Mohamed Kamel

Senior Quality Assurance Analyst

• Job Details:Performed quality audits across customer care, retail, and digital channels, ensuring adherence to internal standards, SLA benchmarks, and regulatory requirements (NTRA). Analyzed customer complaints and quality trends to drive corrective action plans and service enhancements. Designed and maintained quality monitoring frameworks including scorecards and checklists. Delivered regular performance dashboards and data-driven insights to senior leadership. Collaborated cross-functionally with customer care, technical support, training, and operations teams to drive continuous improvement. Supported internal audits and escalated high-risk compliance or financial violations to investigative units.

Senior Supervisor – Consumer Activation Risk Management

• Job Details:Supervised daily SIM activation processes, ensuring compliance with NTRA regulations and internal risk frameworks. Enforced strict KYC and ID verification protocols across customer channels. Identified fraud patterns including ID duplication and unauthorized dealer behavior; escalated high-risk cases to compliance and legal. Developed SOPs, checklists, and risk documentation in line with audit and regulatory expectations. Delivered training for front-office teams and dealers on fraud prevention and compliance awareness. Worked with IT and BI teams to enhance fraud monitoring and KPI reporting tools.

Supervisor – Consumer Activation Risk Management

• Job Details:Managed postpaid and prepaid activation operations while ensuring strict adherence to internal risk controls and NTRA requirements. Investigated suspicious activities such as fake IDs or SIM clustering; applied corrective actions with cross-functional teams. Standardized fraud prevention processes by maintaining up-to-date SOPs and risk documentation. Collaborated with IT/BI to enhance fraud detection dashboards and real-time alerts. Led training sessions to increase fraud awareness and reinforce compliance among dealers and internal staff.