Experience

• 

  Standard chartered bank

  Feb 2011 - Oct 2011

  New business executive

  Market bank products to the target clientele.

• 

  Techno brain bpo / (ites) limited

  Dec 2011 - Jul 2015

  Heading ongoing and new e-commerce project(s) from existing and new clients and managing the available staff, and any new ones that may be recruited to ensure successful completion of the project(s). Act as a conduit between the client, management and my team.

  • Service Delivery Lead

    Nov 2013 - Jul 2015

  • Supervisor

    Aug 2013 - Oct 2013

  • Production Agent, Quality Checker

    Dec 2011 - Jul 2013
• 

  Sama

  Aug 2015 - now

  Ensuring that the set monthly revenue targets are attained and surpassed within time and with high-quality project execution.Communicating the progress of production, quality, and resourcing initiatives to all relevant internal stakeholders.Managing and delivering work for various projects and provide reliable information in accordance with agreed plans and schedules and handle minor project escalations.Providing internal stakeholders with transparent and attentive project management support covering production and quality management.Responsible for the management, organization, and coordination of the day to day working of the Team Leaders and production staff of the designated account within the Centre to deliver the highest standards of service to clients.Leading and managing the Team Leaders and production staff, ensuring that they are well managed, trained, and motivated to meet the objectives and priorities of the Centre by providing constant feedback on their performance and where necessary, coaching to close performance gaps.Responsible for project quality management and basic project cost management.Handling minor project escalations and manage conflict within the team.To work proactively with colleagues across the Centre taking the initiative to resolve issues as they arise and contribute appropriately to meetingsDevelop a strong trusted advisor relationship with key internal stakeholders.Identifying potential value additions and/ or areas of work we can target for the client with the justifiable business impact of the proposed solution. Show less Reporting:Communicating the progress of production, quality and resourcing initiatives to all relevant internal stakeholders.Ensuring that the set monthly revenue targets are attained and surpassed within time and with high quality project executionProject Management:Managing and delivering work for various projects and providing reliable information in accordance with agreed plans and schedules and handling minor project escalationsProviding internal stakeholders with transparent and attentive project management support covering production and quality management.Responsible for the management, organization and coordination of the day to day work of the Team Leaders and production staff of the designated account within the Centre to deliver the highest standards of service to clients.Leading and managing the Team Leaders and production staff, ensuring that they are well managed, trained and motivated to meet the objectives and priorities of the Centre by providing constant feedback on their performance and where necessary, coaching to close performance gaps.Responsible for project quality management and basic project cost management.Handling minor project escalations and manage conflict within the team.Business support:Working proactively with colleagues across the Centre taking the initiative to resolve issues as they arise and contribute appropriately to meetings.Providing Engineering team with feedback regarding SamaHub featuresDeveloping a strong trusted advisor relationship with key internal stakeholdersIdentifying potential value additions and/ or areas of work we can target for the client with justifiable business impact of the proposed solution. Show less Daily supervision, coaching, mentoring, motivation, and coordination of a team of Quality Analysts to ensure reporting requirements and performance metrics are met.Providing qualitative and quantitative feedback on compliance and transactional accuracy to team leaders, members of management,t and department representatives.Leading and supporting QA-related performance management initiatives.Develop internal control systems to determine if Quality Analysts/QA processes/QA systems produce useful, accurate, and reliable data per QA policies and procedures and proactively assess and address any potential risks with QA leadership.Leading or supporting training for new and existing agents to ensure they can meet and exceed the defined SLAs.Performing critical business analysis of issues identified by QAs, including identifying root cause(s) and identifying value-add opportunities for improvement in a timely manner.Assessing new and ongoing projects work plans and workflows, and audit approaches with recommendations to optimize quality and production.·Analyzing QA reports to identify trends and make relevant recommendations to Training, Operations, and any other applicable business units.Maintaining a thorough understanding of assigned accounts product knowledge, processes, and policy requirements and ensuring that any changes are updated in relevant logs and are effectively communicated to the relevant parties.Developing and maintaining effective working relationships with clients and/or accounts project managers.Leading and supporting additional special projects and initiatives of the QA team as necessary to achieve departmental objectives; including the monitoring, evaluation, and scoring of new and existing projects.Managing Client complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client. Show less Tracking project performance for all team members and provide constructive feedback.Ensuring overall achievement of team performance objectives, operational performance, schedule adherence and team quality.Monitoring and reporting on project performance, provide feedback and take appropriate corrective action.Providing floor support, handle escalations and ensure that agents’ personal targets and deadlines are met.Providing support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements.Providing regular coaching and training on new and existing products and changes to any processes.Overseeing quality, conducting regular quality assessments and leading weekly performance reviews for all agents in the team.Preparing daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.Building teamwork, provide the team with appropriate communication and gain their feedback through regular team meetings. 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  • Project Manager

    Oct 2020 - now

  • Account Manager

    Nov 2018 - Oct 2020

  • Quality Assurance Supervisor

    Jan 2018 - Nov 2018

  • Team Leader

    Aug 2015 - Jan 2018