Responsible for Quality assurance (Call center, back office, integration, and Email).• Responsible for quality assurance across various departments including call center, back office, integration, and email.• Oversees quality assurance operations in Egypt, Pakistan, and UAE.• Establishes and maintains the formal Quality Management Plan for operations.• Develops, documents, implements, and ensures compliance with consistent quality standards, procedures, and specifications outlined in the Quality Management Plan.• Monitors daily operations for gaps in areas such as image review/certification, customer service activities, payment processing, records management, data collection, reporting, and staff management. • Conducts quality activities for all functional areas of the Customer Service Center. • Manages Net Promoter Score (NPS) initiatives to measure customer satisfaction and loyalty. • Monitors and logs employee performance problems according to company policy. • Generates monthly quality reports for submission to upper management. • Sets appropriate quality standards and collaborates with the management team to establish operating procedures. • Establishes review techniques and determines appropriate sample sizes for all functional areas.• Schedules regular monitoring of key performance measurements. • Works with CSC management to identify areas of concern and address issues accordingly.• Reviews service activities through reports, computer screens, and sampling to evaluate overall operations and individual production results.• Provides feedback to the operations team regarding performance trends and areas of improvement.• Suggests operational improvements and efficiencies to serve internal and external customers.• Escalates performance issues to the operations team for corrective action, as required. • Established User Acceptance Testing (UAT) Process

•Onboarding & Training:Guide new customers through the onboarding process, ensuring they are familiar with Nagwa’s platform features and functionalities.Conduct training sessions to empower educators, administrators, and students in effectively using Nagwa’s products.• Customer Relationship Management:Maintain regular communication with customers to build strong relationships, providing timely assistance and updates on product enhancements.Act as the primary point of contact for customer inquiries, concerns, or troubleshooting.•Proactive Customer Support:Identify and address any issues customers might face with the platform, working closely with technical teams if needed.Offer proactive support by monitoring customer usage and engagement levels, providing guidance to improve their experience.•Quality Assurance & Consistency:Collaborate with product and support teams to ensure that customers consistently experience high-quality service that matches the standards of Nagwa's product.Conduct regular assessments to ensure alignment between the product’s promised features and its real-world performance, addressing any gaps in quality and reliability.•Feedback Collection & Analysis:Collect feedback from customers to understand their needs and suggest ways Nagwa’s offerings could evolve.Collaborate with the product and development teams to ensure customer feedback is considered in future enhancements.•Success Metrics & Reporting:Track key customer success metrics, such as retention, satisfaction scores, and renewal rates.Prepare reports highlighting customer successes and areas for improvement, presenting them to the management team

•Provide help to customers using your organization's products or services.•Communicate courteously with customers by telephone, email, letter and face-to-face.•Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants.•Handle customer complaints or any major incidents, such as a security issue or a customer being taken ill•Issue refunds or compensation to customers.•Keep accurate records of discussions or correspondence with customers.•Annalise statistics or other data to determine the level of customer service your organization is providing.•Produce written information for customers, often involving the use of computer packages and software.•Write reports and analyze the customer service that your organization provides.•Develop feedback or complaints procedures for customers to use.•Improve customer service procedures, policies and standards for your organization or department.•Meet with other managers to discuss possible improvements to customer service.•Manage staff recruitment and appraisals - depending on the size of the organization these tasks may be carried out by human resources.•Train staff to deliver a high standard of customer service.•Lead or supervise a team of customer service staff.•Learn about your organization's products or services and keep up to date with changes.•Keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Quality Assurance Team Leader – 2B (2018-2020) • Monitored inbound and outbound calls and evaluated agent performance regarding the quality of service offered across all channels. • Created quality measurement scorecards to track agent performance and identify areas for improvement. • Developed quality assurance standards and company processes based on observations from call evaluations. • Created training materials and operating manuals to support the development of agents' skills and knowledge. • Provided clear insights into performance drivers and identified strategies to improve overall performance. • Conducted mystery calls to ensure accurate and consistent information delivery to customers. • Managed auditing reports for Customer Care activities and transactions. • Offered recommendations for process improvements based on customer experience and feedback. • Designed quality rules and guidelines in collaboration with team managers to achieve the highest performance standards. • Facilitated calibration meetings with both managerial and non-managerial teams to establish common grounds and maintain system stability. • Conducted presentations and business simulations with new hires to familiarize them with quality assurance processes and expectations. • Compiled and tracked performance data for teams and individuals. • Identified training needs and coordinated appropriate training programs to address skill gaps. • Collaborated with cross-functional teams to implement process improvements and enhance overall customer satisfaction. • Stayed up to date with industry best practices and emerging trends in quality assurance.

