Ali Zakarneh - CC/CX Expert
Al Khobar / Bahrain
Summary
Detail-focused Quality Assurance Supervisor known for high productivity and efficient task completion. Possess specialized skills in process improvement, regulatory compliance, and risk management. Excel in critical thinking, problem-solving, and leadership to ensure quality standards are not only met but surpassed. Utilize effective communication and organizational abilities to lead teams towards achieving excellence in quality assurance objectives and strive to reach continuous customer satisfaction and overall experience.
Overview
13
13
years of professional experience
Work History
Quality assurance supervisor
Retal Urban Development
Al Khobar
03.2024 - Current
- Advanced customer satisfaction with consistent delivery of high quality.
- Fostered a culture of continuous improvement within the team to increase productivity levels.
- Reviewed training material, customer care processes, quality assurance, and social media, and updated them.
- Evaluated system specifications and requirements for optimal functionality.
- Streamlined workflow, enhanced efficiency in the customer care process.
- Established effective quality assurance processes to enhance customer care agents' reliability.
- Created detailed reports regarding inspection outcomes, and shared findings with senior management regularly.
- Collaborated with project teams to identify and resolve quality issues promptly.
- Developed training programs for new coaching staff members.
- Developed strategies to increase customer satisfaction and sales.
- Generated reports on customer satisfaction surveys for management review.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Senior QA & Training Associate
Gulf CX
Bahrain
01.2019 - 07.2023
- Liaise with clients on improvement plans, service validations, CSAT improvement, CC, and CSR performance, and compliance with SLAs.
- Manage and assign targets, daily tasks, coaching sessions, and training both internally and externally.
- Facilitated training sessions to enhance staff knowledge and skills.
- Collaborated with team leaders to assess training needs and gaps.
- Evaluated training effectiveness through feedback and assessments.
- Maintained training records and documentation for compliance purposes.
- Mentored junior trainers in effective delivery techniques.
- Provided coaching feedback to agents on their interactions with customers during call monitoring sessions.
Quality Assurance & Training Officer
JollyChic EC Limited
Amman
01.2018 - 01.2019
- Translation of scripts, campaigns, and system operational guides (Arabic and English), and IVR segments.
- Perform monthly Quality Assurance Reporting on CSR level.
- Developed training materials to enhance employee skills and knowledge.
- Conducted workshops to improve team collaboration and communication.
- Assessed training needs through surveys and employee feedback sessions.
- Evaluated training effectiveness using participant assessments and feedback.
- Coordinated with department heads to align training with organizational goals.
- Prepared reports outlining progress of employees' development activities.
- Conducted quality inspections on incoming and outgoing calls to ensure compliance.
Customer Service Representative
Extensya
Amman
01.2017 - 01.2018
- Company Overview: Outsourcing Business Solutions.
- Customer Service Representative: JollyChic Account.
- Outbound CSR - Marka VIP Account.
- Outsourcing Business Solutions.
- Assisted customers with inquiries and resolved issues efficiently.
- Provided clear product information and guided customers through services.
- Managed customer accounts using internal database systems effectively.
Assistant Accountant
ENSHA Services Group LLC
Dubai
01.2013 - 01.2016
- Collation and preparation of weekly, monthly, and yearly reports.
- Prepared financial statements and reports for management review.
- Managed accounts payable and receivable processes efficiently.
- Maintained accurate records of financial transactions and reconciliations.
- Supported internal audits by providing necessary documentation.
- Completed day-to-day duties accurately and efficiently.
Education
Bachelor of Science - Accounting (Major), Finance (Minor)
University Of Sharjah
UAE01-2011
Skills
- Customer satisfaction
- Quality assurance
- Team leadership
- Performance monitoring
- Data analysis
- Customer relationship management
- Effective communication
- Validation protocols
- Customer complaint handling
- Six sigma methodologies
- Quality system development
- Cross-functional teamwork
- Public speaking
- Quality management systems
- Customer focus
- Quality improvements
Accomplishments
- Enhanced CSAT from an overall 66% to 82%
- Instilled NPS surveys for the sales team with a general favorable score of 7.5
- Redefined the reporting mechanism to ensure accuracy, adherence to the company brand, and conciseness for the M & C level audience
- Built a solid QA foundation from A to Z by establishing a QA scorecard for four different channels, with targets and frequency
- Streamlined chatBOT process for social media, with advanced API integration with CRM for accurate documentation
- Agent training, briefing, and coaching with 100% adherence and a 95% adoption rate, concluding in an overall QA score of 92% compliance with policies and procedures
- Managed D-CSAT with root cause analysis, leading to a better understanding of customer behavior and insights for other departments
- Ensured SLA and AHT are maintained within KPI levels as per management requirements
Personal Information
Nationality: Jordanian
Languages
Arabic
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Quality assurance supervisor
Retal Urban Development
03.2024 - Current
Senior QA & Training Associate
Gulf CX
01.2019 - 07.2023
Quality Assurance & Training Officer
JollyChic EC Limited
01.2018 - 01.2019
Customer Service Representative
Extensya
01.2017 - 01.2018
Assistant Accountant
ENSHA Services Group LLC
01.2013 - 01.2016
Bachelor of Science - Accounting (Major), Finance (Minor)
University Of Sharjah