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Tasneem Zaki

Senior Quality Assurance Coach & Training Lead

Alexandria, Egypt

Profile summary

Accomplished Senior Quality Assurance Coach and Training Lead with 3 years of experience in quality evaluation and process management. Track record of directing quality frameworks for operations involving 35 agents, engineering custom monitoring systems, and establishing leadership training programs. Dedicated to operational excellence and continuous performance improvement.

Career highlights

Quality Evaluation Infrastructure: Directed the quality evaluation framework for a high-volume operation of 35 Customer Service Agents while serving as the primary operational deputy to the Head of Customer Service.

Custom Monitoring Systems: Engineered and scaled a custom QA monitoring and grading infrastructure using Google Workspace to generate precise performance analytics for the executive tier.

Leadership Training Programs: Established an intensive Leadership Training Bootcamp to upskill emerging Team Leaders and administered monthly competency benchmarks to maintain leadership compliance.

Corporate Social Responsibility: Formulated and managed organization-wide Corporate Social Responsibility initiatives for 2 consecutive years to elevate agent empathy and communication psychology.

Key skills

ProfessionalProject Management Fundamentals Active Listening & Observation Effective Feedback Delivery Multi-Tiered Process Improvement Microsoft Office Suite Google Workspace Quality Evaluation Process Management Operational Leadership Performance Metrics Customer Support Training Delivery Quality Assurance Workflow Optimization
SkillsProject Management Fundamentals Active Listening & Observation Effective Feedback Delivery Multi-Tiered Process Improvement Microsoft Office Suite Google Workspace

Professional experience

Quality Assurance & Training Lead (Senior QA Coach)Jul 2023 - Present
FANTASTIC SERVICESAlexandria

Directs the quality evaluation framework for a high-volume operation of 35 Customer Service Agents, serving as the primary operational deputy to the Head of Customer Service. Manages complex department projects and establishes clear quality metrics synchronized with organizational targets.

  • Engineered and scaled a custom QA monitoring and grading infrastructure using Google Workspace, generating precise performance analytics for the executive tier.
  • Designed and deployed targeted soft-skills curricula for diverse operational arms including Sales, Corporate Accounts, and Member Retention teams.
  • Established an intensive Leadership Training Bootcamp to upskill emerging Team Leaders and administered monthly competency benchmarks to maintain leadership compliance.
  • Formulated and managed organization-wide Corporate Social Responsibility initiatives for 2 consecutive years to elevate agent empathy and communication psychology.
  • Audited post-service customer workflows within the service prevention project to neutralize escalations and protect digital brand sentiment.

Education

Bachelor of Arts in Mass CommunicationJan 2023
Alexandria University, Egypt

Journalism Major