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Ahmed Moursy

@ahmedmoursy

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Quality Analyst at Transcom, validating smart energy system settings and improving quality across technical support.

Egypt

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At Transcom, I evaluate quality for Smart Energy & Solar Systems, checking technical settings, account-renewal steps, and compliance with internal SOPs.

I connect the technical details of battery, inverter, and charger configurations with the customer experience, reviewing whether communication is clear, accurate, and complete.

Before moving into quality analysis, I supported Sonnen battery and solar systems, troubleshooting hardware and software issues and providing remote technical support to end users and installers.

At Teleperformance, I worked as a Quality Auditor and Subject-Matter Expert, and later delivered training for the Zalando online shopping account. I also hold a Training of Trainers course and studied German to C1 level at Goethe-Institut.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst in Smart Energy & Solar Systems

Current

Transcom

Aug 2025 - Present (1 year 2 months)

Validated technical settings, checked device allocation and system configuration, ensured process compliance, evaluated customer communication, and provided coaching and side-by-side monitoring for outliers.

Quality Analysis Technical Validation Process Compliance Client Communication Coaching Reporting

Support Expert in Smart Energy & Solar Systems

Transcom

Jan 2025 - Aug 2025 (7 months)

Provided extensive hands-on experience with Sonnen battery systems, including installation, configuration, and maintenance. Troubleshot hardware and software issues in energy storage and solar systems.

Sonnen Battery Systems Solar Troubleshooting Technical Support PV Systems Repair

Trainer (as a Task)

Teleperformance

Jul 2024 - Dec 2024 (5 months)

Delivered onboarding and refresher training for staff handling the online shopping account 'Zalando'. Trained on product knowledge, platform navigation, order fulfillment, and communication techniques.

Training Onboarding Ecommerce Communication Skills Assessments

Subject-Matter Expert

Teleperformance

Jan 2022 - Sep 2023 (1 year 8 months)

Provided knowledge, resources, and information to support agents. Assisted with material requests and account updates, analyzed challenging topics, provided training sessions, and created knowledge base assessments.

Subject Matter Expertise Training Analysis Knowledge Management

Customer Service Representative

Teleperformance

Apr 2021 - Jan 2022 (9 months)

Handled incoming calls, emails, or chats from customers, addressing questions, concerns, and providing support.

Customer Service Communication Skills Problem Solving

Customer Service Representative

Concentrix

Sep 2020 - Feb 2021 (5 months)

Handled incoming calls, emails, or chats from customers, addressing questions, concerns, and providing support.

Customer Service Communication Skills Problem Solving

Quality Auditor

Teleperformance

Sep 2023 - Present (3 years 1 month)

Monitored calls, emails, and chats; evaluated agent performance; compiled and tracked performance reports; held calibrations; provided coaching and side-by-side monitoring for outliers.

Quality Assurance Audit Performance Evaluation Coaching Reporting