Abdurhman Gamal

At Concentrix, Egypt, I monitor and evaluate voice, email, and chat interactions and conduct quality audits to check compliance with quality standards.

I provide coaching and feedback to support agent performance, and analyze quality trends to identify root causes.

I track CSAT, AHT, FCR, and Quality Score, and participate in calibration sessions.

I also participate in process improvement initiatives, using quality insights to support customer experience and operational objectives.