Ahmed Korany

data analyst

• Job Details:worked with clients to collect, clean, and analyze datasets using sql, excel, and power bi. built custom sql queries to extract insights and support business decisions from large relational databases. created interactive power bi dashboards to visualize kpis and trends for client reporting. collaborated with clients to identify business problems and deliver data-driven solutions.

quality analyst

• Job Details:built excel and bi dashboards using pivottables, charts, and conditional formatting to track quality kpis. used sql for performance analysis of advisors, identifying trends and improvement areas. created a sharepoint-based evaluation system using power apps, integrated with power automate to send email alerts when new evaluations were added or modified. conducted weekly calibration sessions and business reviews to maintain consistent quality standards. delivered targeted coaching sessions based on audit findings and data insights. developed call quality improvement plans and partnered with operations and training teams to reduce escalations.

subject matter expert

• Job Details:answered knowledge-related queries and provided high-quality customer service across the organization. forming monthly tnas to assess agents' knowledge gaps and delivering sessions to explain gap points. audit and monitor agents' performance in nps through tnps analysis. delivering daily and bi-weekly sessions based on agents' tna scores.