Experience

1Zillion Online Shopping | ون زليون

• Saudi Arabia
• Retail
• 1 - 100 Employee

• Quality Assurance Supervisor

  • Nov 2019 - Present

  Develop action plans to drive improvement (provide baseline statistics and reporting showing the effectiveness of the action plan) Monitor and evaluate QA Rep performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses. Mentor and coach representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience. Maintain department reporting of QA scores and trending. Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices. Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations. Manage productivity goals, staffing, scheduling, and daily tasks. Provide program and agent performance reporting, including statistical analysis and reporting. Maintain proper documentation of call performance and associated corrective measures as applicable. Coordinate issue resolution for all levels of escalated issues. Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities. Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed. Stay up to date on new products, procedures, and marketing initiatives. Ad hoc projects. Show less



REVTON

• Amman Governorate, Jordan

• Third Party Office/ QA

  • May 2017 - Nov 2019

  1- Achieving high levels of customer satisfaction through excellence in receiving, identifying, dispatching and assuring the quality of goods. 2- Measuring and reporting the effectiveness of warehousing activities and employee’s performance. 3- Ensure shipments and inventory transactions accuracy. 4- Interface with customers to answer questions or solve problems. 5- Maintain items record, document necessary information and utilize reports to project courier’s status. 6- Coordinate activities with other departments. 7- Ensure that operational projects stay within agreed upon budgets and timelines. 8- Ensures shipping service level standards are met or exceeded. Work with other operational teams to monitor, measure and improves performance against established KPIs with 3PL partners and couriers. Show less



MarkaVIP

• Retail
• 200 - 300 Employee

• Merchandiser

  • Jan 2011 - Apr 2017

  1- Planning and developing merchandising strategies.2- Analyzing sales figures, customers reactions and market trends to anticipate product needs.3- Collaborating with buyers, suppliers, distributors and analysts to negotiate prices, quantities and time-scales.4- Maximize customer interest and sales levels by displaying products appropriately. 5- Build constructive customer relationships and team with channel partners to build pipeline and close deals.

• Quality Assurance Specialist

  • Mar 2014 - Jan 2016

  1- Determines telemarketing quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to telemarketing service representatives on new products.2- Provides feedback to telemarketers by monitoring calls; monitoring feedback for external vendors; conducting weekly and monthly help sessions.3- Directs quality initiatives by requiring adherence to quality assurance policies and procedures; and developing new models.4- Evaluates telemarketing approaches by rating effectiveness of telemarketing service representatives, providing quality ratings, developing training programs and conducting training.5- Testing new contents and interface with various social media channels (e.g. company’s homepage on Facebook, Instagram, etc.) to understand customer’s buying patterns. Show less