Led a Business Unit Performance Review focused on QA metrics to track operational results and service quality. Utilized the PDCA cycle (Plan–Do–Check–Act) to identify recurring issues revealed by RCAT (Root-Cause Analysis of Tickets), plan corrective actions, test solutions, and verify their impact. Implemented targeted process changes — such as better ticket categorization, faster escalation paths, and proactive knowledge-sharing — which reduced recurring issues and improved overall QA performance and customer experience.

1. Business Unit
Performance Review
Omran's
Agenda
 Overall Unit performance for Feb
 Tailored Action plan based on My insights and findings
 plan for March
 Own Highlights for the month , Challenges and proposed
solutions.
Talabat

2. Highlights for the month ,
Challenges and proposed
solutions.

3. Ineffective Use of Tools:
Canned Response can play a significant
role in improving FCR
Inefficient Processes:
Inefficient processes can also lead to low FCR rates.
Should evaluate their rider service processes to identify
areas that need improvement on some cases This could
include reducing the number of steps involved in resolving
rider issues.
Challenge 2:
Ineffective Knowledge Management
Lack of Proper Training:
One of the primary challenges in achieving high FCR rates
Challenges and proposed solutions FCR:
To address this, organizations should provide
comprehensive training programs that cover
all aspects of customer service, including
communication skills, problem-solving, and
conflict resolution.
Should implement a knowledge management
system (KB) that provides Rider service
with easy access to relevant information. The
agent should be regularly making balance
between QA and handling rider needed to
ensure that rider will not return again with
saving quality and rider satisfaction.
It must be ensured that the agents used
effective canned responses to improve the
FCR
Example: ( ‫موجهاك‬ ‫تانية‬ ‫مشكلة‬ ‫اى‬ ‫فى‬ ‫حضرتك‬
‫استخدام‬ ‫لتفادى‬ ‫اقفل‬ ‫ما‬ ‫قبل‬ ‫فيها‬ ‫حضرتك‬ ‫اساعد‬ ‫حابب‬
‫خالل‬ ‫تانى‬ ‫للشات‬ ‫حضرتك‬
١٠
‫على‬ ‫للحفاظ‬ ‫ذللك‬ ‫و‬ ‫دقايق‬
‫حضرتك‬ ‫مع‬ ‫البرنامج‬ ‫فاعلية‬ ‫قوة‬ )
And this will achieve the aspect of education
for the driver, which also helps us on
improvements.
Daily Reports:
Share daily reports with the MM with each country figures to ensure
the understanding of where the gap is coming from

4. performance for Feb

5. February Closure
Internal
KBI’s
External
KBI’s
Jordon
KPI GP Closure
ABS 2% 0.50%
ATT 0% 0%
KPI GP Closure
AHT 240 228
QA 91% 92%
SLA 93% 99%
R-SAT 86% 87%
KPI Week 6 Week 9
AHT 230 219
R-SAT 85% 87%

6. Action Plan based on My insights and findings
Objective KPI Insights Action Steps Timeline Responsibilities Tracking Methodology Status
PDCA Cyrcyl QA
Our quality scores were always above industry standards in the
first 3 weeks. The three most important areas for improvement
are
comments, knowledge Updates , and soft skills.
Review the current quality monitoring process and identify areas for improvement.
Develop the sessions plan for agents to address areas of improvement
and provide ongoing coaching to reinforce quality standards.
EOM Omran Monitor
DONE
Implement regular quality feedback sessions with agents to
discuss their performance and provide feedback for improvement.
24-Feb SME (Ibrahim) Meeting minuutes
Reduce AHT by 10 seconds
within the next 3 weeks.to be 210 AHT
Our AHT is currently within the target range but there is still
room for improvement.
The top three areas for improvement are reducing hold times,
increasing first response resolution rate, improving agent
efficiency and canned with proper question.
S-B-S from the top achiver to colect the pointless and updates the canneds to anothers
effective.
Provide agents with additional 30M Shadowing for BQ with the top achivers.
Conduct a review of agent performance and
provide individualized coaching and feedback to improve efficiency.
EOM Omran
Monitor &
Spot check report
DONE
Maintain current ABS level
until the end of the month. ABS
Our ABS is currently within the target range but there is still
room for Saving it.
The top three areas for improvement are offering promotions
and annuals days for top achievers.
Monitor and following ABS performance daily to ensure it remains within the target
range.
Provide agents with regular coaching and feedback until facing disappointed siaitions
Swaps and searching for all needed,
Weekly recogination for top performance on it
EOM Omran
DOD Following attendance
& make sure with agents
from adehrance next day.
DONE
Increase R-SAT score by 3%
point within the next 3 weeks. R-sat
Our R-SAT score is currently within the target range but there
is still room for improvement to be 88%. The top three areas
for improvement are Soft skills ,improving agent empathy, and
enhancing the self-service experience.
Attitude the agent with rider and how it impacts the RSAT and the whole business
Preparing a few scripts and presentations for the most prevalent scenarios,
as well as guidance on word selection
Delivering how to use HEART module it in sessions for the slow learners
EOM Omran
Monitor &
Spot check report DONE

