Rana Diaa

Senior Quality Assurance Specialist

• Job Details:August 2019 - Present , Cairo Governorate, Egypt , - Distribute target on the team and manage their KPIs. , - Arrange calibration sessions for (TL, Trainers, and CSRs) to ensure the , account of high quality. Page 1 of 3 , - Handling disputes between the quality reviewers and TL. , - Giving sessions for the team to deliver COPC quality approach. , - Creating quality analysis and defects dashboard to measure the , performance.

Quality Assurance Specialist

• Job Details:August 2018 - August 2019 (1 year 1 month) , Cairo Governorate, Egypt , - Ensuring the quality of service provided by agents. , - Provide essential knowledge to support the operational agents. , - Handling and organizing tracking sheets for agents. , - Handling communication between Uber and customer support , representatives in terms of product knowledge. , - Align with product knowledge trainers to provide the best knowledge , experience for the agents.

Senior Subject Matter Expert at Majorel

• Job Details:May 2017 - August 2018 (1 year 4 months) , Maadi , Subject Matter Expert in quality and training department , • Helping and supporting CSRs in the knowledge base and addressing all , "customers concerns." , • Updating the team with any important or minor update and help them , through to follow the new process. , • Supporting Nesting and Production CSRs in parallel during and after the , launching phase. , "• Prepared and arranged briefings to tackle the CSRs challenging points on" , the spot and to enhance their QA numbers. , • Deep knowledge base analysis to track its updates in a high dynamic , knowledge account. , • Flagging the resources confusions and missing parts and its impact with , the client.