Olivia Safwat

Experience

• 

  NSGB

  Aug 2010 - Sept 2010

  Trainee
• 

  Teleperformance Egypt

  Oct 2010 - Nov 2016

  I managed 80+ employees across three sites (two sites in Cairo and one in Dubai) across 26 different accounts supporting offshore countries (Expedia Canada, Samsung UK, Western Union USA, Canada and UK), nearshore countries (Microsoft Middle East & South Africa, Du UAE), local accounts (Vodafone Egypt and Samsung Egypt) handling different Line of Businesses (Calls Inbound, Calls Outbound, Chat, E-Mails, Social Media and E-Commerce). • Acts as primary contact relative to QA processes, tools and staff.• Develops and ensures the daily execution of QA processes via oversight and support to the QA/Sup/Leads for each program.• Provides data intelligence relative to team-wide behaviour opportunities.• Leads QA improvement initiatives in conjunction with operations and training.• Provide recommendations to management on how the team can make improvements that impact revenue, costs or customer satisfaction.• Support continuous improvement in quality and performance and demonstrate a strong ability to adapt to change.• Collates and analyses performance data and charts against defined targets.• Monitors performance by gathering relevant data and producing statistical reports.• Identifies relevant quality-related training needs and delivering training.• Ensures all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately. Show less • Share Customer comments and feedback to Management, as necessary, in order to promote continuous improvement. • Provide recommendations to management on how the company can make improvements that impact revenue, costs or customer satisfaction.• Support continuous improvement in quality and performance and demonstrate a strong ability to adapt to change.• Leads the execution of established processes for their team.• Participates/chairs internal/external calibration sessions.• Controls the established monitoring processes and procedures.• Serves as a version control keeper for all QA related tools/reports.• Is responsible for in-depth CSAT/D-SAT Analysis.• Provides constructive feedback on a weekly basis to QA Manager.• Ensures all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately. • Other duties as assigned. Show less • Creates Monitoring plans (Weekly/monthly).• Develop and maintain current knowledge of the account.• Conduct monitor transactions based on approved monitoring plans.• Ensure that the needs of the customer and client are met on each and every call.• Monitor a set amount of calls on a daily basis.• Effectively supply supervisor with areas of improvement for agents and developing a strong working relationship with Supervisor.• Meet with Supervisor on a regular basis to deliver feedback for coaching.• Participates in calibration sessions required by the client and internal processes.• Devises and performs various types of analyses according to account nature.• Ensures all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately. • Other duties as assigned. Show less • Support and provide service via phones, e-mails, social media, chat, etc.• Use listening skills that support effective telephone communication to support customer needs and requests. • Apply appropriate actions to effectively resolve the customer request.• Maintain accurate data input of consumer enquiries, questions and enter feedback on the customer services database.• To ensure client complaints are dealt with and logged in line with the company’s complaints escalation policy.• To provide a high level of customer service to clients at all times.• To ensure all support calls and (when applicable) emails are answered and resolved within the agreed SLAs and logged appropriately.• To work effectively as part of a team, developing effective and supportive relationships with colleagues.• To troubleshoot through the use of open questions, support documents and system training.• To have a sound knowledge of all products and services, understanding their use and functionality.• To be able to offer recommendations to common problems or frequently asked questions.• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately. • Other duties as assigned. Show less

  • Quality Manager

    Nov 2015 - Nov 2016

  • Quality Supervisor

    Feb 2014 - Oct 2015

  • Quality Analyst

    Oct 2011 - Jan 2014

  • Customer Service Representative

    Oct 2010 - Sept 2011
• 

  Majorel

  Jan 2017 - Sept 2019

  Quality Manager

  • Manages over +120 employees across 6 sites (Dublin, Krakow, Lisbon, Wroclaw, Berlin & Casablanca) as part of an outsourcing vendor partnership• Define, monitor and improve service-level agreement (SLA) to maintain the Company’s Quality framework• Manages multiple Quality projects in parallel across existing locations expansions and launch new locations while adhering to timelines (2018: Launching 3 new sites and 8 different programs)• Pinpoint potential risks or challenges in terms of Service level and project implementations and communicate through the right channels with relevant stakeholders• Communicate customer feedback and gaps in data quality to relevant teams in order to improve the overall quality of service, providing insights into recommended areas for process improvements or system automation to prevent recurring issues• Deliver solutions for key issues through effective problem solving and project management• Ensure a closed loop with the training department and provide feedback and suggestions on training needs to the Learning & Development Manager• Ability to develop automate QA reports & data Report Weekly/ Monthly with internal & external customers on quality results and action plan• Coach & provide consistent feedback to QA analysts, QA Team leads and QA Ops Leads to improve their performance• Maintain an aggressive pursuit of root cause analysis to identify and resolve quality problems. Implements various components of a quality assurance program compromised of data analysis, systems evaluation and product assessment. • Collaborate with internal clients on QA/C-Sat for improvement initiatives• Manage client and customer relationships through prompt analysis and full transparency and collaboration• Set up and maintain process documentation and manuals for all Quality processes Show less

• 

  Airbnb

  Oct 2019 - now

  CS Regional Partner Quality Lead

  - Works directly with partner Quality teams to drive compliance, performance and consistency in all quality processes- Provides reporting and analysis to internal and external leadership so they can coach their teams effectively- Works closely with the on site partner QA Lead to determine best practices for QA processes, in collaboration with the QA Manager and Partner Manager- Analyzes data to identify issues and help develop impactful and measurable action plans, and leverage project management acumen to bring the plans to fruition- Manages and develops supporting specialists including oversight of training and onboarding of QIA team members- Works directly with our Partner Management team to improve partner site performanceImplements the policies and best practices of the global Quality program- Drives continuous improvement of our user experience through closed loop feedbackOccasionally leads or takes part in projects that develop Quality program elements- Monitors, reports and works around any quality tool outages- Learns NICE to become a tool SME; runs reports weekly to understand opportunities at their designated sites- Provides in-region reporting on Quality program status, performance, hiring, onboarding and outcomes to the EMEA Regional Quality Manager on a regular basis- Conducts Quality certification for all new Partner sites. Ensures all new Partner site QIAs meet the calibration standards of the global Quality program post-onboarding- Works with Partner Management team to address escalated issues, dips in performance and the rollout of new Quality initiatives to drive performance- Participates in and completes site visits for all new site RFPs- Leads global calibrations across partner network Show less