Speech Analytics
ALI MOKHTAR
CEX/ QA Teamleader
Dubai
Summary
Experienced Quality Analyst and Customer experience lead with demonstrated track record of improving products and procedures by leveraging hands-on observations, testing methods and data analysis. Disciplined professional with systematic approach to accomplish the required KPIs. Applies excellent attention to detail and critical reasoning to successfully conduct experiments.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
QA Specialist
RTA
Dubai
01.2018 - Current
- Drafted technical documents such as deviation reports, testing protocol and trend analyses.
- Performed routine maintenance and calibration on testing equipment.
- Assessed products or services to evaluate conformance with quality standards.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Performed tests and inspections to conform to established standards.
- Reviewed production processes and identified potential quality issues.
- Developed and implemented procedures to meet product quality standards.
- Reported problems and concerns to management.
- Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Implemented process improvements to increase productivity in quality assurance operations.
- Created and collaborated in implementation and maintenance of customer complaint log.
Customer Experience Specialist
RTA
Dubai
01.2018 - Current
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Documented customer interactions in internal database to maintain customer service history details.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
Education
NEPOSH Certificate - Health & Safety
National Examination Board in Occupational Safety
UK 10.2018 - 01.2019
IOSH Certificate - Health & Safety
Institution of Occupational Safety And Health
Uk 04.2016 - 04.2016
Bachelor - Petroleum Geology
Al Neelain University
Khartoum- Sudan 10.2010 - 10.2015
Skills
SOP creator
Arabic / English
Problem-Solving
MS office
Training and Development
Software
Automated Quality monitoring Systems
Proactive Outreach Manager
Timeline
NEPOSH Certificate - Health & Safety
National Examination Board in Occupational Safety
10.2018 - 01.2019
QA Specialist
RTA
01.2018 - Current
Customer Experience Specialist
RTA
01.2018 - Current
IOSH Certificate - Health & Safety
Institution of Occupational Safety And Health
04.2016 - 04.2016
Bachelor - Petroleum Geology
Al Neelain University
10.2010 - 10.2015