Summary
Overview
Work History
Education
Skills
Work Preference
Languages
Certification
Timeline
Generic

Mohammed Fouad

Quality Assurance Specialist
Riyadh

Summary

A dedicated and highly skilled professional with experience in quality assurance and customer experience for 5 years with technical background. Proven track record of implementing quality assurance processes and strategies inline with COPC standards and guidance to improve customer satisfaction and drive results.

Overview

5
5
years of professional experience
4
4
years of post-secondary education

Work History

Quality Specialist

AlasilaCX
Riyadh
04.2024 - 07.2024
  • Conduct audits of customer interactions across chat and Calls platforms to ensure exceptional customer experiences.
  • Analyze customer feedback and perform analysis for High - Short AHT Calls - DSAT - Non FCR calls using ACPT methodology.
  • Collaborate with cross-functional teams to maintain and enforce consistent quality standards.
  • Perform regular compliance checks to ensure updates are implemented and any gaps are addressed effectively.

Quality Assurance Analyst

ccc by stc
Riyadh
05.2021 - 04.2024
  • Audit interactions through chat and social media to ensure delivering best customer
    experience.
  • Analyzing customer feedback and data to identify areas for improvement and implementing effective solutions.
  • Monitoring team performance and empower front line with the required support to provide a good customer service.
  • Communicate with cross-functional teams and ensure consistent quality standards.
  • Performing constant compliance checks to ensure all updates and gaps are implemented.

Back Office Specialist

ccc by stc
Riyadh
09.2020 - 04.2021
  • Acknowledging and resolving customer complaints through social media and CST.
  • Referring cases to the other departments and top management.
  • Arranging and distribute tasks to the team.
  • Documenting all activity on every customer account, including updates, order
    inquiries, questions, and billing issues for future reference.

Acting Quality Supervisor

AlasilaCX
Riyadh
07.2024 - Current
  • Implemented COPC Standards: Successfully aligned operational processes with COPC guidelines to ensure compliance and improve overall service quality.
  • Team Management: Directed and supported a high-performing team, fostering collaboration and achieving operational excellence with different projects.
  • Performance Monitoring: Designed and developed dashboards to track key performance indicators (KPIs), identify trends, and drive data-driven performance enhancements.
  • Quality Scorecards Development: Created comprehensive quality scorecards aligned to COPC standards for new projects, ensuring effective quality measurement and reporting.
  • Sampling Methodology Expertise: Applied advanced sampling techniques, utilizing randomization and sample size calculators in accordance with COPC requirements to ensure robust and representative quality assessments.
  • Action Plan Development: Proactively developed and executed actionable plans to address and rectify dropped quality KPIs, ensuring rapid resolution and sustained improvement.

Customer Service Representative

ccc by stc
Riyadh
01.2020 - 09.2020
  • Maintaining a positive, empathetic and professional attitude toward customers at all
    times.
  • Communicating with customers through social media channels.
  • Creating tickets for all received cases.

Web Developer

YouPositive L.L.C
Jeddah
06.2019 - 12.2019
  • Managing website technical issues for quality assurance.
  • Monitoring and controlling website processes.
  • Identify and implement an effective plan for problem-solving.
  • Improve website user experience (UX).
  • Navigate website files (backup)


Education

Bachelor of Information Technology - Computing

Arab Open University
07.2015 - 01.2019

Skills

  • Microsoft office
  • Analytical and reporting skills
  • Technical skills
  • Tableau
  • Database and SQL skills
  • Team work
  • Communication skills
  • Certified 6 Sigma ( YB)
  • COPC Implementation
  • Power BI

Work Preference

Work Type

Full Time

Work Location

RemoteHybridOn-Site

Important To Me

Career advancementPersonal development programs

Languages

Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)

Certification

Six Sigma YB

Timeline

Acting Quality Supervisor

AlasilaCX
07.2024 - Current

Quality Specialist

AlasilaCX
04.2024 - 07.2024

Quality Assurance Analyst

ccc by stc
05.2021 - 04.2024

Back Office Specialist

ccc by stc
09.2020 - 04.2021

Customer Service Representative

ccc by stc
01.2020 - 09.2020

Web Developer

YouPositive L.L.C
06.2019 - 12.2019

Bachelor of Information Technology - Computing

Arab Open University
07.2015 - 01.2019

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Mohammed FouadQuality Assurance Specialist