Maged El-Emam

Experience

• 

  Freelancer

  Jan 2008 - Sept 2022

  Trainer

   Business Development  Soft Skills Quality Assurance  Human Development  Customer Experience  Marketing  Sales  Six Sigma Auditing Process Design Process improvement Call Centers Trainings Improving customer experience

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  Xceed

  Jan 2009 - now

  • Managing the Quality Management team• Managing the deployment of (COPC, ISO 9001, 14001and BS OHSAS 18001) requirements on an organization level as well as a departmental level.• Leading the implementation of the business process improvement projects using the six-sigma methodology. • Initiating, deploying and maintain documentation system • Establishing and improving the quality culture in the organization• Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications• Assessing customer requirements and ensuring that these are met.• Setting customer service standards.• Ensuring that processes comply with standards.• Working with operating staff to establish procedures, standards, and systems.• Directing process objectives to maximize profitability.• Recording, analyzing and distributing statistical information.• Drafting privacy policies and structuring business action plans.• Establishing and deploying quality plans• Responsible of delivering Quality, Business process, Six sigma and analysis trainings across Xceed Show less  Supervising the COPC and ISO family of standards certifications (QMS 9001:2008, ISO EMS 14001:2004, OHSAS 18001:1999 & ISMS 27001:2005) Leading a team of Quality Management Senior Business Analysts, planning and implementing projects for process improvement and optimization Supervising Client requirements gathering Creating all needed process to manage and control client requirements  Supervising the corporate Lean Six Sigma projects Supervising the change management function Supervising the Voice of the Client process Supervising the Employee feedback function Business Analysis and Office Automation  Supervising the Employee creativity engagement. Show less -Lead and cooperate with a team of quality assurance business analysts, planning and implementing Six Sigma projects for process improvement and optimization.-Analyze LOB processes to envision the proper improvement recommendations which will increase efficiency and productivity.-Perform periodic audits (COPC 5.0a OSP, COPC 5.0a CSP, QMS 9001:2008, ISO EMS 14001:2004, OHSAS 18001:1999 & ISMS 27001:2005)-Cooperate with a team of systems analysts and developers to design and develop automated business systems in line with business requirements and organizational objectives.-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.-Monitor organizational performance on all levels (financial, technical, sales, marketing, etc.).-Analyze both individual and team performances for all departments and perform quality control evaluations.-Develop the performance analysis program, providing a blend of innovative solutions alongside current best practice.-Undertake in-depth analytics, identifying relationships/patterns in complex data sets to develop insights and make recommendations to decision makers within the Senior Management Team.-Support the Senior Management Team in defining KPIs, data and reporting requirements in support of the business and performance management processes.-Ensure full alignment of all corporate activities and business plans are evidence-based.-Benchmark performance against quality standards and market trends and make recommendations on key performance drivers.-Identify and develop plans for performance metrics. Implement plans to initiate corrective action and continuous improvement to ensure operational objectives are met. -Prepare summary reports and develop presentations to document the execution of plans for executive management review and action planning. Show less -Analysis of historical data, forecasting and creating staffing scenarios for inbound, outbound and back office business functions.-Forecasts call volume, service level, and required staffing each week to meet all service level metrics (i.e., shifts, training, vacation, meetings, overtime, etc.) for all teams to ensure that productivity objectives are met in a timely and efficient manner.-Align with all business owners that all business activities are benchmarked, and accurately measurable.-Timely responsiveness of ad-hoc reporting requests within agreed to internal SLA`s.-Creation for account sizing for prospective accounts, in regards to headcount, seating or any other cost overheads-Timely flagging of potential problems or crisis within appropriate actionable timeframe-Managing all the call center Attrition & Absenteeism -Ensure Scheduling accuracy in order to meet business requirements Show less

  • Organizational Development Manager

    Aug 2019 - now

  • Quality Assurance Manager

    Nov 2018 - Sept 2022

  • Quality Management Head

    Jan 2015 - Sept 2022

  • Quality Management Supervisor

    Feb 2011 - Sept 2022

  • Senior Quality Assurance Business Analyst

    Jan 2010 - Jan 2011

  • Work force business analyst

    Jan 2009 - Jan 2010