Moataz Matar
Quality Assurance Manager
Mohandseen, Giza
Summary
Dynamic Quality Assurance Manager with a proven track record at Telecom Egypt, leveraging COPC and Six Sigma methodologies to enhance product quality and customer satisfaction. Adept at driving process improvements and fostering team development, resulting in significant operational efficiencies and elevated performance metrics. Committed to delivering exceptional results through effective leadership and strategic analysis.
Overview
16
16
years of professional experience
Work History
Quality Assurance Manager
Telecom Egypt
Giza, Giza
02.2022 - Current
- Performed root cause analysis to identify and resolve quality issues and defects.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Recorded, analyzed, and distributed statistical information.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
Quality Assurance Supervisor
Telecom Egypt
08.2017 - 02.2022
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Monitored testing processes, test development and user acceptance testing.
- Analyzed data from quality metrics to identify trends and opportunities for improvement, driving targeted action plans based on findings.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
Contact Center Supervisor
Telecom Egypt
07.2014 - 08.2017
- Directed, guided, coached and mentored team of 200 agents and surpassed individual and corporate goals.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
Contact Center Team Leader
Telecom Egypt
06.2012 - 07.2014
- Implemented new call scripts to improve consistency in messaging and drive positive customer interactions.
- Analyzed performance metrics to identify trends and areas for improvement within the contact center operations.
- Developed strong relationships with key clients by maintaining open lines of communication and resolving issues promptly.
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
- Reduced employee turnover by creating a supportive work environment that fostered professional growth and development.
Quality Assurance Analyst
Telecom Egypt
06.2011 - 06.2012
- monitoring all voice and non-voice transactions for all units which interact with customer according to statistical sample size providing detailed.
- clear and professional performance feedback.
- maintain the required performance on a daily, weekly, and monthly basis.
- Follow up on the agents` consistency while establishing a reliable service performance measurement
Trainer Coordinator
Telcecom Egypty
10.2010 - 06.2011
- Is to deliver training sessions to the customer facing employees, conducts assessments and coaches and advises learners in order to improve their performance
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
Call Center Representative
Telecom Egypt
09.2009 - 10.2010
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
Bachelor of Computer Science - Computer And Information Sciences
6 October University
Egypt 04.2001 -
Skills
COPC
Project management
Six Segma
Timeline
Quality Assurance Manager
Telecom Egypt
02.2022 - Current
Quality Assurance Supervisor
Telecom Egypt
08.2017 - 02.2022
Contact Center Supervisor
Telecom Egypt
07.2014 - 08.2017
Contact Center Team Leader
Telecom Egypt
06.2012 - 07.2014
Quality Assurance Analyst
Telecom Egypt
06.2011 - 06.2012
Trainer Coordinator
Telcecom Egypty
10.2010 - 06.2011
Call Center Representative
Telecom Egypt
09.2009 - 10.2010
Bachelor of Computer Science - Computer And Information Sciences
6 October University
04.2001 -
Similar Profiles
Ahmed HabibAhmed Habib
Transmission Networks Operations & Maintenance Eng at Telecom EgyptTransmission Networks Operations & Maintenance Eng at Telecom Egypt
Adel AbdelrahmanAdel Abdelrahman
Governmental Affairs Manager at Telecom EgyptGovernmental Affairs Manager at Telecom Egypt
Ahmed SaadAhmed Saad
CIVIL AND TELECOM ROLLOUT SECTION HEAD at Telecom EgyptCIVIL AND TELECOM ROLLOUT SECTION HEAD at Telecom Egypt
SHERIF SAYED TAHA MOURSYSHERIF SAYED TAHA MOURSY
Follow-up & Technical Support Manager at Telecom EgyptFollow-up & Technical Support Manager at Telecom Egypt
Abeer KamalaldeenAbeer Kamalaldeen
Data Engineer at DGteraData Engineer at DGtera