This role is equivalent with a Process Improvement & Business Process Consultant/Expert, A training and development Expert and a Client Relationship role, all in one: - Providing trainings for the NJs and ensuring the control of the initial production as well as the follow-up for the rise in competency- Monitoring the assimilation of procedures & organizing weekly knowledge refresh workshops for the operational teams- Developing continuous improvement projects and actively participating in process related meetings with the stakeholders-Providing inputs and suggestions for process improvement. - Acting as a trusted advisor, aiming to constantly improve and facilitate existing procedures and way of working.- Providing support for operational teams, act as a single point of contact for the resolution of complex cases and offer guidance on process and procedure interpretation- Participating in meetings with internal partners and various entities to review and clarify all procedural related matters raised by the operational team and developing quality action plans ( with the Team Leads and Quality Teams)- Managing the general knowledge to improve efficiency, productivity and retain critical information within the team- Handling procedural updates and facilitating access to the latest information for all teams- Creating various procedural training materials such as presentations, videos, workshop materials

As the project was on hold from the client's side, I: - actively engaged in process mapping and the development of SOPs for Talent Acquisition processes- participating in KT sessions, where I gathered comprehensive insights to accurately map and assist in documenting the procedures - obtained the Harmony Certification in Process Mapping

-Creating an inspiring team environment with an open communication culture-Daily checks and weekly coachings to drive performance , taking corrective and preventive actions plans to address gaps and maintaining Knowledge levels at optimum-Managing projects and ensuring that deadlines are met by working with other departments to provide materials needed for completion-Overseeing the work of employees to ensure that it meets standards of quality and is completed in a timely manner-Analysing data from past operations to identify trends or opportunities for improvement-Recognise high performance and reward accomplishments-Identifying trainning needs of the team members and defining a career path for them-Maintain highest level of ethical work standards, comply with the client's extensive financial Organisation Policies&Procedures-Initiating and organizing team meetings, huddles, and communicating the plan for the day-Regular interactions with the client for operations updates & identifying new trends-Motivating inspiring and guiding team members -Continued providing assistance to the QA team for the first 3 months

-performing call monitoring and tracking them in tools-providing trend data to management team as well as individual feedback;- using quality data monitoring system to compile and track performance at team and individual level;- coordinating and facilitating weekly call calibration session with the client and other geographies -coach agents in weekly 1on1s and provide relevant data to Team Mangers- designing evaluation programs to improve the overall team performance and reduce agent attrition. -performing weekly CSAT/DSAT analysis-seeking out new knowledge and procedural updates and kepp the team updated in 1to1s and through sending a weekly update newsletter-documenting known errors and developing action plans to reduce repeating mistakes- contributing to the QA team improvement and advancement (9th place site to nr1 site in 6 months since joining the project when the QA team was in hypercare )- active engagement in Onboarding new QA members or Operation agents

-managing procedural tasks during OJT;- supervising and training team members during OJT to sustain a healthy, continuous learning path;- delivering coaching and feedback sessions; workshops;- providing feedback which lead to procedural updates- processing money transfers transactions ( US& International)- processing inbound calls and emails from MoneyGram customers and agents- answering a wide range of inquires- solving customer service issues- properly escalating any issues to specific departments

-Building and maintaining strong, long-lasting customer relationships-Overseeing customer account management, including negotiating contracts and agreements to maximize profit-Promoting and selling company products-Contacting prospects, presenting product features and making appoiments for future sales

Performing for a live audiencePreparing for and attending auditionsLearning lines and rehearsingResearching or undertaking activities to help prepare for a partDiscussing interpretation and delivery with other members of the company and the directorManaging the performance area, costumes and props