Habiba Hesham Galal

Teleperformance - Egypt

• Quality Assurance AnalystFull Time

  May 2022 - Mar 2023 -10 months

  Egypt , Cairo

  • Job Details:- Listened to agent calls, provided email support, and conducted coaching sessions to enhance agent performance. -Conducted Quality Assurance (QA) sessions for new agents to ensure adherence to standards. -Provided floor support as required during peak times or critical situations. Held client meetings to address and resolve operational improvement opportunities.  -Wrote and maintained detailed internal documentation on developed systems.  -Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.  -Created successful test scripts to manage automated feature testing,  Reported progress, test metrics and results to project stakeholders.
• Quality Assurance AnalystFull Time

  May 2022 - Mar 2023 -10 months

  Egypt , Cairo

  • Job Details:- Listened to agent calls, provided email support, and conducted coaching sessions to enhance agent performance. -Conducted Quality Assurance (QA) sessions for new agents to ensure adherence to standards. -Provided floor support as required during peak times or critical situations. Held client meetings to address and resolve operational improvement opportunities.  -Wrote and maintained detailed internal documentation on developed systems.  -Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.  -Created successful test scripts to manage automated feature testing,  Reported progress, test metrics and results to project stakeholders.
• Css RepresentativeFull Time

  Sep 2021 - May 2022 -8 months

  Egypt , Cairo

  • Job Details:- Employed at AT&T, a leading American multinational telecommunications holding company. - Developed strong skills in attention to detail, maintaining a positive attitude, effective time management, problem-solving, and adept handling of various responsibilities.  -Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.  -Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.  -Assisted in the development of new sales strategies, resulting in increased conversion rates among potential buyers.