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Hatim A
@hahboucha
Senior CX Consultant, Operations Excellence, Quality Manager, Mystery Shopping
Marrocos
Inglês, Francês, Árabe
Sobre mim
Senior Operations Excellence & CX Manager with 10+ years of experience helping global brands elevate service quality 🚀 I combine multi-site QA management with specialized Mystery Shopping & auditing expertise across EMEA 🌍
Services offered:
🕵️♂️ Mystery Calling, Chat & Email Audits (Detailed Reports)
📊 Quality Assurance (QA) Scorecards & Guidelines
📜 SOPs, Call Scripts & Escalation Frameworks
🗺️ Customer Journey Mapping & Friction Point Analysis
🎯 CX Team Coaching & Training Materials
Ready to boost your CSAT & NPS? Let's talk! 💬
Habilidades
Hatim A
offline •
Tempo médio de resposta: 1 hora
Conheça meus serviços
Sucesso do cliente
I will mystery audit your customer service via call chat and email
Eficiência e Automação do Negócio
I will write custom customer service sops scripts and escalation flows
Experiência profissional
Operational Excellence Manager / Senior Quality Manager
Concentrix • Período integral
Aug 2014 - Present • 12 yrs 1 mo
Led continuous improvement and Quality Assurance (QA) initiatives across multi-site operations. Designed and deployed customized quality evaluation scorecards, standard operating procedures (SOPs), and governance frameworks. Monitored and optimized core CX metrics including CSAT, NPS, FCR, and AHT. Coached and mentored quality specialists and operations managers to drive performance excellence. Skills : Operational Excellence, Quality Assurance, Process Improvement, Team Coaching, CSAT / NPS Optimization
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