Mohammad Issa

Handling the quality of three different projects

( Carrefour, First Finance Group, Macdonald And Ooredoo Telesales)

Job Responsibilities

• Implementing quality assurance policies and procedures.
• Performing routine inspections and quality tests.
• Identifying and resolving workflow issues.
• Ensuring that standards and policies are observed.
• Addressing and discussing issues and proposed solutions with superiors and managers.
• Documenting quality assurance activities and creating audit reports.
• Making recommendations for improvement.
• Creating training materials and operating manuals.
• Plan, execute, and test for quality.
• Assist operations by tracking, documenting, and reporting quality levels.
• Investigate reports of product quality issues and ensure resolution in accordance with company guidelines and regulatory requirements
• Develop or update procedures for capture, investigation, and documentation of product complaints
• Monitor risk-management procedures, maintain problem logs, and report issues to managers.
• Provide training and support to operation team members that covers systems, policies, procedures, and core processes.

• Created staff schedules, approved requested time off and updated reports.
• Worked with customer service to handle escalated customer issues.
• Supervised agents
• Used advanced features of Microsoft Office to complete all necessary reports for senior management review.
• Managed team workload to reach KPi targets.
• Delegated daily tasks, addressed employee questions and resolved scheduling issues

• Responded to customer needs through competent customer service and prompt problem-solving.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Logged call information and solutions provided into internal database.
• Resolved concerns with products or services to help with retention and drive sales.
• Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
• Generated weekly and monthly reports to highlight customer service performance and measure milestones.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Created and maintained detailed database to develop promotional sales.