محمد عيسى

At Ecco Gulf, I lead quality assurance operations across seven major client projects, including Carrefour, Ooredoo, McDonald’s, and First Finance. My role centers on ensuring compliance with COPC and ISO standards, driving service excellence, and aligning performance with client and organizational KPIs.

Key contributions include:

Designing and implementing QA frameworks, such as customized scoring sheets, quality plans, and reporting templates, to standardize evaluation and enhance accountability.

Conducting regular call audits, performance evaluations, and coaching sessions with agents, resulting in measurable improvements in customer service quality.

Delivering targeted feedback and refresher training that strengthened staff performance and reinforced best practices in line with client expectations.

Collaborating closely with management and training teams to address performance gaps, streamline operations, and ensure service delivery met defined KPIs and contractual SLAs.

Playing a key role in building a culture of quality and continuous improvement, which contributed to sustaining customer satisfaction levels above 95% across multiple high-profile projects.