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Omar M. — Mid-Level Quality Analyst from Egypt

Omar M.

Mid-Level Quality Analyst

Egypt 3-6 years
Open to offersNew to Platform
Languages
English
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About

Omar E. is an experienced Quality Analyst at Sutherland Global Services in Alexandria, Egypt, specializing in quality improvement and KPI optimization within the US telecommunications customer service sector. In his current role, he executes call audits, ensures adherence to service standards, and leverages root-cause analysis and data analysis to identify trends and implement corrective actions that drive process enhancement. Previously, as a Customer Service Representative at Sutherland, Omar efficiently managed billing, technical support, sales, and retention tasks for US telecom clients, consistently surpassing sales and satisfaction targets. He is proficient in process optimization, provides structured feedback and coaching, and supports new hire integration while continuing studies at the Faculty of Engineering, Alexandria University.

Experience

  • Quality Analyst

    Sutherland Global Services · 2025 — Present
    Performed call audits and service-quality checks to ensure compliance. Analyzed audit data for trend identification and KPI enhancement. Conducted root-cause analysis and created corrective action plans. Developed reports to support data-driven decisions and provided coaching alongside structured feedback. Improved sales-quality accuracy for enhanced customer interactions.

  • Customer Service Representative

    Sutherland Global Services · 2021 — 2025
    Managed billing, technical, retention, and sales inquiries for US telecom clients. Engaged in upselling through needs-assessment and persuasive communication techniques. Effectively handled objections and worked on improving retention metrics while resolving escalations professionally. Consistently surpassed sales and satisfaction goals, and assisted new hires with coaching and knowledge sharing.

Skills & Expertise

Digital MarketingQuality AssuranceData AnalysisCustomer ServiceCustomer Service RepresentativeCustomer Service and Admin Support

Education

  • Still studying at Faculty of Engineering
    Alexandria University

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