Corporate Quality Management Section Head
TE Data
Total des années d'expérience :16 years, 9 Mois
- Own evaluation projects related to the Mobile Launch \[WE Network\] in terms of Sales Outlets evaluation, reporting, and tracking changes with stakeholders and \or owners
- Participate in document controlling for all types of documents generated internally \[Policies, Processes, Procedures, and Forms\] to match the unified latest quality standards
- Manage teams to ensure that execution of day-to-day work assignments are accomplished on time and within given requirements/standards
- Lead the development of team to ensure service standards and capabilities are continually improved and upgraded
- Suggest improvement of the QMS templates for continual alignment with business needs changes
- Update, disseminate and control TE quality policy, quality objectives, policies, processes and forms to ensure Quality alignment and consistency of work
- Responsible for re-building the QMS with the new ISO 9001 version \[ISO 9001:2015\] as well as the ISO 27001:2013 by selecting, working closely, and cooperating with an ISO consultant
- Plan for and perform internal / external audits and regular monitoring of KPIs across the organization, SLAs and records in order to verify and monitor the compliance to established quality standards and best practices
- Analyze and report audit results and process measurements to discover areas for improvement and consolidate audit reports for direct supervisor review and recommendations
- Review and implement external Quality Management System certification bodies’ recommendations as needed and corrective / preventive actions identified internally to ensure QMS continual improvement per business needs changes
- Prepare for the management review meetings (prepare agenda, prepare presentation with the Action Plan and the Audit Findings and materials, etc.) and follow-up on effective implementation of decisions and recommendations to enhance QMS on a continual basis
- Responsible for ensuring the implementation of the Quality Policy
- Reporting all noncompliance matters to responsible stakeholders for immediate corrective action
- Govern Improvement Projects within Departments
- Conduct training sessions to process owners to increase awareness of process efficiency
- Conduct ISO 9001:2008 Internal Audit
- Maintain TE Data Quality Objectives
- Improve Performance & Efficiency of TE Data
- Responsible for ensuring the successful certification for the ISO 9001:2008 to TE Data
Job Responsibilities and Details:
„h Provide detailed analysis of KPIs for deep diagnosis of gaps in process (Internal OR external)
„h Generate periodic reports with insights and recommendations of flaws on processes in Operations to assist in the Performance management by the Operations
„h Govern all stakeholders in projects to come out with the planned/expected outcome and deliver the project on time with the best quality
„h Design process flow for processes that are not existing, with the documentations needed
„h Ensure consistency in all processes between all accounts in the Vodafone International Services, to be complaint to the COPC standards
„h Conduct Training for teams for 2/3/5 days for Soft Skills & Performance Increase
Projects:
„« Leakage Reduction
„« NPS Increase
„« Call Propensity Improvement
„« Bladna Launch (MVNO)
„« ACE Handset Insurance Processes Design ¡V Vodafone Egypt
„« Call Type Analysis
„« Attrition & Resignation Enhancement
„« NPS Detraction Analysis
• Responsible for Six Sigma projects within the account to improve the performance of all divisions
• Involving with and/or owning implementing new processes built on statistical and analytical studies
• Governance of workshops with stakeholders to come out with best ideas for current processes and ways of improving it
• Analyzing customer feedback via the varies ways of surveys and feedback channels through advisors and coming out with recommendations for improvement
• Designing surveys and sending it to the targeted audience and analyzing the outcome to validate the data
• Contributing in project management for projects that require management other than the Six Sigma methodologies
• Developing other ways of improvement based on the client’s requirements
• Assess in achieving the targeted Net Promoter Score & First Calls Resolution as scheduled.
• Document detailed and trend based feedback to be delivered to Vodafone New Zealand & Vodafone International Services management on a daily, weekly & monthly basis.
• Deliver on-target feedback to the concerned department (Deployment, Training & Quality).
• Conduct practical feedback sessions with Advisors\Supervisors to maintain a consistent level of feedback path to work on the areas of development and encourage the areas of strength.
• Generate analytical reports to elaborate the issues the Contact Centre is facing and work on bringing the suitable solution.
• Analyze the verbatim files, in terms of comments or scores given by the customer.
• Ensure the feedback given by the customer is reached to the advisor and make sure the proper actions are taken to work on the areas of development.
• Listen to calls that might bring more feedback to help in evaluating the advisor’s performance
• Observe and assess the level of the service given by monitoring the reports generated and provide the concerned departments with the needed data and information.
• Provide on-target feedback to the International Account Supervisor and coach to initiate development, commitment and action to improve. Development plans to be updated (documentation).
• Highlight the highest issues bringing high number of Detractors and analyze its roots to find out the reason behind that and provide recommendations to the Management that will help in decreasing the number of the Detractors for that matter.
• Develop monthly Net Promoter Score\First Call Resolution reporting on the Floor, Team, Supervisor and Advisor levels
• Deliver Net Promoter Score\First Call Resolution Progress component’s in department’s monthly and quarterly reviews
• Follow-up and ensure delivery of actions stemming from NPS Booster Team and Periodical Business Reviews
• Dealing with all segments of Prepaid and Postpaid customers \{Core, Medium, High & Premium\}, with all their inquiries of Billing, Technical Issues, Plans Promoting & Escalations
• Full delegation of the team when my supervisor is not available. With all the tasks required
• Full awareness of the management skills and business motions
• Achieved all my KPIs extraordinarily
• Travelled to New Zealand as a reward for only 2 advisors.
• Participated in creating a Database for the whole floor with the important information needed
• Responsible for the NPS analysis for the floor, segmenting the verbatim to identify the main issues and provide the management with recommendations
• Making new deals with new customers to widen the segments of customers who buy out products.
• Checking with the existing customers of their level of satisfaction and offering new deals with them