Dina Attia

Quality Analyst on Bereavement Team

• Job Details:Ensured high-quality, compliant processes and communications for bereavement services. Conducted quality audits of bereavement case handling and client interactions. Developed and implemented quality control procedures for sensitive bereavement processes. Analyzed data and trends to identify issues and recommend process improvements. Collaborated with teams to refine bereavement protocols and enhance client journeys. Provided feedback and training on best practices for bereavement case management. Maintained detailed records of quality assurance activities and resolutions. Contributed to the development and updating of bereavement service policies.

Academy Mentor

• Job Details:Guiding new hires on company policies, procedures, and best practices. Coordinating with stakeholders to ensure to meet academy objectives. Providing coaching and one-on-one mentorship to enhance mentees' performance and professional development. Conducting coaching sessions to monitor progress and assist in goal achievement. Quality accredited to evaluate calls, ensuring adherence to standards. Collaborating with training and operations teams to improve training materials and processes. Mentored a pilot team for international and CHAPS payments, resulting in the team exceeding accuracy targets by 93% within the first quarter. Managing weekly and monthly KPIs reporting for mentors, providing detailed analysis to the academy manager to support one-on-one performance reviews.

Call Center Agent

• Job Details:Provided accurate information on products/services, resolving inquiries and handling complaints. Assisted customers with disputes and fraud issues. Shared knowledge to enhance team performance and resolve challenges. Performed high-quality services to clients. Handled transactional issues and complaints effectively. Provided coaching to outliers in the team to enhance their performance.