Software Quality Analyst
Dubai Roads And Transport Authority (rta)
مجموع سنوات الخبرة :8 years, 5 أشهر
Started as CSR then I have been promoted to join ADMIN then to join the
leadership team with QA position.
Based on GDCCS (government of Dubai call center standards) Maintaining very
strict quality parameters providing the below.
Basic Tasks:
• Calls grading based on weekly/daily target.
• call validations.
• chats, Emails and Whatsapp grading.
Specials tasks I am responsible for:
• Observations (customer's complaints against the call center).
• Customer's refund based on their complaints.
• Survey analysis.
• Max abandoned report calls reassignments.
• Customer's Media escalations.
• Weekly/monthly reports to management explaining (quality scores - fatal errors
- reasons - action plans)
Branch manager, Mahrousa LLC.
Dubai | 2017 December - 2018 July
Branch manager in food and beverage field company, maintaining the cost control
role and a leader for a team of 20 employees performing smooth and successful
operation
Customer Care
1 year Diploma,i finished it while i am in Army Period
4 years BACHELOR of Sociology