Shorouk Elmasry
Giza,Egypt
Summary
Dynamic BPO QA Professional for more than 7 years with a proven track record at reputable BPOs, excelling in quality assurance methodologies and process improvement. Expert in data analysis and stakeholder engagement, I have successfully driven QA performance enhancements, ensuring compliance and elevating client satisfaction through strategic initiatives and effective team leadership.
Overview
8
8
years of professional experience
Work History
QA Team Lead
Centro CDX
Cairo, Egypt
01.2026 - Current
- Leading the Quality Control Department with 18 Quality Control Specialists under my management across 12 different clients.
- Managed daily QA tasks to maintain consistent QA scores.
- Developed QA action plans for process improvements.
QA Team Lead
IntouchCX
Cairo, Egypt
07.2025 - 05.2026
- Established QA processes for the client by designing, documenting, and implementing the entire quality framework, including scoring methodologies, audit frequency, and feedback loops.
- Reported on QA performance during WBR (Weekly Business Review) meetings, analyzing data on quality scores, defect rates, and top error drivers to provide clear insights and drive improvements.
- Participated in QA calibrations with other BPOs to ensure consistency and fairness across multiple vendors.
Customer Experience Associate Manager, Quality
Sutherland Global Services
Cairo, Egypt
01.2023 - 07.2025
- Drove QA Process Excellence by owning the end-to-end quality process, conducting Root Cause Analysis (D-SAT Scrubbing) to identify and eliminate systemic issues, and ensuring strict Compliance & Hygiene checks.
- Owned end-to-end quality process, conducted root cause analysis (D-SAT scrubbing) to identify and eliminate systemic issues, and ensured compliance and hygiene checks for QA process excellence.
- Engaged in quality improvement initiatives by handling complex client escalations and leading both internal and client calibration sessions to align quality standards and expectations.
- Executed robust performance management framework for QA organization, fostering high performance standards and driving continuous improvement.
- Handled complex client escalations and led internal and client calibration sessions to align quality standards and expectations, supporting quality improvement initiatives.
- Represented QA at Quarterly Business Reviews (QBRs), presenting QA performance and the performance management framework, and successfully driving the adoption of two strategic QA projects focused on internal client tools/website optimization and C-SAT improvement.
QA & Training Supervisor
Dyninno Group
Giza, Egypt
01.2022 - 12.2022
- Supervised 3 QA specialists and 2 sales trainers, ensuring quality standards were met.
- Developed training programs for diverse teams across multiple departments.
- Facilitated workshops to enhance employee skills and knowledge retention.
- Coordinated onboarding sessions for new hires to ensure smooth integration.
QA & Training Specialist
Dyninno Group
Giza, Egypt
03.2020 - 12.2021
- Facilitated sales of airline tickets through customer service interactions.
- Developed QA workflow and generated QA reports for sales representatives, monitoring and evaluating quality of sales interactions to provide feedback and track performance metrics.
- Training delivery for basic sales knowledge and GDS: This involves actively conducting training sessions on foundational sales skills (e.g., product knowledge, objection handling) and specialized tools like GDS.
- Updating and recreation of Training modules. This responsibility covers maintaining existing training content and developing new modules to keep the sales team's knowledge current and effective.
- Conducted training sessions on basic sales skills and GDS, enhancing sales representatives' foundational knowledge and proficiency in specialized tools.
ERMC Compliance Investigator
Amazon.com
Cairo, Egypt
03.2019 - 03.2020
- Conducted investigations related to compliance and sanctions.
Travel Agent
Teleperformance Egypt
Cairo, Egypt
05.2018 - 08.2018
- Expedia Elite Travel agent with a demonstrated experience in Lodging, Airlines, & Car Rentals.
Education
Bachelor - English Literature & Education
Zagazig University
Skills
- Quality assurance
- Process improvement
- Data analysis
- Compliance auditing
- Performance reporting
- Root cause evaluation
- Client management
- Stakeholder management
- Team leadership
- Cross-functional teamwork
- Problem solving
- Attention to detail
- Effective communication
- Mentoring team
- Client interactions
Timeline
QA Team Lead
Centro CDX
01.2026 - Current
QA Team Lead
IntouchCX
07.2025 - 05.2026
Customer Experience Associate Manager, Quality
Sutherland Global Services
01.2023 - 07.2025
QA & Training Supervisor
Dyninno Group
01.2022 - 12.2022
QA & Training Specialist
Dyninno Group
03.2020 - 12.2021
ERMC Compliance Investigator
Amazon.com
03.2019 - 03.2020
Travel Agent
Teleperformance Egypt
05.2018 - 08.2018
Bachelor - English Literature & Education
Zagazig University