Mahmoud Hanafy

• Leads the QA & Transformation Teams and ensures they are set for success, Manages the development of the appropriate quality solutions, initiatives, and frameworks for assigned operations. managing one, or more, high-performing engagement teams at an executive level within the practice.
• Working closely with clients at all levels to understand, analyze, design, formulate, evaluate, recommend and implement projects to drive sustainable impact.
• Consulting activities can include but aren't limited to proposal creation, industry research, the creation of value propositions, ROI Modeling and analysis, internal and external, virtual and in-person client presentations, process mapping, and collateral creation
• Ability to articulate the nuances of the travel industry internally and externally, strong understanding of business transformation design and delivery in travel sector and demonstrate in-depth technical capabilities and professional knowledge of the travel sector.
• Work and collaborate with the regional/global business development teams related to proactive and reactive sales pursuits.
• Present key transformation related report outs, proposals and material to senior internal and client facing executive teams.
• Ability to leverage and integrate best practices, Create Research based output and deliverables, and complete financial models, CBAs and cost optimization schedules related to transformation solution design.
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Assisting the Quality Manager in managing and developing a team of QA Supervisors to meet and exceed quality performance and client satisfaction.

Key Responsibilities:

-Analyzes the performance of the QA supervisors and team on an intraday/daily/weekly and monthly basis to maximize business performance.
-Support, motivate, evaluate, develop, and coach their QA Supervisors to continually meet and exceed their individual/team targets
-Identifies those QA teams who are not meeting goals and conducts one-on-one coaching sessions with and agrees on action plans to follow.
-Studies performance reports developing QA staff tools to enhance the performance of low-performing coaches and analysts.
-Develops and ensures daily execution of QA processes via oversight and support to the QA/Sup/Leads for each program
-Monitors performance by gathering relevant data, producing statistical reports, and developing direct reports relevant to team-wide behavior opportunities
-Manage on Client´s escalations process
-Identifies and defines problems through the gathering of relevant information leading to the development of alternative solutions
-Takes the initiative to communicate accurate, up-to-date plans and information to subordinates, peers, and management. Expresses thoughts clearly, both verbally and in writing. Listens and understands the views of others
-Promotes cooperation within the department & other departments, manages workgroups with diverse influences and proper interpersonal skills to guide individuals or groups toward achieving results

• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Updated quality control standards, methods and procedures to meet compliance requirements.
• Wrote and implemented new rework procedures to standardize processes and streamline workflow.
• Managed and archived quality documentation and participated in internal and external quality audits.
• Inspected inbound and outbound products for compliance with established industry standards, company policies and procedures.
• Improved quality processes for increased efficiency and effectiveness.
• Collaborated with contract representatives and oversaw quality control implementations and reporting.
• Provided observations, took measurements and performed tests at various stages according to quality control plan.
• Liaised with HR manager to organize and perform quality standard training for new and existing staff.

Leads a staff of Quality Assurance Analyst to monitor contacts for "Telecommunication, Food & Beverage Delivery Services, and online travel agency" clients and report the findings of these calls in the form of Critical Errors, Top Call Drivers, Repeated Errors, Trending Errors, and Customer Feedback
Key Responsibilities:
QA Sampling Plan to include all transaction types that need to be monitored, review achievement of Sampling Plan objectives weekly and use the QA Staffing Calculator, QA Sampling Plan, and Weekly Monitoring templates found in the Tools and Processes section.
Support Operations to present QA findings as and when required, use top driving behavior information to create a QA outlier list which can be used to prioritize coaching and correlate QA attributes to KPIs and update as appropriate
Hold focus groups with the QA team to gain further understanding of the most common issues missed and Coaching / Closed-loop feedback.
Responsible for the training and calibration of all staff conducting the CSAT process
Responsible for the process to identify Agent-controllable & uncontrollable root cause(s): 1- Controllable opportunities are coached and addressed via corrective action plans 2- Uncontrollable opportunities are addressed with recommendations delivered to Account Management
Deliver monthly report(s) to address, but are not limited to, the following: o Critical Errors (End User, Business, and Compliance) o Top call drivers o Top Behaviors o Repeated Errors

Quality Assurance Analyst responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction and working primarily with agents and supervisors.
Key Responsibilities:
Responsible for conducting internal monitoring based on company and daily quotas.
Inform of any suspicious or malicious behavior detected during monitoring.
Analyze adherence to quality policies and procedures by monitoring agents
Execute coaching process using internal standards for feedback and coaching
Observe potential inappropriate behaviors and provide real-time alerts that are followed with immediate actions taken (security rider)
Identify areas of opportunity for agent behavior that impacts KPIs.

Customer Success Specialist Responsible for handling one of the biggest telecommunication companies’ customers (Billing / Technical)
Other Responsibilities:
Subject Matter Expert: Delegated to handling quality monitoring & new hires’ support during their first 3 months
Operations Supervisor Delegate: Responsible for handling team's inquiries, daily performance reports, quality monitoring

Handling Etisalat EG Mid & High-Value Customers
Other Responsibilities:
Handling Escalation calls
Delegated to handle Quality Fatal Errors / Quality POC
Delegated Operations Team Leader

Responsible for Data validation & Collection for Vodafone Egypt (B2B & B2C)