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Amira Latif
@amira_latif
Quality Analyst
Égypte
Arabe, Anglais
À propos de moi
Hi! I'm a Customer Support QA professional with hands-on experience in evaluating customer interactions, identifying quality gaps, analyzing DSAT drivers, and providing actionable feedback.
I can help you audit calls, chats, emails, or tickets, assess them against your QA criteria, identify recurring issues and root causes, and provide clear recommendations for improvement.
My goal is not just to score interactions, but to help you understand what's impacting customer experience and how to improve it.
Let's turn your customer interactions into useful quality insights.
Compétences
Amira Latif
hors ligne •
Temps de réponse moyen de 1 heure
Voir mes services
Consulting
I will customer support conversations audit and identifying QA and dsat issues
Efficacité et automation des entreprises
I will performing a detailed quality audit and process evaluation for your business
Expérience professionnelle
Teleperformance
Temps plein • 3 yrs 6 mos
Quality Assurance Analyst
Apr 2024 - Present • 2 yrs 5 mos
Promoted to Quality Assurance Analyst, taking ownership of agent evaluations, DSAT validation, spot checks, calibrations, and coaching. I analyze quality trends, outliers, and root causes to identify performance and process gaps, while preparing MTD, attainment, and quality reports. I also support calibration and scoring consistency across evaluators, provide actionable coaching insights, and contribute to continuous improvement of customer support quality and customer experience.
Customer Service Representative
Mar 2023 - Apr 2024 • 1 yr 1 mo
Started as a Customer Service Representative and quickly developed a strong passion for customer experience and quality. Through dedication, consistent performance, and attention to detail, I earned a promotion to Quality Assurance. Working directly with customers gave me a strong understanding of real customer needs, which later became a key strength in identifying quality gaps and improving support performance.