• Research, interpret, and apply mandated testing rules, regulations, policies, and procedures; operate standard.• Maintain security and confidentiality of testing processes; effectively communicate both orally and in writing with diverse groups.• Prepare reports; perform basic mathematical computations to calculate scoring results and percentages.• Work independently; organize and prioritize work; coordinate a variety of projects simultaneously

• Provided an end-to-end customer experience by identifying any gaps in commercial operations and offering recommendations based on customer feedback from calls. • Evaluated agents' performance to ensure the delivery of high-quality customer service. • Captured and reported customer comments to drive continuous improvement of products and services. • Evaluated and directed vendors to enhance the core customer experience. • Collaborated with cross-functional teams to implement process improvements and address customer concerns. • Developed and implemented quality assurance standards and procedures. • Conducted regular audits to ensure compliance with quality standards and customer service objectives. • Analyzed customer data and trends to identify areas for improvement and implement strategies accordingly. • Collaborated with training teams to develop and deliver targeted training programs for agents. • Created and maintained quality assurance documentation, including scorecards and evaluation forms. • Provided feedback and coaching to agents to drive their professional growth and improve performance. • Conducted root cause analysis to identify the underlying causes of quality issues and develop effective solutions. • Worked closely with management to develop strategies to enhance the overall customer experience.

-Vodafone Egypt (Zahraa Al-Maadi Premises).Position title:  Blended Senior Representative.Our Department is a Function Area  that Supporting another Customer Care Departments & Different Queues, Such as:•Consumer Customer Care (Consumer Complaint, High Value Segment & Premium Segment ).•Enterprise Customer Care ( Inbound, Corporate Complaint, Retention & Activation).•Internet Call Center (ADSL).•Risk Management (Consumer Activation, Collection & Dealer).•Experience gained while working at Vodafone:Team Leader : For the part timers and new comers .Workforce Loan:•Monitor real time contact volume both Voice and email support and associated service levels and staffing requirements.•Trends real time call arrival patterns and adjusts staffing accordingly.•Identify call routing anomalies using real time monitoring applications.•Analyze real time contact center performance for same day staffing adjustments and call routing re-alignments.•Identifies real time call volume interruptions and system outages that impact contact center performance.•Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.•Maintain current and accurate agent skill set inventory and schedule recruiting / trainingdepartments involvement as required.Testing Area Loan:•Test new services, Promotions & Rate-Plans before launching to measure it’s technicalities & solve any system problem that customers may face.

o Design and implement effective marketing strategies to sell new insurance contracts or adjust existing ones•Contact potential clients and create rapport by networking, cold calling, using referrals etc•Appraise the wishes and demands of business or individual customers and sell the suitable protection plans•Collect information from clients on their risk profiles in order to offer them the proper solution•Prepare reports to shareholders on the success of your business endeavors•Retain continuous awareness of transactions, sales and terms and keep relative records•Check insurance claims to solidify trust and safeguard reputation•Frequently replenish job-specific knowledge and apply it on the field•Fulfill all company-established policy obligations

•Provide Pre tour and safety briefing efficiency•Prepare and collect tour documents including tour itinerary, feedback form, suppliers’ contacts and other related requirements for the tour•Provide general information, explanation regarding tour destinations, visiting sites as well as culture, country facts, local tradition and other related to tour requirement•Ensuring that the tour is running smoothly for individual members of the group; ensure compliance with company policy or tour regulations • Take care of the group 24hours/day, and handle any issue happens during the trip

•Generate leads.•Meet or exceed the assigned sales goals.•Negotiate all contracts with prospective clients.•Helping determine pricing schedules for quotes, promotions, and negotiations.•Preparing weekly and monthly reports.•Giving sales presentations to a range of prospective clients.•Coordinating sales efforts with marketing programs.•Understanding and promoting company programs.•Obtaining deposits and balance of payment from clients.•Preparing and submitting sales contracts for orders.•Visiting clients and potential clients to evaluate needs or promote products and services.•Maintaining client records.•Answering client questions about credit terms, products, prices and availability