Ahmed Abulenein
Senior Quality Analyst
New Cairo
Summary
Results-driven Senior Quality Analyst with a background in customer experience, data analysis, and team support. I have spent the past few years diving deep into service quality and performance trends, helping teams grow and improve with clear, actionable insights. With a degree in Business Administration (Finance), I am now looking to move toward a more strategic, business-focused path—where I can use my problem-solving skills to drive bigger-picture improvements across teams and operations.
Overview
2
2
Languages
3
3
Certifications
3
3
years of professional experience
2
2
Languages
Work History
Senior Quality Analyst
Intelcia
01.2025 - Current
- • Utilized and expanded expertise across multiple CRM and customer engagement platforms, including Zendesk, Keeservice, and Sprinklr, to support quality operations and enhance workflow efficiency.
- Selected as Acting Quality Supervisor during management leave periods, overseeing day-to-day team operations, maintaining team engagement and performance, and ensuring business continuity.
- Quality Evaluation: Conducts comprehensive assessments of customer interactions (calls, chats, and emails) to verify compliance with company policies and ensure an excellent service experience.
- Performance Insights: Interprets performance metrics to highlight key trends, recognize achievements, and pinpoint opportunities for skill development and service improvement.
- Prepared and delivered Weekly Business Reviews (WBRs), presenting performance trends, quality insights, and recommendations to internal stakeholders and clients.
Senior Quality Analyst
Concentrix
02.2025 - 09.2025
- Reviewed and evaluated customer interactions (calls, chats, emails) to ensure service quality and adherence to company standards.
- Analyzed agent performance data to identify trends, strengths, and areas for improvement.
- Collaborated with team leaders and supervisors to provide feedback and coaching insights for frontline agents.
- Helped design and refine quality scorecards, evaluation forms, and QA processes.
- Identified gaps in service delivery and recommends actionable improvements to enhance customer experience.
- Developed and implemented testing strategies for software applications, ensuring functionality and performance standards.
Quality Analyst
Concentrix
02.2024 - 11.2024
- Promoted to Quality Analyst after 5 months as a Customer Service Agent based on performance and expertise in customer interaction.
- Monitored and evaluate customer interactions to ensure compliance with quality standards and company policies.
- Delivered actionable feedback to agents to improve communication skills and service delivery.
- Identified training opportunities and collaborate with teams to enhance overall performance.
- Analyzed trends in customer interactions to recommend process improvements and boost satisfaction.
- Conducted quality assessments to ensure adherence to project specifications and standards.
- Analyzed customer feedback to identify trends and recommend process improvements.
Call Center Representative
Teleperformance
01.2023 - 01.2023
- Assisted 50+ customers daily, providing effective solutions through polite and active listening to ensure customer retention.
- Maintained strong knowledge of company products and services to address customer concerns, answer questions, and drive sales.
- Utilized the company's call management system and other software to efficiently handle and resolve customer inquiries.
Sourcing intern
Majid al futtaim (MAF)
01.2022 - 01.2022
- Identified, analyzed, and summarized purchase requirements and demand while preparing sourcing strategies and managing complex sourcing processes.
- Led sourcing activities for new project development, ensuring achievement of agreed milestones and key development timelines.
- Understood and provided practical solutions for real-world problems.
- Provided ongoing oversight of cost reduction initiatives using technical and commercial intelligence to improve cost efficiency.
- Negotiated and finalized commercial supply agreements, contracts, and letters of intent with suppliers.
- Ranked among the top 10 performers out of 70 interns across all departments.
Delegate
Nile University's Model United Nations (NUMUN)
01.2019 - 01.2020
- Represented the Republic of Pakistan as a delegate at NUMUN (Nile University Model United Nations).
- Developed communication, public speaking, and negotiation skills through active participation in discussions and debates.
- Analyzed real-world problems and proposed actionable solutions during the conference.
- Researched global issues to develop informed positions for debates and discussions.
- Collaborated with peers to draft resolutions addressing complex international challenges.
Education
Bachelor of Business Administration - Finance Major
Nile University
01-2023
Skills
Quality assurance
Data Analysis
Agile frameworks
Continuous improvement mindset
MS Office
Strong communication skills
Communication
Certification
Certificate of appreciation for the commitment and contribution to Majid Al Futtaim's summer internship (2021)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Core Competencies
- Quality Assurance (QA)
- Performance Analysis
- Customer Experience (CX)
- KPI Reporting
- Trend Analysis
- Root Cause Analysis
- Process Improvement
- Coaching & Feedback
- Quality Scorecards
- Continuous Improvement
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Timeline
Senior Quality Analyst
Concentrix
02.2025 - 09.2025
Senior Quality Analyst
Intelcia
01.2025 - Current
Quality Analyst
Concentrix
02.2024 - 11.2024
Call Center Representative
Teleperformance
01.2023 - 01.2023
Sourcing intern
Majid al futtaim (MAF)
01.2022 - 01.2022
Delegate
Nile University's Model United Nations (NUMUN)
01.2019 - 01.2020
Bachelor of Business Administration - Finance Major
Nile University