performance.o Relies on limited experience and judgment to plan and accomplish goals.o Performs a variety of tasks.o Works under general supervision; typically reports to a manager.

o Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.o Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.o Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.o Research required information using available resources.o Identify and escalate priority issues per Client specifications.o Stay current with system information, changes and updates.