• Developing or improving processes for existing products or creating new processes for new products.• Monitoring and analyzing process performance.• Creating flow charts and diagrams of processes to visually communicate process steps and relationships among steps.• Recommending changes to production methods or equipment design based on results of testing.• Meeting regularly with other members of the engineering team to discuss progress on projects.

• Acting as a quality supervisor, arranging monthly plan with all the available quality coaches to manage call center performance and KPI’s by distributing quality quota and manage the schedule of sessions between quality and other stakeholders• Provides coaching and delivers performance feedback to associates as outlined in business unit's policies and procedures• Designed and delivered a training material covering quality assurance standards and soft skills for a training project to Viva Kuwait and got the highest score in the training feedback• Have been selected to design and deliver different soft skills trainings to different accounts and departments• Effectively prepare and communicate evaluation results for Operations management• Proactively build new training materials and quality programs to address new client requirements, new challenges that arise via calls monitored, trends in reports and feedback from the team

• Monitors both inbound and/or outbound calls of all agents on a monthly basis• Analyzes/audits service interaction data, emails, voice, chats and customer surveys to identify areas of service delivery that did not meet performance standards within the Call Center• Created a nesting plan for new agents in order to achieve highest customer satisfaction scores, and ensure a smooth transition from learning environment to daily production environment• Designed a call center awareness campaign and improved a process in a trending issue resulting in achieving improvement of 12% for the most common quality failure reasons

• Monitoring agents’ queue activities and ensure agreed daily service level achievement• Designing monthly technical knowledge test and analyze agents’ scores to conduct needed knowledge sessions• Analyzing knowledge updates and changes received from the client and cascade it to Vodafone IE contact center agents

• Investigating and solving customers' problems• Preparing performance reports analyzing own contribution in customer service, while meeting deadlines• Responsible for updating the team members with all news and updates for the organization and/or services as assigned by the management

• Acting as a front line Technical support for identifying and resolving technical issues to end users• Reporting customers’ network related issues after collecting needed samples to network services team and ensuring regular follow ups for resolution