Hagar Magdy Khalil
Cairo,Egypt
Summary
Detail-oriented and analytical Senior Quality Assurance Specialist with 6+ years of progressive experience in quality monitoring, customer service, and team performance evaluation within the e-commerce and tech sectors. Skilled in assessing customer interactions, developing QA frameworks, and delivering actionable feedback. Proven ability to improve CSAT and FCR scores while driving operational excellence through collaboration, coaching, and KPI analysis.
Overview
7
7
years of professional experience
Work History
Senior Quality Assurance Specialist
MaxAB
Cairo, Egypt
07.2024 - Current
- Lead QA evaluation processes across all customer communication channels (voice, chat, email).
- Designed and rolled out new QA scorecards aligned with evolving business needs.
- Conducted targeted coaching sessions to uplift agent performance and boost CSAT/FCR scores.
- Collaborated with training and operations departments to address quality gaps and recurring issues.
- Delivered weekly reports and insights on QA trends, contributing to strategic team decisions.
Quality Assurance Specialist
MaxAB
Cairo, Egypt
01.2023 - 07.2024
- Audited inbound and outbound communications to ensure adherence to quality and compliance standards.
- Created detailed QA performance dashboards and weekly trend analyses.
- Provided timely, constructive feedback to agents, improving performance consistency.
- Supported rapid team scaling by refining QA procedures and tools.
- Participated in calibration sessions to maintain QA scoring alignment across evaluators.
Quality Specialist
Jumia
Cairo, Egypt
12.2020 - 11.2022
- Reviewed customer interactions (calls, chats, emails) for compliance with service policies and brand standards.
- Maintained QA documentation and helped update internal training content.
- Delivered performance insights and worked with team leaders on improvement plans.
- Analyzed customer feedback and quality data to highlight improvement areas.
Customer Service Agent
Jumia
Cairo, Egypt
09.2018 - 12.2020
- Handled customer queries related to orders, deliveries, returns, and payments across multiple channels.
- Maintained high CSAT and response time targets through efficient case resolution.
- Contributed to team feedback loops and service process enhancements.
- Accurately documented interactions in CRM systems.
Education
Bachelor of Business Administration -
Helwan University
Egypt12.2018
Skills
- Quality Assurance & Monitoring
- Customer Experience Optimization
- Coaching & Feedback Delivery
- Root Cause & Gap Analysis
- KPI Reporting & Dashboarding
- QA Scorecard Design
- Cross-functional Collaboration
- CRM & QA Tools: Zendesk
- CRM & QA Tools: Freshdesk
- CRM & QA Tools: Salesforce
Languages
- Arabic, Native
- English, B1
Timeline
Senior Quality Assurance Specialist
MaxAB
07.2024 - Current
Quality Assurance Specialist
MaxAB
01.2023 - 07.2024
Quality Specialist
Jumia
12.2020 - 11.2022
Customer Service Agent
Jumia
09.2018 - 12.2020
Bachelor of Business Administration -
Helwan University