Kerolos Maged

Experienced Quality Assurance Specialist with a solid background in auditing digital operations, customer service support, and performance analysis. Known for accuracy, attention to detail, and adaptability in fast-paced, remote environments. Fluent in Arabic and English, with a proactive approach to ensuring system integrity and data accuracy.

Quality Assurance Analyst at Teleperformance Egypt (2024-07 – Present)

• Conduct quality evaluations on voice and non-voice interactions (calls, chats, emails).
• Generate performance reports and provide coaching to enhance service quality.
• Monitor adherence to KPIs, client guidelines, and process compliance.
• Collaborated cross-functionally to enhance agent performance and process efficiency.

Visa Application Consultant at TLScontact – Teleperformance (2023-07 – 2024-07)

• Reviewed applicant data and verified compliance with embassy regulations.
• Supported customer queries and ensured timely processing of sensitive documents.
• Maintained accurate digital records and supported biometric processing flows.

Customer Service Sales Advisor at Concentrix (AT&T Campaign) (2022-11 – 2023-05)

• Handled high-volume inbound calls, resolving customer issues and upselling services.
• Delivered personalized support while adhering to quality and compliance benchmarks.
• Contributed to sales performance through clear communication and problem-solving.

Bachelor's Degree in English Language and Literature – Cairo University (2025-06)