Summary
Overview
Work history
Education
Skills
Custom
Timeline
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Karim Rashwan

UAE

Summary

Organised and dependable senior quality & training speciality with 10 years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.

Overview

2026
2026
years of professional experience

Work history

Senior Quality & Training Specialist

Justlife
Dubai, UAE
09.2021 - Current
  • Audit inbound and outbound channels, including calls, emails, and social media, to ensure accuracy.
  • Audit social media teams to ensure the quality of service delivered and the language to ensure that it's friendly, professional, and to the point.
  • Provide regular briefing sessions to ensure agent understanding and consistency.
  • Provide coaching & feedback sessions related to the agent's performance in quality & operational level.
  • Create and update the internal Knowledge Base to ensure a consistent and unified source of information to help agents provide the best experience.
  • Creating new Scorecards along with their service manual for different LOBs (Social media, Chat, Email, Phone support, etc)
  • Track the new scoring mechanism from implementation up to full absorption by operations to assure 100% adherence
  • Created a constructive framework for first contact resolution (FCR) to eliminate unnecessary transactions, reduce call costs & improve
  • Validating and analyzing first contact resolution, CSAT & Customer effort surveys
  • Setting an action plan for the top defaulters and to improve the process
  • Sending weekly & monthly presentation for all sites quality figures, CSAT & customers' efforts scores, monthly process challenges & recommendations in addition to the QA performance
  • Auditing & analyzing the performance of the self-services (e.g, Chatbot, Web site, & Mobile App)
  • Created calibration forms and conducted calibration sessions with other quality specialists and team leaders in-house and offshore to ensure consistent evaluation standards and alignment of scoring methodologies
  • Sending weekly and monthly analysis for agents' performance, staff

Senior Quality specialist

Etisalat Customer Care
Ajman, UAE
08.2018 - 09.2021
  • Monitoring and coaching social media advisors and tracking their performance on the agent level and program level.
  • Monitoring Virtual assistance (AI) to measure its performance
  • Validating and analyzing CFM & Customer's effort surveys
  • Sending weekly and monthly analysis for the CFM & Customer's Effort figures
  • Setting an action plan for the top defaulters and to improve the process
  • Sending weekly & monthly presentation for all sites quality figures, CFM & customer's efforts scores, monthly process challenges & recommendations in addition to the QA performance
  • Auditing & analyzing the performance of the self-services (e.g Virtual assistance, USSD, Web site, IVR & Mobile App)
  • Updating dashboards and send daily reports for offshore teams with the missing audited sample
  • Monitoring and coaching agents to improve their performance
  • Sending weekly and monthly analysis for agents performance, staff
  • Conducting briefing huddles.

Senior Quality specialist

ECCO Services
09.2017 - 08.2018
  • Creating a knowledge base, process, and SOPs from scratch till launch and monitoring the per program
  • Creating quality policies and procedures
  • Delivering soft skills training to the customer care advisors
  • Creating the basis of reports and analysis in the customer service
  • Monitoring customer service advisors
  • Conducting coaching in any case that rates less than a hundred to make sure that our advisor are delivering a world class experience, Monitoring and coaching advisors for their performance
  • Sending a weekly and monthly analysis for agents' performance
  • Conducting a daily briefing Sending daily and weekly refreshers
  • SME (Subject Matter Expert) at, Uber Account) from Sept'16 till September

Subject Matter Expert

ECCO
09.2016 - 09.2017
  • Conducting full training program Product & Soft skills for newly hired batches Support the team with policy updates, bugs, outages and DSAT mining Work on content development in case of gaps in the SOPs/ KB pages Pitch in for facilitating training, onboarding as well as refresher trainings Work along with TLs on improving the team's TPH, R2, CSAT and other SLAs Contribute ideas to run new experiments and help with implementation of the same
  • Call Centre agent at Vodafone UK for 8 months Handling Premium customers' requirements and dealing with their issues
  • Responsible for some tasks like long calls and average handling time "AHT" daily reports
  • Raising different Kinds of financial and technical trouble tickets.

Call Centre agent

Vodafone UK
  • Handling Premium customers' requirements and dealing with their issues.
  • Responsible for some tasks like long calls and average handling time "AHT" daily reports.
  • Raising different Kinds of financial and technical trouble tickets.

Education

Bachelor degree of commerce -

Cairo university

Skills

  • Digital marketing from the university of Illinois
  • Social media marketing from Northwestern University
  • Microsoft Office & Google Apps
  • Human development, Communication skills & decision-making Courses Conducted by Life Makers Org
  • Leadership camp by Life Makers Org

Custom

  • Language
  • Arabic: Native Language
  • English: Fluent in professional and social environment (writing,
  • Listening, reading, speaking, and understanding)

    • Timeline

    Senior Quality & Training Specialist

    Justlife
    09.2021 - Current

    Senior Quality specialist

    Etisalat Customer Care
    08.2018 - 09.2021

    Senior Quality specialist

    ECCO Services
    09.2017 - 08.2018

    Subject Matter Expert

    ECCO
    09.2016 - 09.2017

    Call Centre agent

    Vodafone UK

    Bachelor degree of commerce -

    Cairo university

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