OSCAR OWITI
Operations/ Quality Manager
Nairobi,30
Summary
Experienced Quality and Operations Manager with a demonstrated history of working in customer service, data center, information technology and services industry. Skilled in people management, data analysis, Google suite, MS Office suite, communication skills and developing quality control systems. I am a quick study with an ability to rapidly achieve organizational integration, easily assimilate job requirements and aggressively employ new methodologies. Adept at working effectively to achieve goals both as a cross-functional team member and individual contributor.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Operations - Snr. Quality Assurance Manager
Sama
, Nairobi
2021.12 - Current
- Site Quality PoC for a social media Client ( Meta, formerly Facebook ) Main responsibilities included
- Managed the enforcement of QA policies and procedures for social media client company that factored in complexities of content from SSA region
- Analyzed QA reports to identify trends and make relevant recommendations to the client that led to reduction of hate content on the client site
- Created data driven quality and calibration strategies to ensure improvement of site quality scores through identifying value add insights- this led to the company being the 1st best site in EMEA and APAC region for 6 weeks
- Managed project management and operation functions: project financials, client engagement and audit compliance
- Operational management, recruitment, and retention strategies, managers KPI performance.
ISO Internal Auditor
sama
2021.11 - Current
- Prepare, plan and conduct internal audits for all listed functions/ departments in accordance with ISO 9001:2015, ISO 27001:2013, and the procedure for internal audits policy.
- Compile a comprehensive report on findings from the audit and share it with the management representative as required by the QISM manual and the internal audit procedure and policy.
- Prepare recommendations for improvement from the audit process.
- Ensure CARFs are updated and distributed to relevant stakeholders.
- Advise the management representative in cases where the auditor has identified gaps while going about their daily roles.
- Identify gaps in QISMS understanding and plan for awareness campaigns in liaison with the management representative.
- Ensure Corrective actions are taken for all Non-Conformities identified during internal and or external audits by supporting the management representative with the follow-ups.
- Help departmental heads take care of internal documentation, for procedures, forms, policies, and manuals.
Operations - Quality Assurance Manager
Sama
2021.02 - 2021.12
- Developed internal control systems in accordance with QA policies that produced useful, accurate and reliable data used by both clients and internal stakeholders
- Assessed new and ongoing projects work plans and workflows, and audit approaches and recommendations process that led to quality and production optimizations
- Analyzed QA reports and I was able to identify trends and make relevant recommendations to Training, Operations, and any other applicable business units which led to a refresh of the training decks
- Managed client’s QA complaints/escalations with the aim of de-escalating the situation and maintaining a positive relationship with the client
- Created quality strategies for the assigned projects that helped monitored and evaluated effectiveness while addressing any identified gaps/institute corrective actions
- Oversaw and managed enforcement of QA policies and procedures
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Operations Project Manager
Sama
, Nairobi
2020.10 - 2021.02
- Maintained operational and technical knowledge by tracking emerging trends in data center operations management, and developed strong working knowledge of Sama products and technologies
- Executed continuous improvement programs by identifying and resolving problems; initiating corrective operational actions; preparing and executing action plans; completing system audits and analyses; managing system and process improvements
- Conducted full project strategy implementation from inception, through resource and capacity planning and allocation to conclusion
- Independently managed client relationships for assigned portfolios and handle all major escalations.
- Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.
- Developed and initiated projects, managed costs and monitored performance.
- Maintained compliance with regulatory parameters in complex projects with overlapping policies.
Account Manager
Sama
2019.06 - 2020.10
- Was responsible for the management, organization and co-ordination of the day to day work of the Team leaders and production staff of the designated account within the Centre to deliver the highest standards of service to clients
- Ensured that are monthly revenue targets are attained and surpassed within timely and high quality project execution
- Worked with the project service delivery team to create performance-based data driven bonus systems geared towards attainment of client KPIs that also promote successful business outcomes
- Identified potential value additions and/ or areas of work we can target for the client with justifiable business impact of the proposed solution
- Provided Engineering team with feedback regarding production tool improvement.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Liaised with external customers and internal departments to provide and gather information enabling customer requirements to be met.
