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Khaled Alshikh, Operations & Quality Manager

Khaled Alshikh

Operations & Quality Manager·LPROFI

United Arab Emirates

Bachelor's degree, Bachelor of Business in Economics

Work experience

Total years of experience: 15 years, 0 months

Operations & Quality Manager

September 2025 - Present

LPROFI

Dubai, United Arab Emirates

September 2025 - Present

- Lead end-to-end operations and quality strategy across multi-channel customer support (Voice, Email, Chat, Ticketing), ensuring scalable, high performance service delivery.

- Drive operational growth and efficiency by optimizing workflows, SOPs, CRM processes, and escalation models to reduce errors and improve turnaround time.

- Own performance management and analytics, translating QA, CSAT, productivity, and error trends into actionable improvement and growth initiatives.

- Partner with cross-functional teams (Operations, IT, Product, Business Improvement) to resolve systemic issues and enhance customer experience at scale.

- Build and execute coaching, training, and capability-building frameworks to improve agent performance and operational maturity.

- Act as a key operations escalation and decision-making point, supporting leadership with insights, dashboards, and strategic recommendations.

Key Impact:

- Improved quality compliance and reduced repetitive errors through structured QA governance.

- Enhanced agent capability and confidence via targeted coaching and clear SOPs.

- Strengthened cross-department collaboration to resolve systemic CX issues.

- Contributed to a more consistent, professional, and customer-centric service delivery model.
Company industry:
Training & Education Center
Job role:
Customer Service and Call Center

QA Training Lead

August 2025 - Present

Dubai Roads And Transport Authority (RTA)

Dubai, United Arab Emirates

August 2025 - Present

- Led full QA lifecycle for all customer service channels, focusing on complaint trends and service recovery.
- Developed and implemented QA scorecards, evaluation forms, and calibration sessions to ensure consistent and objective assessments.
- Designed SOPs and knowledge base systems that enhanced complaint resolution efficiency by 40%.
- Collaborated with Operations, Compliance, and Product teams to align performance standards with regulatory and brand expectations.
- Produced monthly QA and performance insight reports, identifying trends and recommending actionable improvements.
- Rolled out training needs assessments and development plans for underperforming staff, improving CSAT and compliance scores.
- Implemented feedback loops via QA coaching sessions, significantly improving CSAT and NPS metrics.
- Delivered monthly RCA reports highlighting service breakdowns and corrective actions.
- Spearheaded ERP complaint logging and resolution workflow; reduced average resolution time by 70%.
Company industry:
Motor Vehicle Passenger Transport
Job role:
Customer Service and Call Center

Customer Service Supervisor

November 2023 - June 2025

Zajel Courier Services

Dubai, United Arab Emirates

November 2023 - June 2025

Responsibilities:

• Leading software development and implementation as Product Lead, aligning digital solutions with evolving customer needs and market trends.
• Supervising the entire product and software portfolio to guarantee seamless functionality and alignment with user expectations and business goals.
• Designing and maintaining real-time dashboards and comprehensive reports to enhance operational transparency and enable data-driven decision-making.
• Working as the key point of contact for vendors, driving effective contract negotiations and proactively resolving partnership challenges.
• Directing customer service operations daily, swiftly resolving escalations and driving initiatives to maximize customer satisfaction.
• Coordinating with Logistics and Operations Teams to streamline service workflow and continuously elevate delivery standards.
• Spearheading team training programs focused on upskilling, process excellence, and embedding a culture of continuous improvement.


Achievements:

• Ensured 100% compliance with government protocols by supervising a team managing sensitive documentation.
• Boosted customer satisfaction scores by 60% by strategically supervising both call center and reception operations.
• Achieved a 70% reduction in response times by deploying real-time reporting and monitoring systems.
• Enhanced data accuracy by 90% through successful leadership of a customer management system integration.
• Accelerated issue resolution timelines by streamlining vendor communication workflow.
• Cut inquiry response times by 50% through improved inter-team coordination and process alignment.
• Elevated service quality and customer retention by launching and scaling a robust feedback management system.
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Logistics and Transportation

Customer Care Supervisor

August 2021 - October 2023

Al Tayer Group

Dubai, United Arab Emirates

August 2021 - October 2023

Working with Al Tayer group (ecommerce companies) Bloomingdale’s,
Mamas & Papas, Gap and Harvey Nichols.

