Raneem Farid Al-kharouf
Quality Assurance & Internal Communications Officer
Jordan,Amman
Summary
Dedicated Quality Assurance and Internal Communication Officer with experience in the telecommunications sector. Skilled in ensuring compliance with quality standards, improving operational processes, and fostering effective internal communication strategies. Adept at analyzing data, identifying areas for improvement, and implementing solutions to enhance overall performance and efficiency. Committed to maintaining high-quality standards and promoting collaboration within the organization.
Overview
5
5
years of professional experience
2
2
Certifications
2
2
Languages
Work History
QA & Internal Communications Officer
Umniah Mobile Company
Amman, Jordan
11.2021 - Current
- Internal Announcements strategy : Developed & executed internal communication strategies to ensure alignment between departments, management, & employees. Creat clear, concise, and engaging content for internal knowledge base, emails & memos ensuring that employees were kept informed about the products, services, & procedures
- Feedback & continuous improvement: Established channels for employees to provide feedback on internal communication efforts, including surveys, & focus groups, & one on one sessions. Regularly evaluated the effectiveness of internal communications & made adjustments to improve engagement, clarity & impact.
- Training development & delivery: designed & delivered comprehensive training programs for customer care representatives, focusing on products, services, communication skills, customer service best practices, and system processes. Developed training materials and interactive sessions to ensure employees were will equipped to handle the customers
- Quality Assurance Monitoring: monitor the performance of customer care & back office representatives. Evaluate calls,l & chats to ensure compliance with company standards, customer satisfaction & adherence to scripts. Provide constructive feedback & coaching to agents to improve service quality & reduce errors
- Performance evaluation & Reporting: analyze performance indicators such as call handling time, customer satisfaction, first call resolution & adherence to process standards.
- Process improvement: working closely with operations team to identify areas where customer care process could be optimized, leading to improved efficiency, reduce call handling time, reduce complaints & reach higher customer satisfaction.
- Customer feedback integration: collect & analyze customer feedback from agents & customers, to identify pain points. Collaborate with functional teams to implement solutions & enhance overall service delivery.
Customer service representative
Umniah Mobile Company
02.2020 - 11.2021
- Contact the customer to follow up on purchases, suggest new merchandise, and inform them of promotions and upcoming events
On Floor Operation Support Team Member
Umniah Mobile Company
05.2021 - 10.2021
- Manage call center shifts by coordinating with all employees to make sure that all policies are applied correctly
- Train new hires, monitor their performance, provide managers with reports regarding their strengths, weaknesses, and prepare plans for their development
- Support team leaders in ensuring that operational effectiveness & customer service levels are maximized & undertaking the required delegated
Education
Bachelor degree - Economics of business & finance
Mu'tah University
Skills
Analytical & Problem Solving Skills
Skillscourses
- TOT 'Training Of Trainers', Talal Abu Ghazaleh
- HR 'Human Resources', Talal Abu Ghazaleh
- Excellent command in Word Press
- Excellent Command in Excel, Word & PowerPoint
- Excellent background of Quality systems
- Very good command in using analytical tool 'Power BI'
- Staff training & development
Certification
TOT
Timeline
HR
11-2021
QA & Internal Communications Officer
Umniah Mobile Company
11.2021 - Current
TOT
10-2021
On Floor Operation Support Team Member
Umniah Mobile Company
05.2021 - 10.2021
Customer service representative
Umniah Mobile Company
02.2020 - 11.2021
Bachelor degree - Economics of business & finance
Mu'tah University
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