I'm leading quality assurance for Microsoft CSP and MPN support at Teleperformance Portugal, conducting evaluations, audits, calibrations, and performance reviews while aligning standards with Microsoft stakeholders in London.
At Talabat, I've led agent-level quality and performance across chat and call channels and managed management-level evaluations across four BPO partners. I develop data-driven action plans, conduct root cause analysis, and refine QA scorecards and quality matrices to strengthen evaluation standards.
My background also includes dispatch leadership, live logistics operations, complaint management, and second-level customer escalations across Talabat, Carrier Air Conditioning Egypt, and Orange Egypt.
