Hend Magdy

Experience

• 

  Raya Contact Center

  Apr 2012 - Mar 2019

  • Team Development• Managing different projects• Managing different clients.• Program level analysis & presentation.• Managing the performance of the Senior QAEs and QAEs, ensuring all tasks are done on-time with the required accuracy.• Reviews all QA related metrics at site level and reviews problem-solving cases• Assure failures and potential failures to set action plans/ preventive actions on a weekly and monthly basis and communicates results to the account manager• Assure the analysis of quality variations from metrics and documents quality-related problem-solving cases.• Assure the analysis of the high Customer Effort reasons to be reported to the Customer Effort Analyst by the monitoring team.• Assuring taking proper actions on high CE reasons escalated to CE TL.• Assures project quality performance related to agents is being analyzed, hours, days, results and minimizes variations.• Assure the Designs and re-designs score sheets, for new and existing projects, to ensure that all new requirements and actions are reflected and measured on individual and program level. Show less

  • Quality Assurance Supervisor

    Jan 2017 - Mar 2019

  • Senior Quality Assurance Specialist

    Sept 2015 - Dec 2016

  • Quality Assurance Executive

    Sept 2013 - Aug 2015

  • Call Center Representative

    Apr 2012 - Aug 2013
• 

  Talabat

  Apr 2019 - now

  Work with Teams on redefine the interdepartmental workflow between functions and ensure all stakeholders work together effectively.Design the standard procedure of each position within the organization.Define the clear guide for KPIs tracking & reporting to subordinates, designing the standard reporting forms of department's KPIs.Creating user friendly and efficient user manual for each department and position.Spotting the areas of improvement and implement the process with least redundant work and more efficient to ensure a streamlined production.Leading the change & the implementation processes within the functions.Leading the work with stakeholders to define the ROI of any implementationand the basic requirement to implement the change.Audit the Compliance to the standard procedures.Measure the functions compliance to the standard procedures.Conduct related audit procedure through Conducting interviews, checking reports and documentation.Define the Compliance metric OKRs and define thresholds for achievement. Show less . Manage CSAT. Process Enhancement. Leading new projects and implementing Quality module. Team Development. Managing different projects. Managing BPOs companies.. Program level analysis & presentation.. Managing the performance of the Supervisors, Senior QAEs and QAEs, ensuring all tasks are done on-time with the required accuracy.. Review all QA related metrics and review problem-solving cases. Assure failures and potential failures to set action plans/ preventive actions on a weekly and monthly basis and communicates results to the Quality Manager & Management.. Assure the analysis of quality variations from metrics and documents quality-related problem-solving cases.. Assures project quality performance related to agents is being analyzed, hours, days, results, and minimizes variations.. Assure the Designs and re-designs score sheets, for new and existing projects, to ensure that all new requirements and actions are and measured on individual and program level. Show less • Team Development• Managing different projects• Managing BPOs companies.• Program level analysis & presentation.• Managing the performance of the Senior QAEs and QAEs, ensuring all tasks are done on-time with the required accuracy.• Review all QA related metrics and review problem-solving cases• Assure failures and potential failures to set action plans/ preventive actions on a weekly and monthly basis and communicates results to the Quality Manager & Management.• Assure the analysis of quality variations from metrics and documents quality-related problem-solving cases.• Assuring taking proper actions on high CE reasons escalated to TL.• Assures project quality performance related to agents is being analyzed, hours, days, results, and minimizes variations.• Assure the Designs and re-designs score sheets, for new and existing projects, to ensure that all new requirements and actions are reflected and measured on individual and program level. Show less

  • Senior Specialist Process Improvement and Compliance

    Jun 2024 - now

  • Quality Assistant Manager

    Jan 2023 - Jun 2024

  • Quality Supervisor

    Apr 2019 - Jan 2023