Tawfeq Ayman Malas
Quality Associate Director
Riyadh
Summary
COPC Certified , An experienced and qualified Unit Head with an excellent track record in the field of customer services management and call center business in Saudi Arabia, gaining this excellent experience through working for reputable and international organizations specialized in this field. Achievements: Best Contact Center Team Leader for 4 times. Experience on , Retention – Mobility – Residential, as of now i was promoted to Quality Associate Director , and I lead 21 Project under My span with 49 QA & 6 Unit Head,.. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Workforce Real Time Associate Director
CCC BY STC
11.2022 - Current
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Developed and maintained courteous and effective working relationships.
- Resolved problems, improved operations and provided exceptional service.
- Cross-trained existing employees to maximize team agility and performance.
- Managed and motivated employees to be productive and engaged in work.
- Controlled costs to keep business operating within budget and increase profits.
- Control 42 Project for the main KPI's ( SLA - AHT - AUX - Staffed Agent - SHR ).
Quality Associate Director
Contact Center Company
06.2021 - Current
- Created plans and communicated deadlines to complete projects on time.
- Maintained excellent attendance record, consistently arriving to work on time.
- Carried out day-to-day duties accurately and efficiently.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Worked with customers to understand needs and provide excellent service.
- Exceeded goals through effective task prioritization and great work ethic.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Led projects and analyzed data to identify opportunities for improvement.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Maintained excellent attendance record, consistently arriving to work on time
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Participated in team-building activities to enhance working relationships
- Led projects and analyzed data to identify opportunities for improvement
- Exceeded goals through effective task prioritization and great work ethic
- Collaborated with team members to achieve target results
- Carried out day-to-day duties accurately and efficiently
- Created plans and communicated deadlines to complete projects on time
- Resolved problems, improved operations and provided exceptional service
- Demonstrated respect, friendliness and willingness to help wherever needed
Quality Unit Head
Contact Center Company
06.2017 - 06.2021
- Reported production malfunctions to managers and production supervisors.
- Cooperated with engineering, manufacturing and corporate accounting to verify adherence to quality standards.
- Specified quality requirements of raw materials with suppliers.
- Implemented new quality assurance and customer service standards.
- Monitored staff organization and suggested improvements to daily functionality.
- Recorded, analyzed and distributed statistical information.
- Prepared and collection production reports.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
Quality Specialist
Contact Center Company
11.2013 - 05.2017
- (Job profile):
- Supervise the calls quality (Metro Riyadh Project & KACST) and ensure that all customer requests are handled properly and professionally
- Tasks & Responsibilities:
- Ensure Customer Satisfaction properly
- Achieve the required targets – Agent Level - such as “Productivity/ Call Average/ Adherence to Call Quality)
- Achieve the required targets – Business Level – such as “General Calls Average/ Adherence to SL required”
- Pay due care to the agents within the scope of business
- Handle all mistakes and correct them through conducting training workshops and sessions in participation with the training department.
Team Leader/ Call Center & Customer Service
Go Telecom
01.2009 - 10.2013
- (Job profile):
- Supervise the agents’ activities and ensure that all customer requests are handled properly and professionally
- Tasks & Responsibilities:
- Ensure Customer Satisfaction properly
- Achieve the required targets – Agent Level - such as “Productivity/ Call Average/ Shift Adherence)
- Achieve the required targets – Business Level – such as “General Calls Average/ Adherence to SL required”
- Pay due care to the agents within the scope of business.
Technical Support Officer
STC
01.2009 - 12.2009
- For IPhone and IPad smart devices, at the main branch and after-selling service for Internet devices, solving its issues and settings if they are not working properly
- Tasks & Responsibilities:
- Also, performed some volunteering tasks to help my colleagues, which are: working on Customer Billing System
- Serve the customers and sell SIMs to them
- Assigned to work at Kingdom Tower Branch during the month of Ramadan, to work on issuing Premium Cards for the customers and explain the benefits in details.
Insurance Sales Advisor
Allianz Saudi France
06.2008 - 12.2008
- Worked on different types of insurance such as health, travel and life insurance (it is difficult sale in the Saudi market for the life insurance)
- Tasks & Responsibilities:
- Search for the customers through the phone and call them to set a convenient appointment with them in a careful and proper way
- Then, I go to the customer to his premise and explain the service in details, fulfil the process and get his signoff.
Sales Officer
Axiom Telecom
06.2007 - 06.2008
- Job profile) ;
- Did my best to satisfy the customer properly, provide after-sale service, solve the customer’s issues and support and assist the customer as much as possible
- Tasks & Responsibilities:
- Take a printout of the items in the shop before and after my shift schedule, to avoid to lose any time and to organize the work properly
- Conduced weekly stocktaking to be ready for the quarterly stocktaking process.
Education
High School Diploma -
Aljazera
Riyadh 07.2007 - 07.2007
BBA -
Damascus University
Syria 03.2009 - 09.2015
Skills
Data analysis
Project management expertise
QA methodologies mastery
Report creation
Quality Improvement
Operations monitoring
Quality Control Management
Volume and quality
Hair quality assessment skills
Quality Improvement Program
Real Time Management
Corrective actions
Training and Development
Business Development
Operations management
Business planning
Certification
COPC HPMT
Timeline
ISO 9001
04-2024
Six Sigma Yellow Belt
06-2023
Six Sigma Green Belt
06-2023
Six Sigma Black Belt
06-2023
Workforce Real Time Associate Director
CCC BY STC
11.2022 - Current
COPC HPMT
06-2022
Quality Associate Director
Contact Center Company
06.2021 - Current
Quality Unit Head
Contact Center Company
06.2017 - 06.2021
Quality Specialist
Contact Center Company
11.2013 - 05.2017
BBA -
Damascus University
03.2009 - 09.2015
Team Leader/ Call Center & Customer Service
Go Telecom
01.2009 - 10.2013
Technical Support Officer
STC
01.2009 - 12.2009
Insurance Sales Advisor
Allianz Saudi France
06.2008 - 12.2008
High School Diploma -
Aljazera
07.2007 - 07.2007
Sales Officer
Axiom Telecom
06.2007 - 06.2008