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amira_latif

Amira Latif

@amira_latif

Quality Analyst

Egypt
Arabic, English
About me
Hi! I'm a Customer Support QA professional with hands-on experience in evaluating customer interactions, identifying quality gaps, analyzing DSAT drivers, and providing actionable feedback. I can help you audit calls, chats, emails, or tickets, assess them against your QA criteria, identify recurring issues and root causes, and provide clear recommendations for improvement. My goal is not just to score interactions, but to help you understand what's impacting customer experience and how to improve it. Let's turn your customer interactions into useful quality insights.... Read more

Skills

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amira_latif
Amira Latif
Offline • 
Average response time: 1 hour

See my services

Consulting
I will customer support conversations audit and identifying QA and dsat issues
From$30 / projectMore details
Business Efficiency & Automation
I will performing a detailed quality audit and process evaluation for your business
From$15 / projectMore details

Work experience

Teleperformance

Teleperformance

Full-time • 3 yrs 6 mos

Quality Assurance Analyst

Apr 2024 - Present • 2 yrs 5 mos

Promoted to Quality Assurance Analyst, taking ownership of agent evaluations, DSAT validation, spot checks, calibrations, and coaching. I analyze quality trends, outliers, and root causes to identify performance and process gaps, while preparing MTD, attainment, and quality reports. I also support calibration and scoring consistency across evaluators, provide actionable coaching insights, and contribute to continuous improvement of customer support quality and customer experience.

Customer Service Representative

Mar 2023 - Apr 2024 • 1 yr 1 mo

Started as a Customer Service Representative and quickly developed a strong passion for customer experience and quality. Through dedication, consistent performance, and attention to detail, I earned a promotion to Quality Assurance. Working directly with customers gave me a strong understanding of real customer needs, which later became a key strength in identifying quality gaps and improving support performance.