Looking for a job

Saraluna Bousaleh

@saralunabousaleh

Message

I improve customer support quality, workflows, and experiences across SaaS operations.

Lebanon

Message

What I'm looking for

I'm looking for remote or relocation opportunities where I can improve customer experience, audit support quality, analyze operational trends, and collaborate across teams to strengthen workflows and service standards.

At Superside, I reviewed customer and project interactions, analyzed sentiment and operational data, and turned recurring quality issues into actionable insights for Support and Operations teams. I also evaluated AI-generated quality audits against human reviews to identify accuracy gaps.

Previously at Preply, I audited chat and email support, built quality scorecards, investigated root causes, and supported coaching and workflow improvements. I also handled high-volume customer conversations while maintaining 90%+ customer satisfaction and supported trust and safety case reviews.

Experience

Work history, roles, and key accomplishments

Quality Operations Senior Analyst

Superside

Oct 2025 - Jun 2026 (8 months)

Reviewed customer and project interactions to evaluate quality and operational performance. Analyzed conversations, sentiment, and feedback to identify patterns and areas for improvement, and prepared reports to support decisions.

Quality Assurance Customer Experience Data Analysis Root Cause Analysis Reporting AI Assisted QA Workflow Documentation Cross Functional Collaboration

Quality Assurance Specialist

Preply

Jan 2024 - Oct 2025 (1 year 9 months)

Audited customer support interactions against quality standards and KPIs. Monitored quality performance, identified recurring issues, and provided evidence-based feedback to support coaching and process improvements.

Quality Assurance Audit KPI Monitoring Root Cause Analysis Scorecards Feedback AI Tools FinAI Intercom Zendesk Klaus Scorebuddy

Customer Support Specialist

Preply

Aug 2021 - Dec 2023 (2 years 4 months)

Handled high-volume customer support via chat and email, maintaining 90%+ satisfaction. Resolved issues, investigated complex cases, and documented feedback to support process improvements.

Customer Support Chat Email High Volume Problem Solving Escalation Handling Documentation Remote Teamwork

Trust & Safety Support

Preply

Reviewed cases involving suspicious activity and potential fraud patterns. Identified recurring issues and contributed to internal guidelines and training around user safety.

Trust and Safety Fraud Detection Data Protection Training Documentation