Egypt
leading the design and implementation of quality management systems, process improvement initiatives, and operational excellence strategies that enhance the performance, efficiency, and customer satisfaction of the organization. With over 15 years of experience in quality and process improvement management, I have a proven track record of delivering results and creating value for various stakeholders across the automotive industry. I hold several credentials and certifications that demonstrate my expertise and commitment to quality, such as Lean Six Sigma Black Belt (LSSBB), Certified Manager of Quality/Organizational Excellence (CQM/OE), and Certified Outsourcing Professional (COPC). I also have extensive knowledge and experience in applying quality management tools, methods, and standards, such as Total Quality Management (TQM), ISO, Process Mapping, Theory of Constraints, Lean Concepts, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs). I am passionate about solving complex problems, developing innovative solutions, and empowering my team to achieve excellence.
1. Builds and defines operational standards based on department and corporate objectives across all call center accounts and departments for purposes of consistency, accountability and quality. 2. Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., implementations teams, service delivery, business development) representing and advocating the customer requirements for complete business process life cycle until go live. 3. Plan, Implement & maintain the Quality Management Systems throughout audit Quality programs to ensure departmental compliance with Quality standards. 4. Ensures compliance with the customer requirements, quality policy, and company standards, regulatory and external standards (COPC& ISO certifications), by carry out the required internal audit on regular base sand report the findings with the needed action plan to the management. 5. Manage and supervise designing quality awareness training through setting yearly Quality training plan to Centro Management team to ensure understanding of Quality standards. 6. Responsible for the overall project management function, providing leadership, coordination and management of PMO processes and functions. 7. Participating in the creation of the company strategic objectives and auditing the implementation. 8. Design, implement and monitor QA procedures, metrics, and tools within the contact center and provide results and feedback to department heads.
1. Ensures compliance with the customer requirements, quality policy, and company standards, regulatory and external standards (COPC& ISO certifications) , by carry out the required internal audit on regular base sand report the findings with the needed action plan to the management. 2. Performed process analysis, and communicated recommendations to management. 3. Leading the process re-engineering in the company by assessing and designing business processes, identify gaps, recommending and designing improved and optimized processes. 4. Engage personnel and lead, direct and focus teams towards the delivery of effective sustained Lean six sigma improvement projects, across the company. 5. Manage and perform the internal quality audit programs. (COPC & ISO). 6. Ensuring that customer service delivery operation is continuously improved in ways that meet the needs of the customer as well as the company. 7. Establish the appropriate measurement system for the service delivery operation and ensure that it’s alignment with the international standards. 8. Establish, Implement and manage a robust client feedback system to ensure continuous service improvement, and contribute to improvement in client feedback methodology.
1. Perform periodic audits of department outputs to ensure compliance to international quality standards and industry best practices.(COPC & ISO Certifications ). 2. Clearly document and communicate the existing business processes, relevant work environment and performance measures to enable process stakeholders to understand and implement them in a standard way. 3. Identify user training requirements resulting from changes in processes or systems and recommend the appropriate training programmers to ensure that implementation of new processes are carried out effectively. 4. Analyze and interpret the training effectiveness measurements and recommend on improvements to ensure continuous performance improvement. 5. Coordinate with systems analysts and developers to design and develop automated business systems in line with business requirements and organizational objectives. 6. Analyze LOB business processes to envision the proper improvement recommendations which will increase efficiency and productivity.
1. Handling the process automation using the business process manager (Documentum). 2. Process Designer ( creating the new process , mapping the process using the Visio & iGrafx software’s ). 3. Responsible for implementing Six Sigma within the business. 4. Analyze and interpret the training effectiveness measurements and recommend on improvements to ensure continuous performance improvement. 5. Act as a team leader on Six Sigma projects. 6. Gather and validate performance measurement data and recommend the appropriate actions to ensure that performance standards are achieved. 7. Conducting and implementing the COPC & ISO internal audits. 8. Handling & Analyzing the VOC Reports for different clients.
1. Evaluating different types of end-users’ transactions. 2. Providing the agents with detailed comment regarding performance. 3. Handling feedback's from agents regarding evaluated transactions and ensuring proper resolution. 4. Review different types of call scenarios and call flows. 5. Conducting Certification for new hires as part of skill verification in live environment. 6. Creating monitoring criteria for new accounts. 7. Calibration between the team leaders and the monitoring coordinators (R&R calibration).
1. Follow up reservation processes. 2. Prepare weekly Reports. 3. Provide both clerical and administrative support to different departments. 4. Coordinate with management and engage in planning according to the needs of the company.