Syeda Nadia

Experience

• 

  Etisalat

  Oct 2007 - now

  Ensure rigor and governance is sustained within the ongoing RCA process to support clear identification and escalation of key business risks.  Work collaboratively with Insights team to ensure the accuracy and effectiveness of the data used for any RCA.  Use specific complaints Insights to pro-actively determine and support the RCA agenda and process reviews.  Operate within the established RCA framework and continuously review to ensure framework remains fit for purpose and root cause is relevant to that of FCA focus and customer detriment. Produce clear and accurate outputs of RCA to include, but not limited to, methodology, sample size and source of data. Represent Operational Excellence within all relevant forums and committees.  Produce and develop RCA reports specifically in relation to customer complaints  Use appropriate tools to establish the cause of the problem and recommend actions to rectify the issue including preventative solutions. Conduct trend analysis to identify and highlight any organisational themes in relation to customer complaint reasons.  Take responsibility for pro-actively monitoring areas of interest and external factors to ensure the RCA agenda remains relevant at all times.  Compile and vigilantly track all root cause actions, including coordination of post implementation reviews of the mitigating actions to demonstrate their effectiveness of complaint reduction.  Own and maintain the RCA tracker, coordinating updates and ensuring accurate auditability of all actions identified through RCA. Engage with the Implementation Executives to identify any wider business in changes that will support mitigating/preventative actions following RCA.  Contribute to an environment within Operational Excellence which supports continuous improvements to ensure ongoing efficiencies of the RCA framework. Show less • Perform and document investigations for complaints• Prepare Daily/Weekly/Monthly/Quarterly/Yearly reports for complaints. • Assure all reporting is performed in accordance with regulations and submitted within the reporting time limits prescribed • Review and analyze complaints history records for etisalat products in an effort to determine whether anything that occurred in the process may have caused or contributed to the customer complaint. • Perform functional and visual tests on returned components to determine root cause. • Work with marketing, sales,IT, engineering, and other functional areas to formulate corrective actions and ensure implementation is complete and remedial actions are taken. • Serve on the Complaint Review Board and Participate in Management review• Develop, maintain and monitor qualitymetrics to serve as dashboards for the quality systems. • Leads by example and participates in and leads continuous improvement projects and Lean-Management activities• Utilize complaint reporting process for trending and regulatory requirements. Included but not limited to: complaint categorization, escalation, documentation of results, review and facilitation of complaint closure, provide KPI data for stakeholders.• Communicate with those responsible for call center operations to ensure proper coding of complaints and provide feedback when necessary• Pro-actively analyze, report and communicate complaint and quality trends• Investigate and analyze consumer returned samples and critical complaints• Develop, plan, and conduct routine studies, as appropriate, for enhancing product quality and/or reducing complaints• Maintain system performance of the reports required to meet business requirements, complete complaint investigations, and ensure quality metrics are reported correctly• Extract data for process control functions and develop ad hoc reports as needed Show less

  • Analyst

    Jul 2014 - now

  • Management Information System Analyst

    Jan 2010 - Jun 2014

  • Customer Service Representative

    Oct 2007 - Dec 2009