7. PDCA
Plan
DO
Check
Action
PDCA, The Cycle can be
applied not only to the
management system as a
whole, but also for each
individual element to provide
an going focus on continuous
improvement.
Topic Concern Explanation ACTIONITEM Owner ACCOUNTABLE Follow Update Status TRACKINGMETHODOLOGY Deadline
Usingheartmethod Hear,Empathize,Apologize,Respond,andThankyourrider. -Makingasessiontoteameducate themtohowto usingheart methodto be stratigeswith riderconversation's Monthly Pending.. Session
Providing Wrong
Information
Givingrightinfothat riderneedas KB
Sharingthecannedfromtopperformance on R-sat and Quality withwholeteamas refirnghimtoS-B-Swith law
peroformance.
Agent Omran Montlhy Done Monitoring EOM
Dailymonitoredchats,1peragent perdayand2perBQperday Omran Omran DAILY DailyClosure
weeklyrecognitionfortop achievers Omran SVP DAILY/Weekly DocumentedMails
Failuretobe auditedand feedback tobe sharedwith theagent
withfollowupsame day
BottomQuartile failures areto beshared with allTeams. SME& Tl Omran Weekly Done DODPerformance Sheet"BQ"
TeamManagertohave the Top Failed Drive onaWeeklybasis and share
itin apre-shiftbriefingfortheagentsinthesame weekwith the completion
AndValidate RCAforit.
An online sheet was addedwitha description foreachcontact driveexplainedin
Arabic &Quality teamwillbeanEditor
Flyers campaigns wereaddedonallstations foragentswith SMEs spotcheckon adailybasis,
&ValidateRCAfor it.
No longerusingCopy&Pastfor templatecomments.
Wewilluse aCommentgeneratororwriteit manually.
KnowledgeGaps
SoftSkill
ABS
Business
Awareness
Notcommitmentbyour proccessadeherance
Should knowthe valueofadheringeveryday witha businessawarenessSessions,
Engagement isthemost important MajorfactortoensuretheABS
Omran SVP DAILY Done DODPerformance Sheet"BQ"
LackofFocus Notfoucs withchatonce inter toQueue Business AwarenessoftheimportanceofSLA
Lackof
Concentration
noSYSandexceedtimeofFRTthat
wementionitonour target
Should replyontime by usuingF1&F2oruse yourfree usufulcanned
Done DODPerformance Sheet"BQ"
Omran SVP DAILY
QA
Weekly
FRT
Weekly Pending.. MeetingMinutes Mail
AHTBQ
Monitoring
Done
AHT
Notusing tools that helponclosing chats
Using cannedsforexplanation allinfo with
saving timeforAHT.
..Daily 30min SBSsessiontoensureyou are onourplanornot,
..Offlinemonitoring,
..Beforeorafteryourshift youwilldotypingtestpractice toenhance yourtypingspeed,
..30minsshadowing withthetopachieversorshadowingwithme when Imonitorourteam.
Omran Supervisour
R-SAT
Willingtogivethe riderbestattuide
& goodwaythatmakeriderfeelinggood
Attitude
-Monitoring Chats.
-Share R-SatScoresand tobemore decent withtherider.
-The right words andphrases touseoncaht withrider.
Weekly
Documntation
That we facedincompletenotes
and wrongcomments.
SME& Tl Omran
TopFaildAttributes Be aware ofRCA Omran SVP
That wehave tomakea balance
onrushtime betweenchats
andeachinfo
thatwegive toridersorvalidatewithoutCST.
Omran Omran DAILY Done RawData
Omran SVP EOM
Done MeetingMinutes Mail
Handling Skils
Done Spotcheckreport
ContactDrivers Beaware ofRCA Quality SVP Weekly Done
DAILY
Online sheet
83%
83%
83%
82%
81%
BQ R-sat
89%
87%
84%
84%
78%
78%
67%
QA BQ
2
5
0
2
6
0
2
7
8
B Q A HT
Week 6 Week 7 Week 8 Week 9 Week 10
87% 87%
88% 88%
89%
R-sat WOW GP

