Quality Manager - MHD Tarek Moujaber

lead and manage a team of supervisors responsible for achieving pre-defined KPIs .

Measure CC Employees performance against in-house and external standards.
Look at any areas of weakness and recommend ways to improve.
Review existing policies and plan how to improve process management in the CC division.
Consult with staff and work with the training department to put plans into effect.
Review and assess the effectiveness of changes.
Work closely with other managers and departments.
Develop with the MK division the retention and loyalty program.
Conduct monthly evaluations for quality supervisors and ensure the evaluations of the quality
coordinators are completed and submitted on a timely basis.
Monitor quality outsourcing projects.
Provide monthly reporting on CC findings and CC employees results.
Ensure the used tools & applications are operational and coordinate with the IT every modification
that will facilitate & enhance the workflow.
01/07/2019 – 04/12/2021 – Damascus, Syria
QUALITY & RETENTION SUPERVISOR – MTN -SYRIA
Lead a team of coordinators managing the day-to-day operations and long–term customer retention
strategy.
Provide monthly reporting on cancellations, including root cause and trend analysis.
Provide monthly reporting on retention activities, including insight into successful and unsuccessful
activities.
Ensure team initiates and develops strong relationships with high-value customers in order to
successfully lead and analyze the CC loyalty initiatives.
Define the loyalty initiatives & projects in the Customer Care division.
Lead Budgetary and planning activities for the provided offers, and report on program/offers costs.
Analyze dormant & high-value post and prepaid subscribers’ behavior and thus develop initiatives
that will increase both satisfaction & revenue.
Assess & allocate team resources based on evaluation of priorities to achieve company objectives.
Overall responsibility for developing, testing, and implementing proven offers that improve retention
rate, build loyalty and maximize customer lifetime value.
Coordinate work efforts with the Marketing, Sales & IT divisions to develop the targeted retention
initiatives in the Customer care Division and improve the diversification of the offer.
Oversee post- campaign debriefings using qualitative feedback & quantitative response analysis.
Coordinate with IT to enhance the application’s functionality in order to facilitate the workflow.
Provide training and mentoring to new team members.
WORK EXPERIENCE
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