Head of Quality Assurance
iCall Outsourcing
Total years of experience :17 years, 4 Months
Developed and re-designed several business processes
Started a project for business process automation
Managing the Software development team
Successfully led the launch of several projects
Conducted several process and project audits
Set standards for operations performance
Review performance periodically to insure target achievement and process compliance
Review process capability and effectiveness and modify processes to achieve objectives
Develop corrective and preventive actions for operations performance metrics
Assure that all company operations are compliant to COPC standards
Responsible for the development of all the HR functions.
Conducting Job analysis and writing job descriptions
Updating the payroll effects
Handling the recruitment and selection function
1- Participate in formulating the HR strategies, policies and procedures.
2- Develop the hiring plan for the year and proceed in implementation.
3- Conduct job analysis to be able to create suitable job profiles.
4- Develop and maintain the salary calculation sheet and review the monthly payroll effects.
5- Conduct the training needs assessment and develop the yearly training plan.
6- Conduct the selection process and set the suitable compensation for each position.
7- Help in formulating the employer brand for the organization
-Responsible for the performance and tasks of the Workforce Team.
-Responsible for tracking the headcount changes and reporting.
-Responsible for providing the hiring plan for the project to meet the requested KPI’s.
-Responsible for tracking and monitoring a team of eight Workforce Specialists in order to achieve targets.
-Responsible for the reporting and analysis of the project performance and provide recommendations for improvements.
-Responsible for the communication with clients in matters related to project performance and headcount changes
-Supervising the activities of workforce planning and payroll development (Deductions and overtime).
1- Deliver English language instruction to university student at Ain Shams University.
2- Test the students after the completion of the level.
3- Develop progress reports for students to be able to monitor progress.
4- Develop and conduct class activities to facilitate the practice of language
-Managing a team of eight Team Leaders; responsible for their KPIs and their teams’.
-Responsible for achieving the objectives and KPIs for the whole project in (Quality, No. of answered calls and customer satisfaction survey.
- Responsible for communicating with the client (Vodafone Egypt) in the area of the workforce and headcount.
- Responsible for the hiring of new employees and the promotion of current employees in various positions.
- Maintaining service level agreement within accepted threshold
- Responsible for the hiring and firing of employees in the call center- managing a team of team leader to achieve the required KPI's
- Responsible for achieving quality and customer satisfaction targets
- reviewing the bill of the call center monthly and come up with ideas to minimize cost
- managing the team of office equipment support in the company
-Monitor and appraise the performance of fifteen call center agents to achieve the requested KPI's (Key Performance Indicators)
-Handle and resolve escalated calls from customers.
-Handle floor supervisor's task to control and maintain the service level in the call center and report the global problems to the concerned teams to resolve.
-Report the results of the team on monthly basis to the management team
-Maintain client (Vodafone) satisfaction and deliver
agreed results.
-Handle customers' inquiries and complaints with the required level of quality.
-Maintain the productivity within the KPI's range for Average handling time, Not ready and Hold.
-Fulfill the requested tasks from the team leader such as (calculating productivity for the team or organizing the leaves' slots among the team)