Open to opportunities

Mona Ahmed

@monaahmed

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Quality assurance leader improving service, CRM workflows, and team performance through data-driven coaching.

Egypt

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What I'm looking for

I seek a role where I can lead QA efforts, improve SLAs and CRM workflows, coach teams, and drive data-informed operational improvements.

I am a quality assurance manager with progressive experience across travel and customer service operations, focused on improving SLA compliance, coaching teams, and streamlining reporting. I led cross-functional efforts to optimize Zoho CRM, refine data collection, and deliver actionable insights to senior leadership.

I have hands-on experience designing QA guidelines, onboarding and training agents, and conducting calibration and coaching sessions that measurably improved performance and customer satisfaction. My background includes Zendesk auditing, AMADEUS ticketing support, and generating frequent analytical reports to drive operational improvements.

I partner with supervisors and senior leaders to implement corrective action plans, identify training needs, and translate performance trends into targeted interventions that increase efficiency and service quality.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Manager

Current

Medical Departures Inc.

Feb 2024 - Present (1 year 8 months)

Led QA team and optimized Zoho CRM, improving SLA compliance and reporting by identifying performance trends and implementing corrective action plans to boost sales and service efficiency.

Quality Assurance Zoho SLA Management Data Analysis Reporting Process Improvement Team Leadership

Senior Quality Assurance Specialist

Al-Matar

Aug 2023 - Feb 2024 (6 months)

Led coaching and calibration sessions, produced comprehensive QA reports, and developed training materials to close skill gaps and improve consultant performance and customer satisfaction.

Quality Assurance Coaching Call Calibration Training Development Reporting Onboarding Performance Improvement

Quality Assurance Specialist

Flighthub, Flairstech

Jun 2022 - Aug 2023 (1 year 2 months)

Delivered 20+ product training sessions and 50+ coaching sessions, conducted QA assessments and calibration to raise agent performance and standardize QA processes.

Quality Assurance Training Coaching Onboarding Mentoring

Zendesk Auditor

Flighthub, Flairstech

Dec 2021 - Jun 2022 (6 months)

Conducted Zendesk training for multiple cohorts, produced regular analysis reports, and corrected 30+ Zendesk errors daily to ensure data accuracy and agent effectiveness.

Zendesk Training Coaching Ticketing Accuracy Error Resolution Data Analysis

Senior Travel Advisor

Flighthub, Flairstech

Jul 2021 - Dec 2021 (5 months)

Trained and mentored travel agents, managed complex AMADEUS reservations including issuance and refunds, and consistently exceeded productivity and accuracy targets.

Training Mentoring Customer Service Ticketing

Flight Customer Support Rep

Seera Group

Jan 2019 - Jul 2021 (2 years 6 months)

Handled 30+ daily flight reservations and 50+ customer queries, supporting check-in, ticket issuance, exchanges, baggage issues, and general travel assistance.

Customer Support Flight Reservation Ticketing Check In Support Communication