Eman Badr
Regional Quality Associate Director
Giza
Summary
Having over 17 years experience in Business Process Outsourcing industry on regional level. Having professional experience in Quality, Training ,Project management,Delivery and auditing fields across different verticals (Travel-Retail-Telecom-Technical-Mobility). Certified COPC implementation leader, PMI professional practitioner and Six Sigma greenbelt.
Supported as Task Force the Marketing Department in Concentrix Egypt for 6 months and still ongoing.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Quality Associate Director
Concentrix
03.2023 - Current
- Managing Quality department across 2 countries ( Egypt, Mauritius) with over 450+ team member and over 70 clients/projects and 20 K Game changers.
- Led successful implementation over 40+ new project from different verticals as Travel, Retail,Technical, Mobility and Telecom.
- Led Successfully Quality functions integration with new acquisition companies.
- Achieving promised clients value added metrics/targets across newly and existing implemented projects.
- Participated in reviewing SOW documents for new projects and headed Quality RFP meetings with new client.
- Designed and implemented Tech innovation tools and process improvement workshops that led to revenue gains and cost reduction.
Regional Sr.Quality Manager
Concentrix
04.2021 - 03.2023
- Planned and developed departmental yearly strategic objectives in alignment with organizations objectives.
- Conduct agile performance improvement sprints, with daily, weekly and monthly frequency with quality managers.
- Resolve and improve Employee Satisfaction issues and complains.
- Plan and execute site level developmental plans including COPC programs and Six Sigma.
Quality Manager
Concentrix
06.2020 - 04.2021
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
- Promoted a proactive approach to risk management within the organization, mitigating potential concerns before they escalated into larger issues.
- Mentored junior staff members in quality management principles, fostering professional growth among team members.
Training & Quality Supervisor
Concentrix
02.2017 - 06.2020
- Managed a team of trainers and Quality for shared projects to ensure consistent delivery of high-quality training sessions across all departments.
- Led regular team meetings to review performance metrics, identify areas of improvement, and develop action plans for progress.
- Conducted root cause analyses on recurring defects leading to long-lasting solutions and increased customer satisfaction.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Conducted regular skills audits to identify areas for further development, proactively addressing potential performance issues before they impacted productivity.
Quality Supervisor
Raya
02.2013 - 01.2017
- Led regular team meetings to review performance metrics, identify areas of improvement, and develop action plans for progress.
- Conducted root cause analyses on recurring defects leading to long-lasting solutions and increased customer satisfaction.
- Reduced customer complaints by addressing root causes of quality issues and driving continuous improvement initiatives.
- Maintained QA programs.
COPC Internal Auditor
Raya
01.2012 - 01.2013
- Leaded external audit reviews ,readout and negotiation meeting with COPC Inc. For validating final ATAC and ARTMAC on entity level.
- Conduct COPC internal certification and preparations for existing projects and assure they are compliant with COPC standards on entity level.
Team Leader
Raya
01.2009 - 12.2011
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Manage client request and leading WBR,MBR.
Education
Very good -
Al Alsun Faculty of Languages
01.2004 - 09.2008
Skills
- Communication Skills
- Teamwork Skills
- Flexibility and Adaptability
- Critical thinking and problem solving
- Strategy Planning and Implementation
- Organizations Integrations
- Conflict management
- people management
Timeline
Quality Associate Director
Concentrix
03.2023 - Current
Regional Sr.Quality Manager
Concentrix
04.2021 - 03.2023
Quality Manager
Concentrix
06.2020 - 04.2021
Training & Quality Supervisor
Concentrix
02.2017 - 06.2020
Quality Supervisor
Raya
02.2013 - 01.2017
COPC Internal Auditor
Raya
01.2012 - 01.2013
Team Leader
Raya
01.2009 - 12.2011
Very good -
Al Alsun Faculty of Languages
01.2004 - 09.2008
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