Karim Kamal

I’m an experienced BPO professional with over eight years of progressive experience across Customer Service, Telemarketing, Sales, and, more recently, Medical and Legal OPI and VRI interpretation. I’ve built my career around service excellence, compliance, and measurable operational efficiency in fast-paced environments.

Since August 2023, and currently as Quality Assurance Manager at Future Group | Kalam CX in Cairo, Egypt, I define and oversee quality assurance strategies to ensure compliance with internal standards and offshore client requirements. I serve as a main QA escalation point, lead performance reviews and corrective actions, and manage offshore client relationships to support sustained satisfaction.

I lead, develop, and performance-manage QA supervisors and teams to drive quality excellence. I partner with cross-functional stakeholders to resolve operational issues, analyze quality and performance metrics for continuous improvement, and lead calibration activities to ensure alignment on quality standards across clients and internal teams.

Before this, I worked as a Quality Assurance Supervisor and Quality Assurance Specialist, where I performed ongoing audits, executed quality assessments, and delivered actionable feedback through regular call reviews and evaluations. Earlier, as a Training and Quality Senior Specialist, I designed and delivered training programs for new hires and existing employees, supported corrective and quality improvement initiatives, and acted as a subject matter expert for training and quality-related questions.