Mohamed Magdy Mahmoud Aleimy

• Monitoring, evaluating, and auditing a selection of inbound calls and chats.
• Reporting evaluation results to relevant stakeholders such as Quality Leadership, Operations, Clients, Account Management, and Resource Unit partners.
• Participating in calibration and call listening sessions with Quality Leadership, Operations, Program Management, and clients to ensure scoring consistency and best practices.
• Taking part in internal quality audits to identify process control and efficiency improvements for overall contact quality.
• Maintaining a strong program knowledge base, including a basic understanding of client products, services, and program strategies.
• Participating in quality task forces with Business stakeholders to address quality-related issues.
• Meeting departmental productivity requirements such as monitoring a certain number of calls per month or evaluating a certain number of emails.
• Supporting management in reviewing key drivers, metrics, and operational processes, including Training, to achieve Balanced Scorecards and profitability goals.

responsible for supporting the monitoring and evaluating the quality of inbound and outbound calls and other customer contact methods (e.g. chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

customer communication, conflict resolution, complaint handling, and sales

specializing in computer maintenance and laptop repairs, troubleshooting hardware problems, replacing faulty components, and conducting routine maintenance to ensure optimal performance.

Faculty Language and Translation - Section Islamic Studies in German

The Top Performance for six consecutive months on a Telefonica account