Ghassen Lajimi

Quality Assurance :

• Conduct daily audits for more then 50 BPO moderators, analyze errors, and provide structured feedback to moderators and internal teams.
• Monitor queues, identify trends, and prepare examples for calibration meetings. Develop knowledge tests to strengthen policy compliance and ensure accuracy and productivity targets are met.
• Lead weekly calibration sessions with stakeholders and BPOs, reinforcing policy understanding and implementation.
• Escalate trends and technical issues promptly, keeping stakeholders updated.
• Consistently maintained team accuracy and productivity above expectations.
• Awarded the Star Bonus in the first quarter for significant contributions, collaboration, and innovative problem solving by creating a process that helped the QA save more then 30 minutes in the daily data retrieval.

Project Management:

• Manage multiple quality projects and policy initiatives, compiling and delivering weekly performance reports for SMEs and leadership teams.
• Conduct weekly root cause analyses (RCA) for the Arabic market to identify areas for performance improvement across markets, designing solutions to enhance efficiency and compliance.
• Collaborate with stakeholders to maintain best practice models and deliver high-performance outcomes.
• Coordinate with Policy POCs to disseminate updates and ensure timely communication across internal and external teams.

Training & Development:

• Lead weekly policy briefings for moderators and BPO team, tailoring updates to reflect cultural, social, geographical, and political nuances of the Arabic market.
• Create clarification documents and tools to streamline task execution, reducing time spent on data retrieval and guideline access.
• Provide coverage for market support gaps and assist onboarding teams in refining and translating SOPs and training materials.
• Design and implement training plans, conduct shadowing sessions, and share best practices across markets to strengthen global team performance.

Verification:

• Handle seller escalations by resolving complaints, addressing concerns, and ensuring a positive user experience.
• Assist in updating and translating Standard Operating Procedures (SOPs) and conducting training for new hires.
• Handle executive escalation forwarded through higher management via email.
• Achieved perfect metrics for two years with no defect received.

Project Management:

• Managing Seller Manual Verification: Oversee verification processes, including, leading a team of associates handling the verification calls and escalations.
• Scheduling calls, filtering seller responses, delivering weekly/monthly reports (AHT, KPIs and SLAs). Also, in charge of creating or adjusting the project SOPs for associates and managing escalations.
• Quality Training: Lead weekly refresher sessions on identified defects, streamline process improvements, and craft presentations for Knowledge Tests (PKTs).
• Facilitate team training, analyze PKT results to share it with the managers.
• Anti-Money Laundering (AML) Project: Collaborate with AML teams on manual verification for suspicious sellers, develop verification processes and report final outcomes.
• Lost Seller Project: Manage a call-down project including, leading a team, analyze post-call data and providing feedback to Global Process Owners (GPO).
• Seller Outreach: Develop SOPs, conduct training, assigning calls and manage daily and weekly data records for associates.
• Jira Workflow Management: Utilized Jira daily to track tasks, manage team backlogs, monitor project progress, and resolve escalations. Created dashboards and reports for leadership visibility, ensuring timely completion of SLAs and KPIs.

Training:

• Trainer for Escalation and Verification Teams
• Designed and delivered comprehensive training programs for both new hires and returning associates in Escalation and Verification teams. This involved creating training materials, organizing sessions, sending invites, and facilitating engaging training experiences.
• Collaborated with managers and trainers to ensure alignment on training objectives and content delivery, fostering a supportive learning environment for new and returning team members.
• Developed tailored learning modules to meet the specific needs of associates re-entering the workforce after leave, ensuring smooth transitions and upskilling on process changes.
• Delivering Process Knowledge Training sessions
• Delivered specialized training sessions for the Verifications team and cross-departmental staff, focusing on how to create and administer the Process Knowledge Test (PKT), ensuring a clear understanding of test creation methodologies.
• Instructed on data retrieval techniques to efficiently gather and analyze PKT results, providing team members with actionable insights to enhance team performance and operational accuracy.
• Worked closely with department heads and Global Process Owners (GPO) team to customize training content based on evolving operational needs, ensuring knowledge retention and application across teams.

• Supported new sellers through onboarding, verifying information and conducting visual verifications.
• Flagged suspicious accounts and collaborated on solutions to maintain platform security.
• Acted as SOP point of contact, responding to team queries and raising process improvement suggestions.
• Conducted virtual team and individual training sessions, adapting to team needs.
• Achieved perfect metrics for 12 consecutive months and received multiple PRIME PLAYER AWARDS.

Customer Support:

• Supported AI-assisted customer service tools by classifying cases, clarifying content, and providing Arabic linguistic input.
• Translated SOPs, policies, and customer communication templates into Arabic, ensuring natural and accurate usage across dialects.
• Provided linguistic insights to fraud detection AI projects by analyzing Arabic communication patterns.

Project Management:

• Led the Booking Home Project and integrated AI-based support tools with Arabic content adaptation.
• Collaborated with engineers and policy teams to refine AI outputs for Arabic markets.
• Ensured compliance and accuracy in Arabic translations of payment, fraud, and property-related communications.

Training & Development:

• Created and delivered training material translations into Arabic for new hires and cross-departmental teams.
• Mentored colleagues on handling Arabic linguistic challenges in AI-assisted customer service.
• Provided cultural and dialectal expertise to strengthen AI learning models for diverse Arabic-speaking markets.

• First point of contact for accounts, delivering high-level service and building long-term relationships.
• Provided commercial advice to partners to optimize sales and manage online content.
• Managed data accuracy and cross-sold products to existing accounts.

• Provided comprehensive customer support via phone, email, and live chat, effectively resolving a wide range of sales inquiries, billing issues, and complaints to ensure customer satisfaction.
• Developed consultative selling techniques by engaging with clients to understand their needs, recommending products or services that best fit their requirements, and enhancing customer loyalty through personalized service.
• Managed and updated customer profiles in CRM systems to ensure accurate records of interactions, sales history, and preferences, contributing to tailored marketing campaigns and improved customer retention.
• Provided post-sale support by following up with customers to ensure their satisfaction and handle any issues that may arise after a sale, further enhancing the customer relationship and driving repeat business.
• Assisted in training and onboarding new team members, sharing best practices for customer service, sales techniques, and CRM usage to foster team success and cohesion.

• Diagnosed vehicle issues and provided technical consultations to customers, ensuring clear communication between the workshop team and clients for smooth operations.
• Led a small team of junior technicians, delegating tasks and overseeing daily operations to ensure timely and accurate vehicle diagnostics and repairs.
• Collaborated closely with the service team to streamline repair workflows, improving efficiency and reducing service wait times.
• Provided mentorship to new technicians, offering guidance on diagnostic tools and techniques, fostering skill development within the team.
• Coordinated with parts suppliers and service managers to ensure the timely availability of necessary components, minimizing downtime and maintaining smooth team operations.