Senior Quality Controller – CX & Performance Management at Dubai Holding Community Management (2024-08 – Present)
Lead CX quality, service performance, and operational improvement initiatives to enhance customer experience, service consistency, employee engagement, and business performance.
- Develop and maintain strategic quality scorecards, CX dashboards, KPI reports, and performance monitoring tools aligned with service standards, customer happiness objectives, and operational priorities.
- Analyze customer experience, employee engagement, satisfaction, service quality, and operational performance data to identify trends, recurring issues, compliance gaps, and improvement opportunities.
- Prepare leadership reports and recommendations linking CX strategy, operational metrics, customer insights, employee engagement, quality performance, and service improvement.
- Lead internal and external audit activities to support compliance with quality, service, and operational standards, including evidence coordination, audit preparation, findings follow-up, and corrective actions.
- Conduct comprehensive gap analysis against excellence, service, and quality standards, identifying improvement opportunities and recommending process, training, and corrective actions.
- Support quality culture and change adoption by converting performance data, audit findings, customer feedback, and employee insights into practical improvement recommendations.
- Collaborate with cross-functional stakeholders to ensure quality requirements, service standards, improvement actions, evidence standards, and governance documentation are implemented effectively.
- Led the 100% end-to-end submission for the Happiness & Engagement category under the Dubai Quality Award, managing evidence collection, stakeholder coordination, benchmarking, gap analysis, assessment readiness, and submission documentation.
- Authored a 60+ page research and submission document supported by structured evidence, CX insights, employee engagement analysis, benchmarking, and improvement recommendations.
- Participated in a CX-led overcrowding study addressing risks and challenges associated with overcrowded residential units in Dubai, including resident complaints related to noise, harassment, cleanliness, hygiene, safety, and community-impact concerns.
- Contributed to a multi-stakeholder government workshop with entities including RERA, Dubai Land Department, SERA, Dubai Police, and other authorities to discuss resident complaints, service risks, regulatory gaps, and mitigation opportunities.
Quality Controller - Performance Management at Nakheel (2022-08 – 2024-07)
Designed and implemented contact center QA frameworks, audit forms, scorecards, performance monitoring tools, and evaluation mechanisms to improve support quality, agent performance, service consistency, and management visibility.
- Monitored and evaluated customer service interactions against approved service standards, quality criteria, policies, procedures, compliance requirements, and customer experience expectations.
- Conducted quality reviews and operational audits to identify service gaps, process breakdowns, recurring agent errors, compliance risks, complaint trends, and improvement opportunities.
- Delivered data-driven coaching and actionable feedback that significantly improved contact center quality performance and strengthened agent adherence to service standards.
- Improved contact center quality score from 71% to 93% through structured QA monitoring, feedback loops, coaching, process improvements, and performance reporting.
- Prepared QA insights, performance reports, trend analysis, and improvement recommendations for management and operational stakeholders.
- Analyzed customer complaints, CRM data, quality observations, and operational insights to identify root causes, recurring patterns, and process or training improvement needs.
- Supported targeted training and coaching interventions by translating QA findings into practical recommendations for advisors and supervisors.
- Led User Acceptance Testing for CRM upgrades, ensuring operational readiness, system effectiveness, data accuracy, reporting suitability, and alignment with customer support requirements.
- Contributed to process standardization and customer journey improvement across customer operations, service quality, and support performance.
Customer Care Representative – Contact Center at Nakheel (2017-04 – 2022-07)
Managed multichannel customer interactions across phone, email, and digital platforms while maintaining high service quality standards and accurate case documentation.
- Handled customer complaints, inquiries, escalations, and service requests through empathy, structured problem-solving, service recovery, and adherence to approved procedures.
- Maintained accurate records of customer cases, escalations, complaints, and follow-up actions in high-volume service environments.
- Supported customer satisfaction, customer happiness, and service excellence objectives by delivering consistent, professional, and policy-aligned service.
- Identified recurring complaints, service gaps, and operational pain points, contributing insights for customer journey improvement, training needs, and service enhancement.
- Coordinated with internal teams to support timely case resolution and ensure alignment with service standards, SLAs, and approved procedures.
- Modeled professional communication, customer care behaviors, and service recovery skills across customer interactions.
Teacher & Instructional Designer – Islamic Studies Department at Indian International School (2015-09 – 2017-03)
Authored and designed a complete five-book curriculum series for Grades 1–5, including assessments, exercises, learning materials, and structured instructional content.
- Developed structured learning materials, exercises, assessments, and interactive content to improve learning consistency and engagement.
- Created competency-based assessments and supported student development through structured learning plans.
- Designed engaging learning materials using animation and graphic design to improve student participation and learning outcomes.
- Mentored students who achieved recognition in regional academic competitions.
Industrial Engineer Trainee – Engineering Department at Emarat (2013-06 – 2014-01)
Supported facility sustainability initiatives using LEED standards and contributed to corporate building guideline documentation.
- Participated in maintenance, asset management, and operational improvement activities using Oracle systems.
- Supported process improvement initiatives within engineering and facility management operations.
- Contributed to sustainability and operational documentation for corporate building practices.
