Salsabil Anily

Sutherland

• Quality Assurance SpecialistFull Time

  Jul 2023 - Mar 2025 -1 yr, 8 months

  Egypt , Alexandria

  • Job Details:Monitored and evaluated customer interactions to ensure compliance with company standards and policies. Provided feedback and coaching to agents to improve service quality and performance. Analyzed data and generated reports to enhance process efficiency and customer satisfaction.
• Subject Matter Expert ManagementFull Time

  Oct 2022 - Jul 2023 -9 months

  Egypt , Alexandria

  • Job Details:As a Subject Matter Expert (SME) in a high-performance call centre, I played a key role in ensuring operational efficiency and maintaining exceptional service standards. I monitored call centre queues and Service Level Agreements (SLA), making real-time adjustments, such as switching agents from offline statuses, to ensure optimal resource utilization during peak periods. I provided hourly SLA reports to management, tracking performance and adapting resources as needed to meet client expectations. Additionally, I oversaw agent performance, ensuring adherence to company policies and swiftly addressing any misuse of the system by escalating incidents to upper management. I managed agent shift schedules, including handling leave requests and emergency off-queue situations, while resolving conflicts to maintain smooth operations. My responsibilities also included validating key performance metrics such as CSAT, DSAT, and concession data to ensure accurate tracking and reporting. Beyond these operational tasks, I provided expert guidance and training to agents, supported escalated customer issues, and contributed to continuous improvements in service delivery. This role required a strong blend of leadership, problem-solving, and analytical skills to ensure both agent and operational success.
• Call Center AgentFull Time

  Jul 2022 - Oct 2022 -3 months

  Egypt , Alexandria

  • Job Details:Handled inbound and outbound calls, assisting customers with inquiries, troubleshooting, and service requests.