Fatima Ahmed
Quality Assurance Manager
Summary
Dynamic Quality Assurance Manager with a proven track record at York Holding Group, adept at implementing quality frameworks and driving continuous improvement initiatives. Skilled in problem-solving and strategic thinking, I enhanced sales, customer satisfaction and operational efficiency, achieving measurable improvements in service delivery and team performance.
Overview
10
10
years of professional experience
2
2
Languages
4
4
years of post-secondary education
Work History
Quality Assurance Manager
York Holding Group
02.2024 - Current
- Led QA Strategy Development and Execution : Designed and implemented comprehensive quality assurance frameworks, policies, and standards across call center, sales, and customer care departments.
- Monitored and Assessed Team Performance : Conducted regular audits, quality checks, and performance evaluations to ensure adherence to service standards and operational goals.
- Ensured CRM Data Integrity and Compliance : Supervised the accuracy of lead management across all stages of the CRM sales funnel, ensuring data consistency and compliance.
- Audited Service and Sales Interactions : Evaluated customer and sales communications to ensure professionalism, effectiveness, and alignment with organizational quality benchmarks.
- Defined and Tracked Quality KPIs : Established and monitored key performance indicators, including lead conversion rates, response times, and customer satisfaction scores, with quarterly reporting.
- Generated Actionable Performance Reports : Delivered regular analysis reports highlighting strengths, deficiencies, and targeted recommendations for improvement.
- Championed Continuous Improvement Initiatives : Identified operational gaps and led quality enhancement initiatives to improve sales efficiency, service consistency, and customer satisfaction.
- Collaborated on Operational Procedures : Worked closely with the management team to develop, document, and refine standard operating procedures (SOPs) across functions.
- Established Effective Quality Review Systems : Defined review methodologies and determined appropriate sampling techniques for cross-functional quality evaluations.
- Partnered with CSC Management on Issue Resolution : Identified key performance concerns and coordinated with leadership to implement effective corrective actions.
- Provided Insightful Feedback to Operations : Offered data-driven feedback to frontline teams, highlighting performance trends and targeted areas for development.
- Recommended Operational Enhancements : Proposed process improvements and workflow efficiencies to optimize service delivery and enhance internal customer support.
- Fostered a Positive Work Culture : Built strong rapport with cross-functional teams to support a collaborative and quality-focused work environment.
- Escalated Performance Gaps for Resolution : Identified recurring performance issues and worked with operations leadership to drive timely and effective remediation.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
Customer Care Manager
Tahalip Academy
09.2023 - 01.2024
- Supervised daily operations to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed and implemented customer service policies and procedures.
- Evaluated interactions between associates and customers to assess personnel performance.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Created customer support strategies to increase customer retention.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
Sr. Quality Evaluator
Concentrix
09.2021 - 09.2023
- Monitored, evaluated and / or audited a sampling of inbound and/or outbound calls.
- Performed root cause analysis to identify and resolve defects, improving quality standards.
- Reported repeated issues to Ops and other departments, collaborating to identify issue roots and rectify problems.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
- Reported results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Participated in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Participated in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintained strong program knowledge base; basic understanding of client products, services and/or program strategies
Business Analyst
Jade Textile
09.2020 - 03.2021
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Performed gap analysis to identify areas of improvement.
- Collaborated with teams in product line transition to streamline manufacturing footprint.
- Generated business intelligence reports to inform strategic decision-making.
- Utilized data visualization techniques to present and explain complex data sets.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Created dashboards to monitor and track key performance indicators.
- Identified patterns and trends in large data sets and provided actionable insights.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Team Leader (On Task)
Uber
02.2019 - 05.2020
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Reviewed, implemented and updated company records related to team activities for future reference.
Quality Assurance Specialist
Uber
11.2018 - 05.2020
- Help create and update reports to provide insights to other teams in the business on what is causing quality errors and how we can improve the customer experience.
- Prepare daily/weekly/monthly reports for LOBs to track and trend quality issues. Perform RCA to identify issues/solutions
- Provide insights to Team Leads and CommOps Managers on what CSRs can do better.
- Participate in the creation of recommendations on improvement based on customers' feedback
- Perform quality audits on COE & BPO contacts.
- Liaise with LOBs in the different markets supported by the COE to give feedback on what processes can be improved in order to increase the quality of our support
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Community Support Representative
Uber
05.2018 - 11.2018
- Delivering high quality service across multiple support platforms, email.
- Solving problems and addressing unsatisfactory experience.
- Triggering issues and escalating them when necessary.
- Training 3 interns on customer service and office procedures.
English Instructor
Freelancer
09.2016 - 04.2018
- Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress.
- Developed lesson plans and adapted curriculum to meet individual needs of students
- Assigned books and other materials to improve reading comprehension.
- Encouraged participation by maintaining positive attitude and proactively engaging students in activities and lessons.
- Coordinated special excursions to local points of interests and more extensive study trips to expand learning for English-language students.
- Improved student performance by defining clear goals and communicating performance metrics.
English Teacher
Distinguished Languages School
09.2015 - 06.2017
- Prepared comprehensive English curriculum for multiple classes.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Prepared and implemented lesson plans covering required course topics.
- Led interesting and diverse group activities to engage students in course material.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Supported student skill development in alignment with personal and academic goals.
- Participated in professional development opportunities to stay up-to-date on teaching best practices and enhance educator skills.
- Designed and facilitated group projects to foster teamwork and problem-solving skills.
- Designed and implemented assessments to measure student progress in English language learning.
Education
Bachelor Of Arts And Education - English Language And Literature
Suez Canal University
Egypt 09.2012 - 08.2016
Fundamentals of Management
University of California Irvine (UCI)
04.2001 -
Skills
Problem-Solving & Conflict resolution
Timeline
Quality Assurance Manager
York Holding Group
02.2024 - Current
Customer Care Manager
Tahalip Academy
09.2023 - 01.2024
Sr. Quality Evaluator
Concentrix
09.2021 - 09.2023
Business Analyst
Jade Textile
09.2020 - 03.2021
Team Leader (On Task)
Uber
02.2019 - 05.2020
Quality Assurance Specialist
Uber
11.2018 - 05.2020
Community Support Representative
Uber
05.2018 - 11.2018
English Instructor
Freelancer
09.2016 - 04.2018
English Teacher
Distinguished Languages School
09.2015 - 06.2017
Bachelor Of Arts And Education - English Language And Literature
Suez Canal University
09.2012 - 08.2016
Fundamentals of Management
University of California Irvine (UCI)
04.2001 -
Languages
Arabic
Advanced
English
Advanced
Volunteering Experience
- Volunteered in Teaching Illiterate Adults project held by the General Authority for Literacy and Adult Education.
- Volunteered for a clean up the Nile project for collecting trash and plastic to save a life.
- Volunteered in tree planting project to improve world climate change.
- Assisted in organizing and executing successful fundraising events for a non-profit organization.
- Volunteered at the local animal shelter, providing care and comfort to homeless animals
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