SKILLS

Quality assurance policy

development

Excellent verbal and written

communication skills

listening skills

team work

Good Leadership skills

Task delegation, assignment and

task monitoring skills

Energetic with strong

communication and interpersonal

skills

Possesses excellent organizational

and time management skills

Ability to handle multiple tasks

FARIS

BOUAFIA

Doha, Qatar

30857877

adzmm4@r.postjobfree.com

SUMMARY

have a strong communication skill that allows me to facilitate an efficient workflow and improve communications

between multiple departments. Able to adapt well to new environments and learn new processes quickly to achieve

outstanding results. I am flexible enough to handle stress in workplace.

Currently looking for a suitable position with a reputable and ambitious company, where I will utilize my existing skills and develop other ones EXPERIENCE

February 2022 - February 2023

Quality Analyst Assurance Ooredoo Doha, Qatar

Analysed performance test results, making enhancement suggestions based on Product inefficiencies and faults.

Monitor customer's calls and evaluate skills and behaviors in accordance with quality criteria.

Implementing quality assurance policies.

Conducting test calls and inspection.

Highlights and diagnoses common problems and report major incidents.

Coaching CSRs for performance improvements.

Live monitoring for contact center agent calls.

Documenting quality assurance activities and creating audit reports. Devised strategies to improve analytical processes and enable development growth.

September 2020 - February 2022

Customer Service Representative /call center Ooredoo Doha, Qatar

Answer calls and respond to emails

Handle customer inquiries both over the phone and by email Research required information using available resources Manage and resolve customer complaints

Provide customers with product and service information Process orders, forms and applications

Identify and escalate priority issues

Document all call information according to standard operating procedures

January 2017 - August 2020

customer service / sales brand center /sky on Doha, Qatar Followed up with customers to offer additional support and check resolution satisfaction.

•

• Processed documentation to record sales, warranties . Addressed customer queries to provide information regarding product specifications and uses.

•

Developed short-term and long-term goals to meet sales targets and increase customer retention.

•

Informed customers of promotions and special offers to increase sales and revenue.

•

Registered customer information on database to retain accurate records and enable tracking history.

•

EDUCATION

2012

bachelor of psychology Guidance and advice

algeria

LANGUAGES

Arabic: First Language

English: C2

Proficient

Contact this candidate