Work History
Professional Experience
Teleperformance
Client: Majid Al Futtaim Group
SHARE Loyalty Program
MAF Lifestyle Brands
Social Media – MAF Holding
🇦🇪 UAE
🇸🇦 KSA
May 2022 – May 2025
- End-to-end transaction monitoring across SHARE Loyalty, Lifestyle Brands, and Social Media teams
- Classification and root cause analysis of Critical, Compliance, and End-User errors
- Agent-level quality scoring and individual performance scorecards
- Weekly, monthly, quarterly, and annual QA reporting packages for client stakeholders
- One-to-one coaching sessions with measurable performance improvement tracking
- NPS & CSAT verbatim analysis — text mining for key themes and sentiment drivers
- Client-facing dashboard creation for MAF leadership and operations management
- Daily email updates and stakeholder meeting facilitation
📊 QA KPI Dashboard — Overall Quality Score
Monthly performance across all MAF teams
Avg QA Score
94.7%
▲ 2.3% MoM
Critical Errors
1.2%
▼ 0.4%
Compliance Score
97.1%
▲ 1.1%
End-User Errors
3.8%
▲ 0.2%
Agents Monitored
28
+4 agents
QA Score Trend (12M)
Error Type Distribution
* Representative dashboards based on real-world professional experience
👤 Agent Performance Scorecards
Individual scoring with coaching impact tracking
Top Agent Score
99.2%
▲ Star Performer
Team Average
94.7%
▲ 1.8%
Below Threshold
3
Coaching Active
Post-Coaching Lift
+8.4%
Avg improvement
Agent Score Distribution
Coaching: Before vs After
* Representative dashboards based on real-world professional experience
⭐ NPS & CSAT Trends — MAF Brands
Customer satisfaction drivers by brand and country
NPS Score
+62
▲ 7pts QoQ
CSAT %
88.3%
▲ 3.2%
Promoters
71%
▲ 5%
Detractors
9%
▼ 2%
NPS by Brand
CSAT Trend — UAE vs KSA
* Representative dashboards based on real-world professional experience
Metropolitan Premium Properties
Quality Assurance Analyst / Customer Experience
Inbound Team
Qualification Team
Reactivation Team
Complaints / Investigation
🇦🇪 Dubai Regulations
🇦🇪 Abu Dhabi Regulations
RAK Regulations
May 2025 – Present
- End-to-end client journey investigation across Dubai, Abu Dhabi, and Ras Al Khaimah regulated real estate transactions
- Call monitoring and experience evaluation benchmarked against UAE property regulatory standards
- Customer feedback survey design and analysis to surface experience gaps
- Lead qualification monitoring — scoring criteria, conversion logic, and handoff quality
- Coaching delivery for four distinct teams with tailored performance frameworks
- Weekly, monthly, quarterly, and annual reporting to senior management
- Real-time management dashboards enabling daily operational decisions
🏢 Customer Journey Funnel — Real Estate
Lead-to-conversion pipeline with dropout analysis
Total Leads
1,240
▲ 12% MoM
Qualified Leads
64.2%
▲ 3.1%
Conversion Rate
18.7%
▲ 2.4%
Dropout Rate
35.8%
▼ 4.2%
Funnel Stages
Dropout Reasons (Survey)
* Representative dashboards based on real-world professional experience
⚖️ Compliance Monitoring Dashboard
Dubai · Abu Dhabi · Ras Al Khaimah regulatory adherence
Dubai Compliance
98.4%
▲ Target Met
Abu Dhabi Compliance
96.8%
▲ Target Met
RAK Compliance
95.2%
▲ 1.2%
Non-Compliant Flags
23
Under Review
Compliance Score by Emirate (6M)
Call Quality KPI — All Teams
* Representative dashboards based on real-world professional experience
📋 Management Action Dashboard — Daily Insights
Real-time operational signals for leadership decisions
Avg Handle Time
4m 32s
▼ Improved
First Contact Res.
78.3%
▲ 3.1%
Cust. Satisfaction
85.6%
▲ 2.8%
Escalations Today
7
↑ 2 vs Avg
Agent Satisfaction by Team
Lead Qualification Score Distribution
* Representative dashboards based on real-world professional experience