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Hatim A
@hahboucha
Senior CX Consultant, Operations Excellence, Quality Manager, Mystery Shopping
Marruecos
Inglés, Francés, Árabe
Sobre mí
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
desconectado •
Tiempo medio de respuesta: 1 hora
Revisa mis servicios
Éxito del cliente
I will mystery audit your customer service via call chat and email
Automatización y eficiencia comercial
I will write custom customer service sops scripts and escalation flows
Experiencia laboral
Operational Excellence Manager / Senior Quality Manager
Concentrix • Tiempo completo
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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