Walaa Selim
Customer service manager at Cutis Clinic
Maadi, Cairo, EgyptWork Experience
Quality Assurance ManagerFull Time
Aman Technology
Sep 2021 - Present -3 yrs, 9 months
- Job Details:• Developing and implementing quality assurance policies and procedures. • Designing and executing test plans and scripts to ensure product quality. • Trained and led a team of 12 Quality coordinators and specialists. • Identifying and managing project risks. • Spearheaded internal audit processes, identifying areas for improvement and ensuring ISO 9001 compliance. • Trained and mentored junior QA staff, enhancing their skills and efficiency in QA processes. • Tracked the progress of projects and performed quality analysis throughout the development process
Education
MBA in Business administration
Arab Academy for Science, Technology and Maritime Transport (AAST)Jan 2022
Bachelor's Degree in accounting
Ain Shams University (ASU)Jan 2006
Achievements
• Improved Customer Satisfaction by 50% over six months through the implementation of targeted training programs and customer feedback mechanisms. • Implemented a comprehensive training program for new hires that decreased onboarding time by 40% and improved first-call resolution rates by 20%. • Increased upsell conversion rates by 25% through the development of sales training and customer engagement strategies. • Established a quality assurance program that improved call quality scores from 50% to 90% within one year. • Implemented a new quality assurance framework that streamlined inspection processes, reducing average inspection time by 20% and enhancing operational efficiency. • Introduced a data analytics system for quality metrics, enabling real-time monitoring and a 25% increase in the speed of decision-making regarding quality issues.
Languages
Arabic
AdvancedEnglish
Advanced
Training & Certifications
Digital Marketing
2019Marketing Diploma
RITI·2017