Kerolos Maged

I am a detail-oriented and quality-driven Quality Assurance Analyst with a proven track record in monitoring, auditing, and enhancing customer service standards in high-volume call center environments. My expertise lies in documentation control, KPI analysis, and cross-functional collaboration, where I am known for providing insightful feedback that drives continuous improvement.

Currently, I am seeking to leverage my QA expertise and analytical skills in a remote Quality Assurance Specialist position at SmartPA. My professional experience includes auditing calls, emails, and chats to ensure compliance with quality and service standards, delivering structured coaching sessions, and participating in calibration sessions with QA and Ops teams. I am committed to contributing to process refinement and reporting accuracy, ensuring that quality remains at the forefront of customer service delivery.