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ولاء عيد فؤاد رجب , Quality Assurance Executive-Shahid

ولاء عيد فؤاد رجب

Quality Assurance Executive-Shahid·RCX

مصر

بكالوريوس, English

الخبرة العملية

مجموع سنوات الخبرة: 8 سنوات, 5 أشهر

Quality Assurance Executive-Shahid

يناير 2023 - حتى الآن

RCX

مدينة 6 أكتوبر، مصر

يناير 2023 - حتى الآن

• 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
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Quality Assurance Executive

يناير 2022 - يناير 2023

(McDonald’s Bahrain,

مدينة 6 أكتوبر، مصر •عن بُعد

يناير 2022 - يناير 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.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Customer Service Agent - MBC Shahid Account

يناير 2021 - يناير 2022

RCX

مدينة 6 أكتوبر، مصر

يناير 2021 - يناير 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.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Corporate Account Management

يناير 2019 - يناير 2021

Etisalat Corporate

مدينة 6 أكتوبر، مصر

يناير 2019 - يناير 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.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Corporate Customer Care & DSL Technical Support

يناير 2018 - يناير 2019

Orange Egypt

القاهرة، مصر

يناير 2018 - يناير 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.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

التعليم

City University Of Cairo

مايو 2017

مايو 2017

بكالوريوس، English

مصر

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
Management
Expert
Human Resources
Expert
Human Resources
Expert
Bank Accounting
Expert
Bank Accounting
Expert
Accounting
Expert
Accounting
Expert
Adobe Photoshop
Intermediate
Adobe Photoshop
Intermediate
Microsoft Access
Intermediate
Microsoft Access
Intermediate
Microsoft Editor
Beginner
Microsoft Editor
Beginner
Microsoft PowerPoint
Expert
Microsoft PowerPoint
Expert
Microsoft Word
Intermediate
Microsoft Word
Intermediate
Quality Tools
Expert
Quality Tools
Expert
Compliance Audits
Expert
Compliance Audits
Expert
Trend Analysis
Expert
Trend Analysis
Expert
Problem-Solving & Analytical Thinking
Intermediate
Problem-Solving & Analytical Thinking
Intermediate
Adobe Indesign
Intermediate
Adobe Indesign
Intermediate
Quality Systems
Expert
Quality Systems
Expert
Adobe Illustator
Beginner
Adobe Illustator
Beginner
Workflow Design
Intermediate
Workflow Design
Intermediate
Leadership
Intermediate
Leadership
Intermediate
Microsoft Excel
Expert
Microsoft Excel
Expert
Gap Analysis
Expert
Gap Analysis
Expert
Root Cause Analysis
Expert
Root Cause Analysis
Expert
Communication Skills
Expert
Communication Skills
Expert
Data Analysis
Expert
Data Analysis
Expert
Microsoft Outlook
Expert
Microsoft Outlook
Expert
Customer Driven
Expert
Customer Driven
Expert
Customer Support
Expert
Customer Support
Expert
Salesforce.com
Expert
Salesforce.com
Expert
Quality Assurance
Expert
Quality Assurance
Expert
Customer Focus
Expert
Customer Focus
Expert
Training
Intermediate
Training
Intermediate
Time Management
Intermediate
Time Management
Intermediate
Time management skills
Intermediate
Time management skills
Intermediate
Collaboration Tools
Intermediate
Collaboration Tools
Intermediate
COACHING
Intermediate
COACHING
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
OUTSOURCING
Intermediate
OUTSOURCING
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
ROOT CAUSE ANALYSIS
Intermediate
ROOT CAUSE ANALYSIS
Intermediate
USER EXPERIENCE UX
Intermediate
USER EXPERIENCE UX
Intermediate

اللغات

العربية
اللغة الأم
الانجليزية
متوسط

التدريب و الشهادات

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

الهوايات

  • design
  • Drawing