• Reporting directly to the line manager and head of department.
• Organize daily team tasks based on business priorities and Service Level
Agreements. Maintains and monitors call and email inflow, social, live
chat, WhatsApp, NPS.
• Measures team performance to meet Service Level Agreements and
targets are achieved on all KPIs.
• Aim of a first time resolution on all queries ensuring the best Customer
Care experience is given. Manage escalated and complex customer
cases to ensure resolved with customer satisfaction.
• Lead and motivate the team on a daily basis to respond to all contacts
inline with company values and culture.
• Ensures the team accurately classifies all activities in the contact
management system and assists the Assistant Manager with the weekly
report.
• Monitor and manage the customer care advisors performance in a timely
manner to ensure team productivity levels meet the business needs.
• Drive tangible revenue through sales achieved by the team, and intangible revenue through retention and satisfaction achieved through service.
• Proactively identifying issues and be able to develop and action solutions
swiftly.
• Provide guidance and coaching on a regular basis with one to one
conversations.
• Performance manage through regular coaching and annual performance
review
• Provide positive reinforcement environment.
• Constructive approach to giving feedback and ideas to improve the
customer experience.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Senior Sales And Customer Care Associate

May 2021 - August 2021

Al Tayer Group

Dubai, United Arab Emirates

May 2021 - August 2021

Working with Al Tayer group in one of its ecommerce companies as senior sales & customer care associate.
• Acting as a team leader and reporting directly to the line manager.
• Assist in handling a team of 30 agents with other seniors.
• Monitoring different channels including Inbound, outbound, WhatsApp,
emails and social media.
• Helping the team to achieve their targets and call center SLA.
• Preparing reports about agent’s performance and call center
performance.
• Assisting the agents to adhere to their work plan and schedule.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Quality Analyst

April 2019 - April 2021

Noon.com

Dubai, United Arab Emirates

I found this job using Bayt.com

April 2019 - April 2021

Responsibilities:

• Conducted daily multi-channel quality audits and root cause analysis to identify recurring performance gaps.
• Delivered weekly quality reports and actionable insights to senior management for performance improvement.
• Provided targeted coaching to underperforming agents and facilitated periodic quality training sessions.
• Designed and maintained knowledge base content to ensure alignment with current processes and quality standards.
• Onboarded and trained new hires on quality protocols, communication guidelines, and audit parameters.
• Monitored call performance of 40+ agents and shared structured feedback to enhance service delivery and compliance.
Company industry:
Internet & E-commerce
Job role:
Quality Control

Insurance Assistance

January 2016 - March 2019

Orient Insurance PJSC (Al Futtaim)

Dubai, United Arab Emirates

January 2016 - March 2019

Working as Insurance Assistance / underwriter for Motor department and partially for Medical department.

Job Role:
• Assisted in training new members of staff.
• Responding to e-mail and proceed with policy renewals.
• Conducts problem solving and troubleshooting
• Took inbound calls, dealt with questions efficiently and effectively and input data.
• Assuring a higher number of business retention.
• Answered nearly 60 calls daily from customers inquiring about product usage, billing issues, or general company information.
• Issuing quotations for customers upon their requests.
• Assisting customer in all inquiries related to motor Department including registering Claims, Cancellation of a policy and other motor related enquiry.
Company industry:
Insurance & TPA
Job role:
Customer Service and Call Center

Customer Care Coordinator

December 2014 - December 2015

RTA – Roads and Transport Authority

Dubai, United Arab Emirates

December 2014 - December 2015

Worked as a customer care coordinator, coordinating between customer and RTAs departments to solve customers problem or attending customers requests.

Job Role:
• Handling customer complaints, suggestions and requests related to transportation, roads and licensing etc.
• Worked on Microsoft Dynamic CRM to handle cases and issuing daily reports to management about cases status.
• Helping and reaching out the customers through multiple lines including phones, email and SMS.
• Making outbound calls to close the customers pending cases.
Company industry:
Motor Vehicle Passenger Transport
Job role:
Customer Service and Call Center

End-User Support Specialist

December 2013 - November 2014

CCIT

Dubai, United Arab Emirates

December 2013 - November 2014

My task was supporting our end users, we were selling our application which was an archiving application and I was supporting our end users in case if they ever had a queries or an issue.

Job Role:
• Providing help and professional support in different IT projects in different companies and conducting face to face meetings with our end users.
• In charge of resolving all complications positively and meets our end users satisfaction.
• Projects took place in government sectors including but not limited to:
1- Ministry of Education (Dubai).
2- Sharjah Electronic government (Smart government).
3- Sharjah Airport.
4- Ministry of Family Affairs.
5- Ministry of Presidential Affairs (Abu Dhabi).
• Attending meetings to promoting our product and assist in selling it.
Company industry:
IT Services
Job role:
Information Technology

Team Leader Call Center

November 2012 - November 2013

CCI

Dubai, United Arab Emirates

November 2012 - November 2013

Worked as a team leader and quality analyst for a bank projects (sales).