Quality Assurance Supervisor
Sama
, Nairobi
2018.05 - 2019.06
- Supervised, coached, mentored, motivation, and coordinated a team of 22 Quality Analysts which ensured that all reporting requirements and performance metrics were met
- Provided qualitative and quantitative feedback on compliance and transactional accuracy to cross-functional teams and this led to more positive client engagements
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Performed critical business analysis of issues identified by QAs, including identifying RCA’s and identifying value-add opportunities for improvement.
- Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
Team Leader - Project Management
Sama
, Nairobi
2016.09 - 2018.05
- Assisted team in the development of their skills and knowledge, which led to 15 out of 32 team members being promoted to QA and Team lead roles
- Prepared internal and client facing reports that was used in weekly business review meetings
- Provided regular coaching and training to the agents
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Identified and coordinated plans and resources required to meet project goals and objectives.
- Accelerated progress by continually reviewing performance, and project timelines.
Contact Center Agent
Sama
2015.08 - 2016.09
- Adhered to company policies and scripts to consistently achieve set targets and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Assistant Call Center Supervisor
Ipsos-Synovate ( KE )
, Nairobi
2015.04 - 2015.06
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Project Manger
Ndovu Power Fence & Ecosystem Ltd
2013.11 - 2015.04
- Updated operational methods and oversaw accounting procedures for improved efficiency, defined activities, resource and scope planning
- Met project deadlines without sacrificing build quality or workplace safety.
- Provided fiduciary oversight to remain within budget constraints, recommending project adjustments where necessary.
- Team Management, Completing documentation, Progress monitoring, Risk analysis and management
- Modified and directed project plans to meet organizational needs.
- Coordinated Scalability analysis and Quality control.
Education
Diploma - Civil Engineering - Civil Engineering Technology
Kenya Institute Of High And Building Technology
Nairobi 2011.04 - 2013.12
Skills
Quality Controlundefined
Additional Information
Key Achievements
- Created data driven quality and calibration strategies to ensure improvement of site quality scores through identifying value add insights- this led to the company being the 1st best site in EMEA and APAC region for 12 weeks straight.
- Masterminded the work from home service plan and managed the models' transition without prior tests for a 1.7milion Euro account and an initial headcount of 185 associates. Which has seen the successful implementation of working from home with an impact of 6% to revenue and productivity, setting the foundation for the new Sama WFH Model as an org-wise Business continuity plan during and post covid.
- Managed to repair client relationship and quality of a failing product, through error probability analysis and several other strategies, which helped in the redesign of overall quality control strategy approach which reduced the client error rejection rate of an initial 48% average to 2% average, eliminating all rejections.
- Developed review and fix quality model that reduces the over-dependence on quality control analysts,increasing revenue margins by lowering agent rework time and reducing non-billable headcount on projects
Certification
Lean Six Sigma
Timeline
Prince2 Foundation
2022-08
Prince2 Agile
2022-08
Operations - Snr. Quality Assurance Manager
Sama
2021.12 - Current
ISO Internal Auditor
sama
2021.11 - Current
Lean Six Sigma
2021-04
Operations - Quality Assurance Manager
Sama
2021.02 - 2021.12
Operations Project Manager
Sama
2020.10 - 2021.02
Account Manager
Sama
2019.06 - 2020.10
Quality Assurance Supervisor
Sama
2018.05 - 2019.06
Team Leader - Project Management
Sama
2016.09 - 2018.05
Contact Center Agent
Sama
2015.08 - 2016.09
Assistant Call Center Supervisor
Ipsos-Synovate ( KE )
2015.04 - 2015.06
Project Manger
Ndovu Power Fence & Ecosystem Ltd
2013.11 - 2015.04
Diploma - Civil Engineering - Civil Engineering Technology
Kenya Institute Of High And Building Technology
2011.04 - 2013.12
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