MS OfficeS
Zakaria ATEL
Quality Analyst
Casablanca
Summary
As a Quality Analyst and Trainer on mission at TP with over 4 years of experience, I am committed to excellence in the BPO industry. My role involves enhancing service quality through rigorous quality assurance and performance analysis, while also designing and delivering training programs to equip teams with essential skills and knowledge. I focus on driving operational efficiency and empowering team members to exceed client expectations and achieve their best.
I am committed to fostering a culture of excellence and continuous learning.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
Work History
Trainer on Mission
Majorel
10.2023 - Current
- I design and deliver comprehensive training programs that empower team members to achieve their best. By focusing on skill development, process understanding, and best practices, I help ensure that every team member is well-prepared to contribute effectively to our goals.
Quality Analyst
Majorel
01.2022 - Current
- Conducting quality assessment work by ensuring and evaluating the quality delivery of the content reviewed in the EMEA/EU/US/CA Markets.
- Conducting root cause data analysis and summary.
- Providing QA reports to content quality center team members and liaison with them to ensure consistent quality measurements throughout the operation.
- Conducting coaching and calibration sessions to the Content Moderation teams across teams to ensure that operational policies and processes are applied consistently.
- Enhancing moderation policy and community safety continuously.
Ads Integrity Specialist
Majorel
02.2021 - 01.2022
- Responsible for monetization ads integrity related work, reviewing and evaluating advertising content from both advertisement agencies and TikTok creators in conjunction with domestic, regional and organizational ads policy.
- Evaluating advertisement content and render decisions by referring to ads policies and guidelines efficiently, while ensuring high quality and delivery.
- Responsible for optimizing processes and improve guidelines to reduce risks relating to user safety, fraudulent trends and company reputation to ensure the integrity of our platform.
- Cooperating with other business-related functions such as Ads service and policy team to complete designated work and deal with ad hoc tasks, working cross-functionally and pro-actively with other stakeholders ensuring all teams are aligned.
- Recognizing and identifying fraudulent trends and patterns and further escalating appropriate action.
- Mentoring newly on-boarded team members and coach them on policies and internal tools.
Customer Service Representative
Accor Hotels
09.2019 - 01.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor's Degree - English Language And Literature
Université Ibn Zohr
Morocco 09.2015 - 07.2024
Skills
Expertise in quality metrics and performance analysis
Strong problem-solving and process improvement skills
Proficient in developing and executing quality assurance and training programs
Effective communicator with talent for engaging and motivating teams
Software
Writing
Preadsheets
Languages
Arabic
Native language
Arabic
Proficient
C2
English
Proficient
C2
French
Intermediate
B1
Interests
Reading Books
Travel
Gaming
Timeline
Trainer on Mission
Majorel
10.2023 - Current
Quality Analyst
Majorel
01.2022 - Current
Ads Integrity Specialist
Majorel
02.2021 - 01.2022
Customer Service Representative
Accor Hotels
09.2019 - 01.2020
Bachelor's Degree - English Language And Literature
Université Ibn Zohr
09.2015 - 07.2024