Aya Hussien
ABU DHABI,UAE
Summary
Results-driven Quality Control and Quality Assurance Officer experienced in monitoring sales and listing calls to ensure service quality, compliance, and accurate property information. Skilled in analyzing customer interactions, verifying lead follow-ups, and improving team performance through feedback and reporting. Strong attention to detail with a focus on enhancing customer experience and supporting higher sales conversion rates.
Overview
3
3
years of professional experience
2017
2017
years of post-secondary education
Work history
Quality control officer
Solutions Property
Abu Dhabi, UAE
2025.10 - Current
- Ensured customer satisfaction by reaching out after agent calls
- Confirm if the agent contacted them and provided correct information
- Documented customer insights to improve service quality
- Report issues to management
- Maintain accurate records and prepare quality control reports for management
- Work closely with the sales, marketing, and administrative teams to maintain service standards
- Provide guidance and support to staff regarding documentation and process requirements
Quality control officer
Gravity Real Estate
Abu Dhabi, UAE
2025.02 - 2025.09
- Calls the client after the sales call
- Confirms if the agent helped them
- Checks customer satisfaction
- Ensure compliance with local real estate regulations and company policies
- Identify process gaps and recommend improvements to enhance operational efficiency
- Maintain accurate records and prepare quality control reports for management
- Work closely with the sales, marketing, and administrative teams to maintain service standards
- Conduct quality checks on listings, contracts, and marketing materials before publication or submission
Quality control officer
WE Egypt
Cairo, Egypt
2023.04 - 2025.01
- Listen to recorded calls between agents and customers.
- Check if the agent followed we communication standards.
- Evaluate tone, professionalism, and accuracy of information.
- Score the call based on quality guidelines.
- Review how agents handle customer problems.
- Check if they provide the correct solution.
- Measure KPIs such as customer satisfaction and resolution time
- Give feedback to call center agents to improve their performance.
- Train or coach agents on better communication and problem solving.
- Help teams improve customer experience.
Education
Bachelor of Science - Science
Faculty Of Science
EgyptSkills
- Quality Assurance
- Statistical Analysis
- Attention to Detail
- Regulatory Compliance
- ISO Standards
- Compliance validation
- Quality consciousness
Languages
English
Advanced
Arabic
Proficient (C2)
Timeline
Quality control officer
Solutions Property
2025.10 - Current
Quality control officer
Gravity Real Estate
2025.02 - 2025.09
Quality control officer
WE Egypt
2023.04 - 2025.01
Bachelor of Science - Science
Faculty Of Science