Aya Mahmoud

Coordinate cross-functional projects and change management for Quality platforms, ensuring smooth adoption and operational excellence. Manage timelines, stakeholder engagement, and presentation support.

Led and developed a team of quality specialists, providing real-time feedback and mentoring to meet targets. Managed team administration and collaborated on strategic projects across multiple lines of business.

Managed quality assurance for multiple queues, trained and onboarded new QAs, and conducted audits and process walkthroughs. Initiated knowledge base revamp and ensured high quality standards.

Trained newcomers and conducted continuous learning sessions for agents. Developed lesson plans and supervised learning sessions, onboarding multiple batches.

Provided support to SSA drivers and riders, resolving issues and assisting with payments and incentives. Managed complaints within SLA and handled various operational tasks.

Taught English and class subjects, developing lesson plans and creating a stimulating learning environment.

Provided first-line customer support, resolving inquiries and ensuring customer satisfaction.

Advised customers on services and resolved issues, maintaining high service standards.

Organized and managed data, ensuring accuracy and accessibility.

Managed office administrative tasks, supporting school operations and staff.

Grade: Good

Graduated with a Bachelor of Arts and Education degree, specializing in Arabic Language and Islamic Studies.

Completed and certified an Arabic Intensive course for linguist proof leaders.

Completed and certified a Conversational English Professions Course.