Razan D.

Lead the functions of Quality, Training, and Change Management across various operational workstreams. Analyze ongoing operational issues and quality trends to identify underlying causes and suggest preventive measures. Oversee and monitor operational KPIs, quality metrics, and business trends to enhance service performance. Coordinate initiatives with Operations, Quality, SMEs, Workforce Management, and Leadership to address operational challenges. Manage Change Management activities by planning, communicating, and implementing process enhancements while minimizing disruptions. Evaluate operational risks associated with process changes and ensure successful team adoption. Facilitate meetings, quality reviews, calibration sessions, and change readiness discussions with stakeholders. Collaborate with internal stakeholders and external clients to design learning strategies aligned with business objectives. Develop governance documentation, SOPs, knowledge articles, and training materials to support operational excellence. Track improvement initiatives and assess their effectiveness through performance metrics and reporting dashboards. Ensure compliance with internal standards and client expectations regarding quality.

Conduct quality audits and compliance reviews across several operational workflows. Perform root cause analysis on recurring quality defects and operational challenges. Provide onboarding, refresher, and process-specific training programs. Offer subject matter expertise to production teams during operational escalations. Prepare Standard Operating Procedures, knowledge base documentation, and process guides. Monitor KPI performance and pinpoint opportunities for operational enhancement. Collaborate with leadership to boost workflow efficiency and service quality. Facilitate change implementation through effective training and communication efforts.