Ahmed Seraj Email & Phone Number

Cairo, Cairo Governorate, Eg

Kuwait

Kuwait

Kuwait

Egypt

Accountabilities:• Manage IT quality policies, procedures, processes, programs, and practices, to ensure continuous improvement of information technology services and maintain the integrity of systems.• Plans, coordinates and directs staff in the quality department.• Overseeing programming, evaluation, and testing of new or modified software programs.• Supervising Quality Control and Security staff in carrying out tests and checks.• Responsible for Developing/Reviewing technical and management systems reports.• Bringing together staff of different disciplines and driving the group to plan, formulate and agree comprehensive quality procedures.• Persuading reluctant staff to change their way of working to incorporate quality methods.• Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the QA/QC.• Setting QA compliance objectives and ensuring that targets are achieved.Highlights:• Developing and implementing Agile Methodology in the SW Development unit. • Establishing the Quality Management Function with three main role as following: - Software Quality Control Unit. - IT Quality Audit. - Process Improvement Unit.• Releasing a new Version of IT Quality Management System.• Establishing the Software Development Lifecycle.• Establishing a User Complaints Management System to ensure a high level of Customer Satisfaction.

Cairo

Accountabilities:• Assessing the organisation Maturity Level and the current policies and processes and communicate the areas of improvements and the required action to all Department Managers.• Monitoring the Organisation Performance with the Strategic objectives using the KPIs.• Planning for Annual Audits as well as planning for Software development projects.• Conducting regular customer survey in order to evaluate and improve the quality of business processes and client services.• Reviewing the Quality Reports for Products and Processes Performance.• Escalating issues to senior management as appropriate and work on driving them to closure. • Organising assessment activities including conducting informal gap evaluations, applying corrective actions, and preparing for formal assessments.• Heading the Process Engineering Group (EPG) which is responsible for maintaining and developing the organisation processes.• Coordinating with external consultants for the process improvement projects.Highlights:• Participated in the Organization Strategic and business Planning.• Enhanced the Processes by working on reducing the cost and increasing the productivity.• Efficiently enhanced the organization performance by taking the ownership of the following:o Collecting and monitoring the organization’s KPIs.o CMMI Process Improvement Project.o Six Sigma Project to reduce the order cycle time.o Documenting the Organization Processes.o Increasing the customer satisfaction ratio by establishing the Customer Care department, Call Centre and by developing the Service Level Agreement (SLA).• Proficiently developed the Quality Management System to meet CMMI Level 3 requirements.• Implemented ADSL Order Implementation process and Customer Complaint Process, Delivery Process and HR Processes.• Reduced the cycle time of order implementation process to be 9 days instead of 21 day using Six Sigma techniques which produced cost reduction by 45%.

Egypt

• Investigating and resolving customer's problems along with handling their complaints. • Writing reports analysing the customer service that the organization provides.• Developing customer service policies and standards for your organization or department.• Maintaining the record of recruitment and appraisals.• Providing training to the staff for delivering high standard of customer service. • Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Ensure that every CC member of my team deals with customers in the right way, giving them the information they need when they need it. Dealing with Customer face to face and working on solving their problems. Delegating tasks, monitoring the team's performance, helping their training and development, completing paperwork and handling complaints.

Pg Diploma, Total Quality Management

Post Graduate Diploma In Total Quality Management

B.A Of Arts, English Literature