ASEEL Abu Abbas
Amman
Summary
Results-driven Training & Quality Manager with a proven track record of leading contact center teams to excellence. Skilled in designing and implementing comprehensive training programs, optimizing quality assurance frameworks, and driving performance improvements through data-driven insights. Passionate about fostering a culture of continuous improvement, operational efficiency, and exceptional customer satisfaction. Expert in ISO 9001, Lean Six Sigma, COPC standards, and 7 Stars evaluation models, ensuring compliance with industry best practices while enhancing service delivery. Recognized for a keen eye for detail, strategic problem-solving, and a hands-on leadership style that drives advisor performance, process efficiency, and customer experie
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager - Training and Quality
Tahaluf Al Emarat Technical Solution
02.2025 - Current
- Oversee training and quality programs to enhance customer experience and operational efficiency.
- Develop and implement quality assurance strategies and process improvements.
- Lead and mentor teams to drive performance and compliance.
- Collaborate with stakeholders to ensure service excellence.
- Created detailed reports on employee progress, successes, and challenges.
- Maintained up-to-date records of all training activities and materials used during sessions.
- Performed audits on production facilities in order to verify accuracy of work instructions and adherence to safety protocols.
- Trained instructors and supervisors in techniques and skills for training and dealing with employees.
- Evaluated instructor performance and effectiveness of training programs, provided recommendations for improvement.
- Coached the team on effective communication techniques for leading team meetings.
Senior Quality Coach
Tahaluf Al Emarat Technical Solution
01.2023 - 01.2025
- Conduct in-depth data analysis to identify process improvement opportunities.
- Develop and deliver training sessions for advisors and new hires.
- Support strategic initiatives to enhance quality standards and service delivery.
- Collaborated with leadership to establish key performance indicators aligned with organizational objectives.
- Coached personnel in the implementation of Lean Six Sigma principles for improved process flow.
- Created detailed reports outlining areas of improvement for management review.
- Updated standard operating procedures and quality assurance manuals.
Quality Coach
Tahaluf Al Emarat Technical Solution
02.2022 - 12.2022
- Monitor and evaluate advisor performance to ensure compliance with company standards.
- Provide coaching and feedback to improve quality metrics.
- Assist in training programs to enhance employee skills and knowledge.
Technical Support Advisor
Webhelp
08.2021 - 02.2022
- Provided iOS technical support, troubleshooting, and issue resolution.
- Assisted customers with inquiries, and ensured high customer satisfaction.
Acting Team Leader
Extensya
10.2017 - 01.2021
- Led a team of customer service representatives, overseeing daily operations.
- Acted as a reporting officer and interim team manager.
- Mentored and coached team members to ensure successful performance.
- Mentored junior staff by providing advice on how to handle challenging situations effectively.
- Created clear roles and responsibilities for each member of the team based on strengths and weaknesses.
- Resolved problems and escalated high-level issues to supervisor within established timeframes.
Researcher and Team Leader
DOS - Jordan Population Census Project
07.2015 - 09.2015
- Managed field data collection for the Jordan Population Census Project.
- Supervised teams to ensure data accuracy and efficiency.
Lecturer, Communication Engineering
Granada collage
01.2013 - 12.2013
- Member of the communication engineering department.
- Member of the Committee for the Comprehensive Practical Examination for the Diploma at Al-Balqa’a Applied University.
- Supervised teams working on collaborative projects involving hardware development based on basic knowledge of electronics engineering fundamentals.
- Prepared course materials such as lectures, assignments, tests, and exams for different levels of classes in Electronics Engineering.
- Evaluated student performance through assessment tools, like quizzes, presentations, and reports, related to the subject matter of Electronics Engineering.
Lecturer, Communication Engineering
Toledo collage
03.2013 - 09.2013
- Member of communication engineering department.
- Supervised teams working on collaborative projects involving hardware development based upon basic knowledge of electronics engineering fundamentals.
- Prepared course materials such as lectures, assignments, tests, and exams for different levels of classes in Electronics Engineering.
- Evaluated student performance through assessment tools like quizzes, presentations, reports related to the subject matter of Electronics Engineering.
Intern Site Engineer
Zain
05.2012 - 10.2012
- Trainee engineer in the transmission team, RAN team, and core team.
Education
Bachelor of Science - Communications And Software Engineering
Al-Balqa’ Applied University
Jordan01-2013
Skills
- Leadership and Team Development
- Training Program Design and Delivery (TOT)
- Coaching, mentorship, and new hire onboarding
- Quality Assurance and Process Optimization
- Performance Analysis and Data-Driven Decision Making
- Root Cause Analysis and Problem-Solving
- Strategic Thinking and Innovation
- Project and Change Management
- Public Speaking and Communication (Written and Oral)
- Collaboration and teamwork
- Multitasking and organizational skills
- Attention to detail
Certification
- Micro Wave Planning for Mobile Networks organized by the Engineers Training Centre at the Jordan Engineers Association (JEA)
- CCNA and CCNP courses (150 hours) organized by the Business Development Centre at the Chamber of Commerce and Industry
- PV system design presented by Eng Waleed Hallaj, under the supervision of the organizer of AEE,
- Installation and maintenance of solar panel systems presented by the JUST Director of the Energy Center, under the supervision of the European Union, and the Italian company ICU
- Workshop on PV systems organized by the Jordan Engineers Association (JEA)
- MATLAB Course Organized by IEEE Yarmouk University Student Branch
- SQL course organized by the Students' Union at JUST
- PIC controller course organized by the Students' Union at JUST
References
References available upon request.
Timeline
Manager - Training and Quality
Tahaluf Al Emarat Technical Solution
02.2025 - Current
Senior Quality Coach
Tahaluf Al Emarat Technical Solution
01.2023 - 01.2025
Quality Coach
Tahaluf Al Emarat Technical Solution
02.2022 - 12.2022
Technical Support Advisor
Webhelp
08.2021 - 02.2022
Acting Team Leader
Extensya
10.2017 - 01.2021
Researcher and Team Leader
DOS - Jordan Population Census Project
07.2015 - 09.2015
Lecturer, Communication Engineering
Toledo collage
03.2013 - 09.2013
Lecturer, Communication Engineering
Granada collage
01.2013 - 12.2013
Intern Site Engineer
Zain
05.2012 - 10.2012
Bachelor of Science - Communications And Software Engineering
Al-Balqa’ Applied University
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