Hi, I’m
Yosra Amri
Athens
Summary
Dynamic and results-driven Quality Assurance Coordinator with extensive experience managing QA operations for a major client across 15 markets. Adept at leading teams, conducting root cause analysis, and implementing Lean Six Sigma methodologies to drive continuous improvement and operational efficiency. Skilled in quality inspection, strategic planning, and ensuring compliance with quality management systems. Proven track record of enhancing customer satisfaction through actionable insights and collaborative action plans. Proficient in MS Office and digital solutions and known for fostering teamwork and collaboration across departments. Holds an MBA, bringing a strong foundation in business acumen and strategic decision-making to the role.
Overview
6
years of professional experience
1
Certification
Work History
Teleperformance
Quality Assurance Coordinator
12.2023 - Current
Job overview
- Manage QA operations for a major client across 15 markets, ensuring customer satisfaction and adherence to compliance standards.
- Lead a team of QA specialists, providing guidance and support to maintain high performance and quality assurance standards.
- Collaborate with various departments to develop and implement effective action plans that enhance service quality and operational efficiency.
- Utilize DMAIC methodology from Lean Six Sigma to identify, analyze, and solve quality issues, driving continuous improvement.
- Conduct thorough analyses to uncover areas for improvement, providing actionable insights that drive process enhancements and operational excellence.
- Monitor key performance indicators (KPIs) to ensure customer satisfaction and compliance, implementing corrective measures when necessary.
Teleperformance
Quality Assurance Analyst
01.2021 - 11.2023
Job overview
- Reported test metrics and results to stakeholders, ensuring transparency and informed decisions.
- Facilitated calibration meetings, identifying discrepancies and implementing accuracy solutions.
- Collaborated with POCs to enhance data quality, policies, and guidelines.
- Led policy localization, ensuring compliance and clear communication across teams.
- Adhered to standardized QA practices and processes.
- Partnered with business leaders to prioritize and resolve critical challenges.
Teleperformance
Senior Technical Account Advisor
09.2018 - 12.2020
Job overview
- Developed and executed solutions to customer needs and drivers through hands-on engagement
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Resolved concerns with products or services to help with retention and drive sales
Education
Gloucestershire UniversityGloucester, UK
MBA from Business Administration
04.2024
Online Business SchoolCoventry, UK
BBA from Business Administration
06.2022
Skills
- Quality Inspection and Improvement
- Root Cause Analysis and Reporting
- Lean Six Sigma (DMAIC Methodology)
- Teamwork and Collaboration
- MS Office Proficiency
- Quality Management Systems
- Strategic Planning
- Customer Satisfaction and Compliance
- Actionable Analysis
- Operational Efficiency
Certification
Lean Six Sigma - Yellow Belt
Languages
Arabic
Native language
French
Advanced
C1
English
Proficient
C2
Greek
Elementary
A2
Timeline
Quality Assurance Coordinator
Teleperformance
12.2023 - Current
Quality Assurance Analyst
Teleperformance
01.2021 - 11.2023
Senior Technical Account Advisor
Teleperformance
09.2018 - 12.2020
Gloucestershire University
MBA from Business Administration
Online Business School
BBA from Business Administration
Similar Profiles
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance
Ashish VermaAshish Verma
Sr Manager WFM at TeleperformanceSr Manager WFM at Teleperformance
OMAR DOMINGUEZOMAR DOMINGUEZ
Customer Care at TeleperformanceCustomer Care at Teleperformance
Daniela MercadoDaniela Mercado
Assistant Manager at TeleperformanceAssistant Manager at Teleperformance
KONSTANTINA KOULOUKIKONSTANTINA KOULOUKI
GTM Enablement Manager at FounderhoodGTM Enablement Manager at Founderhood