Ahlam El Malki

I’m a customer experience and operations leader with over four years of experience in team leadership, quality assurance, coaching, and performance management. I’m driven by operational continuity, strong KPI ownership, and delivering exceptional customer experiences in fast-paced environments.

As a Team Manager and Quality Analyst, I’ve led and coached customer service agents to achieve team operational and quality objectives. I monitor KPIs, implement action plans, and support performance reviews and development plans to keep results improving.

I also work at the intersection of quality and customer experience—analyzing customer interactions for compliance with quality standards and processes. I deliver coaching and feedback, collaborate with operational leaders and product specialists, and continuously improve how the team works.

Most importantly, I build a positive, collaborative team culture focused on engagement and continuous improvement. I’m proud of consistently meeting performance and customer satisfaction goals while supporting major business transitions with care and consistency.