Amani Smei

Quality, Training and Operational Excellence leader with 4+ years of progressive UAE experience in BPO, contact centres and high-volume customer operations. Lead 10+ QA Analysts and Trainers across 25+ multi-client projects supporting 500+ frontline employees.

Combine Lean Six

Sigma, ISO 18295-1 and ISO 27001, Power BI, training strategy, customer experience and AI-tool UAT to build scalable systems and improve performance. Delivered a 99.9% reduction in QA reporting time, launched a five-module certification programme and onboarded 100+ agents within one month.

Quality & Training Supervisor at Cupola Teleservices (2024-03 – Present)

• Lead the Quality & Training function across 25+ multi-client BPO projects, managing 10+ QA Analysts and Trainers and governing standards for 500+ frontline employees.
• Partner with Operations, WFM, MIS, IT, HR and senior leadership to align QA, training, project readiness, process compliance and customer experience priorities.
• Designed a unified Power BI and Excel QA reporting solution, reducing the reporting cycle from 4 hours to 10 seconds (99.9% time saving) and enabling department-wide adoption.
• Built an agent-level Training Needs Analysis dashboard and automated Monthly Risk Analysis Report to identify recurring gaps, prioritize interventions and track post-coaching improvement.
• Implemented ISO 18295-1 and ISO 27001 programmes, supporting internal audits, documentation controls, corrective actions and Dubai Government 7-Star service standards.
• Designed and launched the OPS Certification Program - a five-module curriculum with structured assessments, certification criteria and performance tracking.
• Led AI quality-tool implementation through UAT planning, test execution, defect reporting, vendor follow-up and executive presentations to senior stakeholders.
• Introduced Operations Ranking and Star of the Month frameworks to improve accountability, visibility and performance recognition.

Quality & Training Team Leader at Cupola Teleservices (2023-08 – 2024-03)

• Led multi-project QA and training delivery, including audits, calibration sessions, refresher training and coaching plans for performance and compliance gaps.
• Supported Team Leaders and managers with evidence-based coaching, action plans and follow-up evaluations for underperforming agents.
• Selected for the Internal Auditor Group, supporting ISO 18295 audits, quality documentation and corrective-action follow-up.
• Voiced and recorded professional IVR audio for 10+ government and private-sector clients.

Corporate Trainer at Cupola Teleservices (2022-12 – 2023-08)

• Designed and delivered onboarding, product-knowledge, compliance and soft-skills programmes across multiple BPO projects.
• Onboarded and certified 100+ agents within one month for a new project launch.
• Developed training materials, role-plays, knowledge assessments, certification criteria and post-training performance reports.

Customer Support Specialist at Cupola Teleservices (2022-04 – 2022-12)

• Handled bilingual Arabic and English customer support for the Etihad WE project in a high-volume service environment.
• Ranked among the top performers and was selected for SWAT team support based on quality, knowledge and reliability.

Marketing & PR Manager at International Uni-Study Platform (2017-08 – 2021-09)

• Created bilingual Arabic and English content, coordinated university campaigns and delivered online orientation sessions to support partner enrolment.

Radio Host & Voice-Over Artist at Radio Oasis FM (2013-04 – 2021-01)

• Hosted youth-focused programmes and voiced official television and radio announcements, building strong facilitation, presentation and audience-engagement capability.

Bachelor's Degree in Interior Design – Higher Institute of Arts & Crafts of Gabes (2016 – 2020)