SO

Salma Osama

Quality Assurance Senior at Aman Technology

Nasr City, Cairo, Egypt

Work Experience

  • Quality Assurance Senior

    Aman Technology

    Jan 2024 - Present -1 yr, 6 months

    • Job Details:- Monitor and report agent performance to ensure adherence to scripts and quality standards. - Provide coaching and training to improve team performance. - Collaborate with management on KPIs and QA strategy. - Train new employees on company procedures.

  • Customer Support Representative

    Aman Technology

    Aug 2023 - Jan 2024 -5 months

    • Job Details:- Responded to customer inquiries and performed system reservations. - Managed complaints and ensured high satisfaction. - Made outbound surveys and followed quality metrics.

  • Customer Support Representative

    Aman E-Collection

    Jan 2022 - Aug 2023 -1 yr, 7 months

    • Job Details:- Answered inquiries and managed reservations. - Specialized in social media customer handling and escalations. - Met call center KPIs and participated in surveys.

  • Quality Auditor

    The National Council for Women

    May 2019 - Jul 2020 -1 yr, 2 months

    • Job Details:- Conducted regular audits and evaluated service quality. - Reviewed staff performance to ensure adherence to standards.

    • Education

    • Bachelor's Degree in Mass Communication - Public Relations

      Ain Shams University (ASU)

      Jan 2017 - Jan 2021 - 4 yr

    Skills

    • Data Entry
    • Multitasking
    • fast learner
    • Microsoft Office
    • Customer Service
    • Quality Monitoring
    • Ability to Simplify Technical Information
    • Admin
    • CRM
    • Team Coaching
    View More

    Languages

    • Arabic

      Fluent

    • English

      Intermediate
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