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Walaa Eid Fouad Ragab, Quality Assurance Executive-Shahid

Walaa Eid Fouad Ragab

Quality Assurance Executive-Shahid·RCX

Egypt

Bachelor's degree, English

Work experience

Total years of experience: 8 years, 6 months

Quality Assurance Executive-Shahid

January 2023 - Present

RCX

6th of October, Egypt

January 2023 - Present

• Spearheaded QA operations with my team for non-voice channels (email,
chat, WhatsApp), ensuring alignment with Quality benchmarks and client
expectations.
• Designed and maintained performance dashboards tracking agent metrics
across shifts, languages, and customer segments for my team and reporting it
weekly to the operation.
• Delivered weekly and monthly client reports with actionable insights,
including ATA Gauge scoring, drop reason analysis, and improvement plans.
• Conducted root cause analysis on service failures, leading to targeted
coaching and measurable uplift in agent performance.
• Recommended enhancements to QA tools and sampling methodology,
improving audit accuracy and relevance.
• Collaborated cross-functionally to escalate service issues and validate
corrective actions, enhancing end-user satisfaction.
• Monitored fulfillment of project action plans, ensuring timely execution and
compliance with quality standards.
• Contribute in KP Audit and Providing Process Enhancement solutions and
ideas and DSAT Validation
Company industry:
Call Centers & Customer Care Outsourcing

Quality Assurance Executive

January 2022 - January 2023

(McDonald’s Bahrain,

6th of October, Egypt •Remote

January 2022 - January 2023

• Managed multi-country QA reporting for McDonalds Gulf accounts, delivering
insights on service quality and operational compliance.
• Developed and maintained client-facing reports (weekly/monthly), including
performance indicators, action plans, and strategic recommendations.
• Validated service delivery metrics and justified deviations from benchmarks,
supporting continuous improvement efforts.
• Increased service effectiveness by analyzing wide variations in KPIs and
proposing corrective actions.
• Facilitated cross-functional collaboration to enhance end-user experience
through data-backed feedback loops.
• Designed customized evaluation frameworks in collaboration with clients to
ensure accurate performance tracking and compliance.
• Managed quality assurance frameworks based on COPC® guidelines, driving
operational efficiency and client satisfaction and to monitor agent
performance, identify service gaps, and implement corrective actions.
Company industry:
Call Centers & Customer Care Outsourcing

Customer Service Agent - MBC Shahid Account

January 2021 - January 2022

RCX

6th of October, Egypt

January 2021 - January 2022

• Delivered high-quality support via email, chat, and WhatsApp, maintaining
SLA compliance and customer satisfaction.
• Documented customer interactions and flagged recurring issues for escalation
to QA and operations teams.
• Frequently assigned as Co-QA support during peak seasons—including
Ramadan, sports campaigns, and Riyadh Season—to reinforce team capacity
and uphold service standards.
• Assigned as a mentor and onboarding support for new agents.
Company industry:
Call Centers & Customer Care Outsourcing

Corporate Account Management

January 2019 - January 2021

Etisalat Corporate

6th of October, Egypt

January 2019 - January 2021

• Managed corporate client portfolios, resolving escalations and ensuring
service continuity.
• Coordinated with technical and billing teams to streamline issue resolution
and enhance client retention.
Company industry:
Call Centers & Customer Care Outsourcing

Corporate Customer Care & DSL Technical Support

January 2018 - January 2019

Orange Egypt

Cairo, Egypt

January 2018 - January 2019

• Provide Tier 1 and Tier 2 technical support for DSL internet services to
corporate clients via phone, email, and remote sessions.
• Troubleshoot connectivity issues, modem/router configurations, and line
stability problems.
• Handle escalations and coordinate with network engineering teams for
complex faults or outages.
• Guide clients through installation, setup, and optimization of DSL services
and related hardware.
• Maintain detailed logs of customer interactions, diagnostics, and resolutions
using CRM/ticketing systems.
• Ensure SLA compliance and deliver timely, professional support aligned with
corporate standards.
• Educate clients on service features, preventive maintenance, and best
practices for network reliability.
• Collaborate with account managers and service delivery teams to ensure
seamless customer experience.
Company industry:
Call Centers & Customer Care Outsourcing

Education

City University Of Cairo

May 2017

May 2017

Bachelor's degree, English

Egypt

Completed coursework in accounting, auditing, and financial management with a focus on English-language business communication. Participated in group projects analyzing company performance, prepared reports and presentations, and developed strong analytical and teamwork skills. Gained practical knowledge in accounting systems and business operations, building a foundation for a career in quality assurance and customer service

Skills

Management

Expert

Human Resources

Expert

Bank Accounting

Expert

Accounting

Expert

Adobe Photoshop

Intermediate

Microsoft Access

Intermediate

Microsoft Editor

Beginner

Microsoft PowerPoint

Expert

Microsoft Word

Intermediate

Management

Expert

Human Resources

Expert

Bank Accounting

Expert

Accounting

Expert

Quality Tools

Expert

Compliance Audits

Expert

Trend Analysis

Expert

Problem-Solving & Analytical Thinking

Intermediate

Adobe Indesign

Intermediate

Quality Systems

Expert

Adobe Illustator

Beginner

Workflow Design

Intermediate

Leadership

Intermediate

Microsoft Excel

Expert

Gap Analysis

Expert

Root Cause Analysis

Expert

Communication Skills

Expert

Data Analysis

Expert

Microsoft Outlook

Expert

Customer Driven

Expert

Customer Support

Expert

Salesforce.com

Expert

Quality Assurance

Expert

Customer Focus

Expert

Training

Intermediate

Time Management

Intermediate

Time management skills

Intermediate

Collaboration Tools

Intermediate

COACHING

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER SERVICE

Intermediate

OPERATIONAL EFFICIENCY

Intermediate

OPERATIONS

Intermediate

OUTSOURCING

Intermediate

PROCESS IMPROVEMENT

Intermediate

QUALITY ASSURANCE

Intermediate

ROOT CAUSE ANALYSIS

Intermediate

USER EXPERIENCE UX

Intermediate

Languages

Arabic

Native Speaker

English

Intermediate

Training and Certifications

Certifications
Peacemaking-Conflict Resolution & Adaptive Communication.
Advance Excel Course
IMP
Analytical Thinking & Problem Solving Workshop
NaviGrowth - Training & Consultation
Jul 2025
Advanced Coaching & Behavioral Reinforcement
NaviGrowth - Training & Consultation
Jul 2025
Peacemaking-Conflict Resolution & Adaptive Communication
NaviGrowth - Training & Consultation
Jul 2025
Graphic design certificate
Russian-Egyptian Business Council
Jan 2018
Training
Excel: Dashboards for Beginners
LinkedIn Learning Acadamy
Oct 2024
Train Your Brain to Unwind Stress and Anxiety Habits
LinkedIn Learning Acadamy
Jan 2024
High impact presentation
Dale Carnegie Training
Jul 2024

Hobbies and interests

design
Drawing