-Senior QA analyst (Inbound-Outbound ) launched Raya Gulf Dubai Site quality Department-Reporting to Quality Section head located in Cairo Site , arrange weekly and monthly review with both Client and Raya management -Build New site team and framework along with department yearly plan and strategy-Client communication expert

•Monitor inbound \ outbound call center Advisors and analyze Customer Service Representative Performance and productivity.•Verifying project knowledge base for agents and communicate with client for info modification and Calibration.•Quality team lead (acting as) and reporting work plan to my direct manager on weekly basis •Attending table F, WBR, MBR, QBR meetings for discussing project figures and enhancement.•Arrange and schedule coaching, refreshment and score sheet awareness sessions for the new joiners.•Analyze data and report it to my QA specialist before sharing with Operation along with recommended action plan

•Defused volatile customer situations calmly and courteously.•Senior Advisor (VDA, VAS, High value, platinum customer care, complain & Retention queues )•Account angel for small and medium enterprise account (SME)•Engagement team coordinator and support