About Aya Ahmed
Description
Auditing all the contacts for the Rides’ and Drivers’ Lines of Businesses in
SSA Region (Sub-Saharan Africa) in addition to the contacts for the Rides’
and Drivers’ Lines of Businesses in UKI (the United Kingdom and Ireland).
Providing insights to the stakeholders ensures continuous improvement
while providing the best service quality. Along with managing the
Calibration meetings, Disputes meetings, and the meetings related to the
LOB with the QAs responsible team.
Review the implementation and efficiency of quality. Analyze data to
identify areas for improvement in the quality system, score, and agents.
Develop, recommend, and monitor corrective and preventive actions.
Prepare reports to communicate outcomes of quality activities with the
stakeholders.
Identify training needs and organize training interventions to make sure
that all meet the quality standards.
Evaluate audit findings and implement appropriate corrective actions.
Assure ongoing compliance with quality. By having meetings with the
teams in order to have clear and sufficient documentation for the
knowledge.
Review the implementation and efficiency of quality.
Responsibility for the LOB, dealing directly with the stakeholders, and
taking all the needed steps to achieve the quality standards.