Harun Abdul
@harunabdul
Quality Analyst with expertise in data analysis and team improvement.
KenyaWhat I'm looking for
I am a dedicated Quality Analyst with a strong background in data analysis and team performance improvement. Currently, I analyze agents' work output at Sama, providing actionable feedback to enhance their strengths and address weaknesses. My role involves compiling comprehensive quality reports and collaborating with operations to ensure adherence to best practices.
Previously, as a Subject Matter Expert, I drove process improvements and identified gaps in training materials, ensuring my team was well-equipped to meet project demands. My experience as an Agent has honed my data processing skills and my ability to maintain high-quality standards in a fast-paced environment.
With a diploma in Business Administration and certifications in ICT and Artificial Intelligence, I bring a well-rounded skill set that combines technical knowledge with exceptional customer service. I thrive in high-stress situations and am committed to delivering significant results through strategic decision-making and effective relationship building.
Experience
Work history, roles, and key accomplishments
Quality Analyst
Sama
Dec 2023 - Present (1 year 7 months)
Analyzed agents' work output against guidelines and provided feedback to identify strengths and weaknesses. Compiled and sent daily, weekly, and monthly quality reports to relevant stakeholders.
Subject Matter Expert (SME)
Sama
Feb 2022 - Dec 2023 (1 year 10 months)
Assisted team members with challenging project-related questions and drove best practices within the team. Identified gaps in project instruction documents and provided suggestions for process improvements.
Agent
Sama
Sep 2018 - Feb 2022 (3 years 5 months)
Processed data work by resolving discrepancies, tagging, and capturing information using standard procedures. Maintained data work requirements by following data program techniques and meeting quality thresholds.
Call Center Assistant
Horizon Contact Centers Ltd
Mar 2016 - Oct 2018 (2 years 7 months)
Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. Handled inbound and outbound calls, accurately documenting interactions in the system.
Education
Degrees, certifications, and relevant coursework
Tulips Commercial College
Diploma, Business Administration, Management and Operations
Completed a diploma in Business Administration, focusing on management and operations. Gained foundational knowledge in business principles and administrative practices.
Samasource Digital Basics
Certificate in Internet Research and Image Annotation., Artificial Intelligence
Obtained a certificate in Artificial Intelligence, specializing in internet research and image annotation. Developed skills in data labeling and AI-related tasks.
Zetech University
Certificate, Information Communication Technology
Earned a Certificate in Information Communication Technology (ICT). Acquired fundamental knowledge and practical skills in various aspects of ICT.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Interested in hiring Harun?
You can contact Harun and 90k+ other talented remote workers on Himalayas.
Message HarunFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