8. March Action Plan
Topic Concern Explanation ACTION ITEM Owner ACCOUNTABLE Deadline Status TRACKING METHODOLOGY
R-SAT
Soft Skills
Willing to give the rider the best attitude
& a good way that makes the rider feel good
Preparing a few scripts and presentations for the most prevalent scenarios,
as well as guidance on word selection. Omran
Omran
Weekly Done Monitoring
Share D-Sat SS among all team to be more educated.
Using heart method
Hear, Empathize, Apologize, Respond, and Thank
your rider.
-Making asession to team educate them to how to using heart method to be stratiges with
rider conversation's
Omran Pending.. Development session
Providing Wrong
Information
Giving the right info that the rider needs as KB Sharing DOD Scores and being more decent with the customers Omran Weekly Done Monitoring
QA
PDCA Cycle
As achievement for previous week will repeat
same cycle again as showing effective on QA
Delivering how to use PDCA CYCLE in sessions for the AGENT and that will motivate
them , As will showing the improvement again of previous month
Omran
Omran
Monthly Done Development session
Top Faild Attributes
That most of agents not referring back
to the fail on attribute so must sharing the failures
on it and RCA to avoid same fail on it
Team Manager to have the Top Failed Drive on a Weekly basis and share
it in a pre-shift briefing for the agents in the same week with the completion.
And Validate RCA for it.
SME & Tl Weekly Done Meeting Minutes Mail
Providing Wrong
Information
Note Following updates Or KB daily
Sharing DOD QA scores and sharing updates on preshift meeting for each shift indivadual
Flyers campaigns were added on all stations for agents with SMEs spot check on a daily
basis,
& Validate RCA for it.
SME & Tl Weekly Done Spot check report
Documentation
That we faced incomplete notes
and wrong comments.
Spot Check for each one of team after shift for 15m on them Comments
to avoid any failures on same fail on same gap.
SME & Tl
DAILY
Done
Spot check report
Sessions will be scheduled for BQ to discuss the most failed contact reasons
and to educate agents how to write a clear comment.
Weekly
No longer using Copy & Past for template comments. DAILY
We will use a Comment generator or write note manually. DAILY
Knowledge Gaps Not referring back to KB
.. 30 min SBS session to ensure that agent on direction of opening KB with in login time.
Meeting Minutes to be delivered on the most common failures attributes for day -1
Omran Weekly
Done
Done
Meeting Minutes Mail
AHT
Soft Skill Using canned for explaining all info with .. Before or after your shift you will do typing test practice to enhance your typing speed,
Omran Omran Weekly
Chat Flow
Some times there depate with rider
until we can save that time by proper question
To pick the chat that has direct action to be done whiles' investigating the chats need further
steps
sharing the best questions to be asked to clarify the cases as fast as it can be to get to the
resolution
AHT BQ Saving time for AHT.
.. 30 mins shadowing with the top achievers or shadowing with me when I monitor our
team.
DOD Performance Sheet "BQ"
ABS
Control and Motivation Argant cases and disappointed situations Will own swaps and searching for all needed, Weekly recognition for top performance on it
Omran Omran
Weekly
Done DOD Performance Sheet "BQ"
Behivour No commitment to our process adherence
Should know the value of adhering every day with business awareness Sessions monthly,
Engagement is the most important The major factor to ensure the ABS
Monthly
FRT
Lack of Focus Not focus on chat once inter to Queue Business Awareness of the importance of SLA
Omran Omran DAILY Done DOD Performance Sheet "BQ"
Lack of Concentration
Exceed the time of FRT that
we mention it on our target Should reply on time by using F1& F2 or use your free useful canned

9. March View
Internal
KBI’s
External
KBI’s
Jordon
KPI GP 16-Mar
ABS 2% 0%
ATT 6% 6%
KPI GP 16- Mar
AHT 240 231
QA 91% 92.2%
SLA 93% 98%
R-SAT 85% 85%
KPI Week 10 Week 12
AHT 240 223
R-SAT 85% 85%

10. Thank You
let me thank you for your trust, and I'm sure that
this meeting will be beneficial for me.