Ahmed Nasser

Managing a team of 6 Seniors and 30 Coordinators to monitor 1400 agents across 8 programs.

Responsibilities:

• Manage resources for Quality team and oversee project plans, timelines, and budgets, including personnel schedules, hiring, and quality needs.
• Maintain accurate metrics of direct reports' individual performance and overall team performance, utilizing methods such as one-on-one meetings, monthly meetings, reviewing calibration scores, auditing transactions, KPIs, monthly targets, and work schedules.
• Evaluate levels of process and staff effectiveness and collaborate with business stakeholders to create and implement improvement action plans to enhance customer experience and achieve required accuracies.
• Monitor workflow to optimize employee time management and boost productivity.
• Lead Quality team/action plans in collaboration with business stakeholders, including Quality Leadership, Operations, Client, Service Modeling, Knowledge team, and Resource Unit partners.
• Conduct analysis of quality performance to identify trends, determine root causes, present findings both internally and externally, and lead corrective action plans.
• Oversee monitoring samples at both program and individual levels.
• Ensure monitoring process adheres to consistent standards, including COPC, corporate processes, and client requirements.
• Present Quality reports on WBR and MBR to stakeholders.
• Provide quality inputs to concerned teams and cultivate strong working relationships with key internal and external business stakeholders.
• Evaluate monitoring process and correlate it with customer perspectives, considering VOC and TNPS scores, to improve process scope and enhance customer satisfaction.
• Develop and implement customer service policies to elevate satisfaction levels.

• Identified areas in need of critical improvement and implemented strategies to achieve targets.
• Verified accuracy and effectiveness of reporting processes, effectively using QMS to track and model data for management review.
• Offered coaching and resources to help program participants maintain progress and achieve goals.

• Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals and CX as well.
• Identified and resolved problems through root cause analysis and research.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.

• Developed and executed performance management programs to increase employee engagement and productivity.
• Analyzed and evaluated training effectiveness and program outcomes.
• Designed and delivered web-based, self-directed learning materials.