Ali Ibrahim

Experience

• 

  Rmc raafat.miller.consulting

  May 2017 - Nov 2017

  Electrical Engineering Consultant
• 

  Concentrix

  Dec 2021 - now

  • Led and managed a team of 15 Quality Assurance Specialists, ensuring the delivery of accurate and timely evaluations of call center interactions.• Developed and implemented comprehensive quality assurance programs, including call monitoring, performance evaluations, and coaching methodologies.• Established and monitored key performance indicators (KPIs) to assess call center quality, compliance, and operational effectiveness.• Conducted regular audits and evaluations of call center processes, workflows, and documentation to ensure compliance with company policies and procedures.• Analyzed call center data and performance metrics to identify trends, patterns, and areas for improvement.• Collaborated with call center supervisors, trainers, and agents to deliver targeted coaching and training programs based on quality assessment findings.• Implemented process improvements and best practices to enhance call center operations, customer service, and overall quality.• Developed and maintained quality reports, presenting findings and recommendations to senior management.• Stayed updated on industry trends, best practices, and regulatory requirements related to call center quality management.• Fostered a culture of continuous improvement and quality consciousness throughout the organization. Show less • Monitor and evaluate recorded or live customer interactions, including calls, chat conversations, and emails, to assess adherence to quality standards, compliance, and customer service excellence.• Conduct audits on call center processes, workflows, and documentation to ensure compliance with company policies and procedures.• Evaluate agent performance based on predefined criteria, such as call handling, product knowledge, adherence to scripts, and customer service skills.• Provide timely and constructive feedback to call center agents, highlighting areas of improvement and coaching them on quality and customer service best practices.• Collaborate with call center supervisors and trainers to develop and deliver targeted coaching and training programs based on quality assessment findings.• Identify trends, patterns, and root causes of quality issues and recommend process improvements or training interventions to enhance overall performance.• Maintain accurate and detailed records of quality assessments, findings, and action plans for ongoing improvement.• Stay updated on industry trends, best practices, and regulatory requirements pertaining to call center quality assurance.• Participate in calibration sessions with other Quality Assurance Specialists to ensure consistency and alignment in evaluations. Show less

  • Quality Assurance Supervisor

    Jan 2024 - now

  • Senior Quality Evaluator

    Sept 2023 - Jan 2024

  • Quality Evaluator

    Nov 2022 - Sept 2023

  • Travel Consultant

    Dec 2021 - Nov 2022
• 

  LUX TECH

  Aug 2022 - Jun 2023

  Business Development Engineer