Alaeddine Moumen

• Supply all required knowledge on an ad hoc and structured basis
• Monitoring and managing performance of all KPIs including Quality of service (QoS) for chat/email/phone interactions
• Provide coaching and expert advice to junior QAs to meet all targets set for them and work towards exceeding targets
• Improve and maintain a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, recommendations for improvements to the knowledge base
• Monitor all inbound and outbound client communication channels according to the QA template when there is an overflow of monitoring/overflow of workload
• Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of interactions
• Coordinate with team leaders, for example, Knowledge Manager, QA Manager, Training Manager and Team Leaders in improving the quality of company's services/products
• Use all available reports to compile and track performance at department, team, and team member level
• Analyze data from multiple sources in need of improvement and provide this through process improvement and staff management
• Undertake any other ad-hoc tasks assigned by the Line Manager when required

• Improve and maintain a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, recommendations for improvements to the knowledge base and training material
• Enhance employees' skills, performance, productivity, and quality of work
• Monitor all inbound and outbound client communication channels according to the QA template
• Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of interactions
• Provide feedback and coaching to support on daily/weekly/monthly basis
• Use all available reports to compile and track performance at department, team, and team member level
• Prepare and analyze regional internal quality reports to QA Manager
• Participate in calibration and ensure minimum variance from the team standard
• Perform other tasks assigned by management
• Undertake any other ad-hoc tasks assigned by the Line Manager when required
• Conduct product updates and knowledge seminars and training whenever required

• Perform daily quality checks and real-time audits to ensure moderation team is following required SOPs and taking correct actions
• Provide analysis of errors and feedback to the respective team on trending errors
• Share weekly quality reports with the respective team and take corrective actions to improve team performance
• Provide clarifications, coaching, and policy refresher sessions to the respective team
• Conduct interviews and assess candidates for content moderator roles, evaluating their qualifications, skills, and suitability for the position based on predefined criteria.
• Conduct knowledge transfer sessions for newly joined QAs, ensuring they understand processes, tools, and best practices required for their role.
• Act as the Market Point of Contact (POC) for the MENA region, addressing region-specific concerns and ensuring alignment with organizational goals.
• Work closely with the client quality team and attend weekly collaboration meetings with them to align policy understanding
• Provide floor support for the respective moderation team and assist moderators in case they have any doubt or confusion
• Conduct training for new joiners in order to achieve the required target set by the client

• Facilitate Proactive trainings (refreshers / knowledge huddles / soft skills)
• Facilitate Reactive trainings (focused group discussions for top error contributors / Care Bay / Knowledge Gap Workshops / QTP knowledge week)
• Create Internal FOE training material

• Attend or conduct TTT to the team when requested by the client

• Discovering new delivering material method to create a culture of job ownership due to the involvement of 9 different nationalities within the project (AR, TH, HI, UR, ID, MY, KM)

• Conduct training needs analysis (TNA)

• Perform on bi-monthly checkpoint on the QA’s performance using assessment as a point discussion.

• Review content on short-video platforms & live streaming and conduct the content quality control in MENA region markets to ensure compliance with local policies, regulations, and culture
• Handle complaints and reports with respect to users and the community
• Interpret and apply complex policies and guidelines to content by understanding the review policies and guidelines
• Identify improvement opportunities in workflow by using daily data analysis and suggest solutions
• Analyze the risk level of incidents and assess the safety status of the community and products

• Preparing sales invoices & the upkeep of an accurate accounts filing system
• Preparation and input of month-end journal vouchers
• Inputting, matching, batching, and coding of invoices
• Debtor and Creditor reconciliations
• Responsible for financial accounts including budgets and cash flow
• Proactively identifying business improvement opportunities
• Ensuring that information is accurately collated & entered into systems