AymanEl Mohamady Farag

Founder & Host

Khalek 3ala el Khat - خليك على الخط

Founded and hosted a podcast dedicated to Quality, Customer Experience, and Call Center realities. Designed content to educate and empower professionals across various levels in the industry. Engaged with industry experts to provide valuable insights and discussions on relevant topics.

Quality Monitoring Supervisor

Xceed

Prepare and issue quality reports required by external and internal customers. Act as a focal point between operation and designated clients with regard to quality concerns. Calibrate quality-monitoring output between client, operation, and the customer satisfaction surveys.

Customer Service Team Manager

Careem

Manage a team of call center agents across all LOB. Be available to affect the entirety of the team's operations. Manage by walking around. Be visible to answer questions.

COPC internal Auditor

ECCO Outsourcing

Acts as coordinator or point of contact for external audits on COPC. Plans, organizes and conducts internal audit on the conformance of COPC standards then coordinates with the functional areas to close corrective actions.

Quality Assurance Auditor

ECCO Outsourcing

Create the sample size every month and using six sigma calculation and will be responsible for the process of sampling. Responsible for handling the project, and this responsibility will be as follow: Call scenario updates and change, Any other updates with recording system, Testing and ensuring implementation of any changes, Communication with the relevant parties for the assigned project, Reporting, Communicating with the process and business analysts for the analysis of project performance, Following up on the project performance with the business analysts as per the problem solving process results as well as the operation, Making presentations on the project performance and presenting to the relevant parties in the operation staff and the call center manager in presence of the process and business analysis team and the direct supervisor.

Quality Assurance Team Leader

ECCO Outsourcing

Responsible for the sampling process (communicating the whole process and ensuring the correct and proper implementation in time). Managing the team adherence and schedule. Manage and supervise the work of the QA monitoring team.

Senior Quality Assurance

ECCO Outsourcing

Create the sample size in a month and will be responsible for the process of sampling. Responsible for My project, and this responsibility will be as follow: Call scenario updates and changes, Auditor & make investigation to enhance performance the QA team and the Team leaders, Expert on the Calibration sessions and owner for the Calibration process, Testing and ensuring implementation of any changes, Communication with the relevant parties for the assigned project, Reporting, Communicating with the process and business analysts for the analysis of project performance, Following up on the project performance with the business analysts as per the problem solving process results as well as the operation, Making presentations on the project performance and presenting to the relevant parties in the operation staff and the call center manager in presence of the process and business analysis team and the direct supervisor.

Quality Assurance

ECCO Outsourcing

Monitor all the inbound accounts based upon the standard sample size. Resources and training required. Develop the monitoring approach by providing recommendation on Process level, program level and on the agent level. This may be reflected on a single transaction or on a general report.

Senior customer service Representative

ECCO Outsourcing