Mustafa Mahmoud

Quality Evaluator

• Job Details:Enhanced performance tracking by developing a data-driven monitoring system, reducing invalid transfers by 15% and improving process transparency across all stakeholders, leading to an 8% increase in RAP performance. Optimized decision-making by analyzing agent performance data and implementing a structured improvement process, increasing target achievement for the UPR metric by 10% and reducing performance improvement time by 4 weeks across 3 teams. Improved operational efficiency by identifying trends in negative response cases and creating a best practices framework, reducing response errors by 15% and improving agent accuracy by the same percentage. Streamlined reporting by creating automated Excel reports, reducing manual effort and optimizing time spent on data analysis and decision-making. Improved performance monitoring by developing a dashboard that tracks key drivers of weekly performance drops.