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Asma Youssef

@asmayoussef

I lead BPO quality teams, improving KPI performance, governance, and customer experience through data-driven process improvement.

Egypt

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What I'm looking for

I'm looking for a quality or performance leadership role where I can lead QA teams, improve KPIs and governance, and drive data-based process improvements that strengthen customer experience.

I'm a Quality Supervisor at Concentrix, leading QA teams through coaching, calibration, quality audits, and performance improvement initiatives. I monitor KPIs, analyze dashboards, and implement corrective and preventive actions to strengthen customer experience.

Previously, as a Senior Quality Evaluator at Concentrix, I evaluated agent performance against QA frameworks, delivered structured coaching, and partnered with Operations, Training, and Leadership to improve Quality Scores, CSAT, FCR, and compliance. I also prepared quality reports and dashboards that supported management decision-making.

My background also includes multilingual customer support in Arabic, English, and Spanish, along with Spanish translation and instruction for organizations including Emirates News Agency. I'm a Six Sigma Green Belt certified professional focused on practical, data-driven continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Quality Supervisor

Current

Concentrix

Sep 2023 - Present (3 years 1 month)

Leading and supervising QA teams, driving coaching, calibration, and performance improvement initiatives. Monitoring KPIs, conducting quality audits, and ensuring compliance with client standards and governance frameworks.

Quality Assurance KPI Management Quality Audits Root Cause Analysis Process Improvement Stakeholder Management Data Analysis Coaching Calibration Voice Of Customer Compliance Microsoft Office

Senior Quality Evaluator

Concentrix

Aug 2021 - Sep 2023 (2 years 1 month)

Evaluated agent performance using structured QA frameworks and standardized scorecards. Delivered feedback and coaching sessions that improved KPIs including Quality Scores, CSAT, FCR, and compliance metrics.

Quality Assurance Performance Evaluation Coaching Feedback Root Cause Analysis Calibration Data Analysis Reporting Stakeholder Management Microsoft Office

Customer Support Advisor

Concentrix

Feb 2019 - Aug 2021 (2 years 6 months)

Provided multilingual customer support in Arabic, English, and Spanish. Resolved complex customer issues while maintaining high satisfaction scores and compliance with quality standards.

Customer Support Multilingual Arabic English Spanish Problem Solving Compliance Quality Standards

Spanish Translator & Instructor

Various Organizations

Jan 2014 - Dec 2018 (4 years 11 months)

Worked as Spanish Translator at Emirates News Agency (WAM) and served as Spanish Instructor and Translator at Istanbul Center for Languages and Translation. Provided translation services for media and academic institutions and developed educational materials.

Spanish Translation Teaching Curriculum Development Language Instruction Translation