Iman Farrag Email & Phone Number | Responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on site Quality Evaluators who support their assigned portfolio. Responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and defivering quality related analysis and insights af overall program performance. Supervise work group , including work assignment and attendance monitoring, provide input into selecting, training, developing, and completing performance appraisal of work groups) in accordance with the arganization's policies and applicable legal requirements, manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs). Maintain accurate metrics of direct reports individual performance as well as overall team level performance. Conduct analysis on quality performance across single site or client and be responsible to identity trends, determine root cause, present findings both internally and externally and lead corrective action plans. Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans. Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, client, Account Management, and Resource Unit partners) for respective single site or client. Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting, administration of applicable certification and training processes up to and including internal and client requirements * Ability to foster a sense of professionalism and relationship building for self and team. Strong attention to detail. Self-starter, sense of urgency and works well under pressure. Ability to mentor, coach and provide direction to a team of employees. Ability to lead team in multi-tasking, periodization, and meeting timelines on deliverables. Strong communication skills, both written and verbal.

Iman Farrag

Responsible for supporting Transactional Monitoring for a single/multiple clients with multiple prog...
Egypt, Egypt, United States

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Iman Farrag’s Email ifarrag@concentrix.com

Iman Farrag’s Phone Numbers

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Iman Farrag’s Location Egypt, Egypt, United States

Iman Farrag’s Current Industry Concentrix

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Work Experience

Concentrix Cvg

Quality Supervisor

Present

Concentrix

Quality Supervisor

2022-02-01 00:00:00 - Present

Convergys

Quality Coach

2014-10-01 00:00:00 - 2019-02-01 00:00:00

Skills

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Languages

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FAQ About Iman Farrag

Iman Farrag is located at
Egypt, Egypt, United States

Iman Farrag is a Responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on site Quality Evaluators who support their assigned portfolio. Responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and defivering quality related analysis and insights af overall program performance. Supervise work group , including work assignment and attendance monitoring, provide input into selecting, training, developing, and completing performance appraisal of work groups) in accordance with the arganization's policies and applicable legal requirements, manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs). Maintain accurate metrics of direct reports individual performance as well as overall team level performance. Conduct analysis on quality performance across single site or client and be responsible to identity trends, determine root cause, present findings both internally and externally and lead corrective action plans. Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans. Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, client, Account Management, and Resource Unit partners) for respective single site or client. Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting, administration of applicable certification and training processes up to and including internal and client requirements * Ability to foster a sense of professionalism and relationship building for self and team. Strong attention to detail. Self-starter, sense of urgency and works well under pressure. Ability to mentor, coach and provide direction to a team of employees. Ability to lead team in multi-tasking, periodization, and meeting timelines on deliverables. Strong communication skills, both written and verbal.