Job Role:
• Quality Assurance (Quality Analyst).
• Sending weekly reports to management on agents quality scores and giving feedback to the agents.
• Training the team on new projects (mostly bank projects)
• Interviewing new applicants.
• Team Leading (Reports making, Adherence monitoring and improving performance )
Company industry:
Sales Outsourcing
Job role:
Sales

Call Center Agent

November 2011 - October 2012

CCI

Dubai, United Arab Emirates

November 2011 - October 2012

Worked as a call center agents in sales projects (Bank projects)

Job Role:
• Making and taking calls.
• Achieving and exceeding my monthly target.
• Worked in sales projects (Abu Dhabi bank).
• Attending my emails in timely manner.
Company industry:
Sales Outsourcing
Job role:
Sales

Tele Sales Agent

November 2010 - December 2010

Circle M (Movenpick Hotel and Resorts)

Dubai, United Arab Emirates

November 2010 - December 2010

Worked as a tele sales of hotels loyalty program.

Job Role:
• Making and taking calls and sending emails.
• Meeting my weekly target.
• Generating new potential data (leads) for the company.
Company industry:
Telemarketing
Job role:
Customer Service and Call Center

Computer Lab Supervisor

July 2010 - November 2010

Ajman University of Science and Technology

Ajman, United Arab Emirates

July 2010 - November 2010

Worked as a computer lab supervisor.

Job Role:
• Supervising the lab and taking care of the equipment.
• Helping students in case if they faced any difficulties.
• Troubleshooting if required.
Company industry:
Primary, Prep, & Secondary School
Job role:
Administration

Education

Damascus University

August 2015

August 2015

Bachelor's degree, Bachelor of Business in Economics

Syria

GPA (rating): Very good

GPA (rating): Very good

Ajman University Of Science And Technology

January 2012

January 2012

Diploma, Information Technology

United Arab Emirates

GPA (point): 3 out of 4

GPA (point): 3 out of 4

MOHAMMED BIN RASHID SCHOOL

June 2010

June 2010

High school or equivalent, Science

United Arab Emirates

GPA (percentage): 76%

GPA (percentage): 76%

Majoring in science

Skills

Administration
Expert
Administration
Expert
Call Center
Expert
Call Center
Expert
Quality Assurance
Expert
Quality Assurance
Expert
Insurance
Expert
Insurance
Expert
Team Leadership
Expert
Team Leadership
Expert
order
Expert
order
Expert
ANALYSIS
Expert
ANALYSIS
Expert
office work
Expert
office work
Expert
office administration
Expert
office administration
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
COMPLIANCE REQUIREMENTS
Expert
COMPLIANCE REQUIREMENTS
Expert
BUSINESS METRICS
Expert
BUSINESS METRICS
Expert
COST MANAGEMENT
Expert
COST MANAGEMENT
Expert
SERVICE DELIVERY FRAMEWORK
Expert
SERVICE DELIVERY FRAMEWORK
Expert
OPERATIONAL EFFICIENCY
Expert
OPERATIONAL EFFICIENCY
Expert
ECONOMICS
Expert
ECONOMICS
Expert
INFORMATION TECHNOLOGY
Expert
INFORMATION TECHNOLOGY
Expert
CUSTOMER RELATIONSHIP MANAGEMENT
Expert
CUSTOMER RELATIONSHIP MANAGEMENT
Expert
QUALITY IMPROVEMENT
Expert
QUALITY IMPROVEMENT
Expert
TROUBLESHOOTING
Expert
TROUBLESHOOTING
Expert
BILLING
Expert
BILLING
Expert
CUSTOMER SUPPORT
Expert
CUSTOMER SUPPORT
Expert
EMAIL
Expert
EMAIL
Expert
INSURANCE
Expert
INSURANCE
Expert
PROBLEM SOLVING
Expert
PROBLEM SOLVING
Expert
SALES
Expert
SALES
Expert
CALL CENTER
Expert
CALL CENTER
Expert
CONFLICT MANAGEMENT
Expert
CONFLICT MANAGEMENT
Expert
Team Leading
Expert
Team Leading
Expert
Quality Assurance
Expert
Quality Assurance
Expert
office management
Expert
office management
Expert
mail
Expert
mail
Expert
marketing
Expert
marketing
Expert
typing
Expert
typing
Expert

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
Valid Dubai Driving License
Project Management Skills for Leaders
Six Sigma: Black Belt
ISO 9001 Foundation - Quality Certification
ISO 45001: Occupational Health and Safety Management Systems Certified
ISO 14001: Environmental Management Systems Certified

Hobbies

  • Swimming
  • Playing Piano