Rana Bahaa

• Coordinated with the product/marketing/CS teams to align different processes and products.
• Adhered to strict deadlines whilst maintaining quality standards, increasing overall output efficiency.
• Conducted thorough research to generate fresh ideas for new content pieces.
• Managed blog calendar to ensure timely publication of articles, maintaining regular reader engagement.
• Worked on creating different Training materials, knowledge base, and articles to educate the agents on new products/processes.
• Worked with the RCA team to enhance the content and ensure that all areas of improvement were covered in the content.
• Created different quizzes, MCQs, and hiring tests to maintain the performance and enhance the agent selection process.
• Collaborated with graphic designers to produce visually appealing infographics.

• Managed the nesting period for almost three months aiming to enhance the agents' handling skills.
• Managed agents during the nesting period for 3 months, leading to improved communication and knowledge.
• Worked with different newly launched lines of businesses and managed to achieve all targets and stabilize the performance.
• Analysed data to identify areas requiring improvement.

Worked as a Quality evaluator for two projects (Car rental and sportswear brand).

• Contributed to launching the second project as the only quality evaluator at the time.
• Led internal audits, ensuring all departments adhered to established guidelines.
• Contributed to flagging any behavior or process limitation, identified issues, analyzed information, and provided solutions to problems.
• Trained team members for better adherence to quality standards (Coaching agents and conducting quality refresher sessions).
• Initiated corrective actions to rectify identified issues in the production line (Compliance audit).
• Participated in management review meetings for strategic decision-making regarding product enhancement.
• Prepared, hosted, and presented for different client meetings (Internal/external calibration, RCA meetings, and performance management).

• Answered customer service inquiries via telephone, email, and chat platforms to address customer needs and promote optimum outcomes.
• Managed complex customer issues to a successful resolution.
• Provided detailed information about products and services to potential customers.
• Handled a high volume of calls daily for faster issue resolution.