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Hatim A
@hahboucha
Senior CX Consultant, Operations Excellence, Quality Manager, Mystery Shopping
Morocco
English, French, Arabic
About me
Senior Operations Excellence & CX Manager with 10+ years of experience helping global brands elevate service quality đ I combine multi-site QA management with specialized Mystery Shopping & auditing expertise across EMEA đ
Services offered:
đ”ïžââïž Mystery Calling, Chat & Email Audits (Detailed Reports)
đ Quality Assurance (QA) Scorecards & Guidelines
đ SOPs, Call Scripts & Escalation Frameworks
đșïž Customer Journey Mapping & Friction Point Analysis
đŻ CX Team Coaching & Training Materials
Ready to boost your CSAT & NPS? Let's talk! đŹ
Skills
Hatim A
Offline âąÂ
Average response time: 1 hour
See my services
Customer Success
I will mystery audit your customer service via call chat and email
Business Efficiency & Automation
I will write custom customer service sops scripts and escalation flows
Work experience
Operational Excellence Manager / Senior Quality Manager
Concentrix âą Full-time
Aug 2014 - Present âą 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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