Eman Ebrahim

Quality Analyst

• Job Details:Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards, company policies, and regulatory guidelines. Identify performance trends and provide detailed feedback to agents and team leaders to improve customer interactions and service quality. Develop and update quality monitoring forms, scoring metrics, and performance reports. Collaborate with training and operations teams to recommend process improvements and targeted coaching strategies. Conduct regular calibration sessions to align quality expectations across teams and ensure consistency in evaluations. Track and analyze data to generate insights that drive service excellence and customer satisfaction. Assist in maintaining compliance with internal protocols and external regulations through ongoing assessment and documentation.

Customer Service Expert

• Job Details:Deliver exceptional customer support through various channels (phone, email, live chat, and social media), ensuring a premium brand experience in line with Sony’s service standards. Handle product inquiries, technical support, service requests, and complaints with professionalism and efficiency. Collaborate with cross-functional teams, including technical support, logistics, and sales, to ensure timely resolution of customer issues. Maintain up-to-date knowledge of Sony products, services, promotions, and policies to provide accurate information and personalized recommendations. Contribute to continuous improvement by identifying recurring issues and suggesting solutions to enhance the customer journey. Ensure compliance with company policies, data protection standards, and regional regulations across all service interactions.

Quality Analyst

• Job Details:Maintained qualified skills by proactively participating in professional development activities. Executed daily coaching activities, with agents observing calls to make sure all quality standards are being followed. Reported all failures of business rules to team leaders. Monitored and analyzed agent performance data to identify outliers and conducted targeted coaching sessions using structured, professional coaching modules to improve service quality and KPIs. Identifying adding value opportunities.