Selvi Rajibe

• Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
• Developed and implemented an AI Voice Analytics solution across all project phases
• Led meetings with internal team members, consultants and contractors
• Developed the Voice Analytics tool for automating quality evaluations and customer satisfaction analysis
• Supported the company's digital transformation by redefining internal procedures
• Provide support to the training and quality teams in managing LMS and Voice Analytics tool

• Leading onboarding and continuous training sessions (including external centers)
• Strict monitoring of quality and customer satisfaction indicators
• Facilitating quality committees and training forums
• Participating in Canal+ group project committees for product launches and innovations
• Optimizing processes for deployment across all contact centers
• Designing training programs and materials (In-person/E-learning)
• Creating technical scripts for advisors and customers
• Implementing the Quality operating procedures
• Quality tool administrator: Creating and sending reports, implementing evaluation grids
• Managed multiple projects simultaneously while adhering to tight deadlines.

• Established quality metrics and benchmarks to measure and report on product quality.
• Monitored production environment performance metrics for anomalies that could indicate quality issues.

• Team management in inbound and outbound calls
• Monitoring production KPIs
• Performance evaluations and continuous training
• Conducting individual interviews
• Motivating, encouraging, and leading the team
• Team sizing and workforce planning
• Reporting and analysis
• Resolved customer complaints in a timely manner while ensuring customer satisfaction.

• Handling subscription and technical support calls
• Back-office processing
• Facebook moderation
• Outbound calls (Sales and Customer Retention)

As a Project Manager, I lead digitalization initiatives and oversee the development and implementation of AI-based solutions. I manage all project phases, from initiating to finalizing, ensuring the integration of cutting-edge technologies like AI Voice Analytics to optimize operations, improve customer experience, and streamline internal processes. My role involves coordinating cross-functional teams, redefining internal procedures, and providing ongoing support to ensure project success and sustainability.