Hussam Gad-Allah

I am a results-driven Quality Assurance Manager with over 6 years of experience in leading quality assurance initiatives in BPO environments, especially focused on telecommunications and travel sectors. My expertise lies in improving key performance metrics such as NPS, FCR, and AHT through methodologies like COPC, Lean, and Six Sigma, combined with strong analytical skills and proficiency in advanced Excel. I excel in stakeholder management and fostering collaboration across cross-functional teams

Quality Manager - Comcast (eClerx) - Cairo, Egypt & India (multi-site)

(2025-07 - 2026-04)

Leading quality assurance for Comcast's account

• Lead account level Quality for a 160+ HC voice ramp; manage 6 direct QA analysts/senior analysts
• Drove NPS from 30% to 45% in six months (+2-3% MoM) using delta focus lists and targeted audits
• Improved FCR from 61% to 67% in six months through Six Sigma based sampling and deep RCA
• Represented Quality team in MBR, WBR, and client calibrations; delivered NPS, FCR, and AHT reports; conducted bottom-quartile performance root-cause analysis with actionable improvement plans
• Cut sales integrity escalations by 47% in one month through a new escalation handling process
• Built a universal QA dashboard consolidating eight data sources to enable 600-700 audits monthly using Power Query and Power Pivot
• Established QA framework including QA tasks, nesting process, and to outliers' management.

Quality Supervisor - Expedia (Concentrix) - Cairo, Egypt (on-task)

(2023-08 - 2025-07)

Supervising QA activities for Expedia's account

• Supervised 7 QA/Sr QA; supervised weekly utilization plans and reported QA performance
• Consistently met QA targets >90% and maintained high QA attainment, including for new hires
• Designed and implemented a standardized calibration process using Microsoft Forms and Power Automate
• Owned recurring QA reporting and stakeholder updates to enhance communication with management
• Conducted Weekly RTR & CTC to enhanced QAs coaching efficiency from 60% to 90%

Operations Team Leader - Expedia (Concentrix) - Cairo, Egypt

(2023-02 - 2023-08)

Managed agent performance in a 24/7 operational setup

• Directed a 7 agent pilot operating 24/7; focused on AHT, adherence, occupancy, and FCR
• Decreased FCR from 25% to 10% within two months through monitoring and coaching
• Eliminated missing hours through diagnosis and corrective actions through daily huddles.
• Lowered agent errors by implementing training and daily sales checks

Senior Quality Analyst - Expedia (Concentrix) - Cairo, Egypt

(2022-02 - 2023-02)

Conducting audits and coaching sessions on quality assurance

• Performed 160 audits and coaching sessions monthly, providing feedback
• Executed targeted audits focusing on high and moderate impact issues
• Owned RCA and escalation handling for quality issues and client requests
• Providing QA sessions for new hires and certification

Earlier Roles - Various (Raya, Concentrix, Teleperformance) - Cairo, Egypt

(2019-01 - 2022-01)

Various roles in travel and customer service

• Worked in technical support and travel consulting roles across multiple platforms
• Handled ticketing, complex case resolution, and customer escalations
• Utilized Amadeus, Sabre, Farelogix for efficient service delivery

MSc - Data Science - Cairo University (2023-09 - 2023-09)

BSc - Business Information Systems - Helwan University (2013-09 - 2017-06)