Medhat Omran

German-speaking Quality Assurance Analyst with 3+ years of Quality Assurance and 8+ years of Customer Service experience in multinational BPO environments. Fluent in German and English with experience in quality monitoring, coaching, KPI analysis, customer satisfaction, and process improvement. Currently learning SQL and Power BI and seeking a remote opportunity with an international company.

Quality Assurance Analyst at Alorica (2023-06 – Present)

• Monitor and evaluate customer interactions according to quality standards.
• Deliver coaching and constructive feedback.
• Conduct calibration sessions.
• Identify quality gaps and recommend improvements.
• Prepare quality reports.

Customer Service Representative at Alorica (2023-02 – 2023-05)

• Provided customer support to German-speaking customers.

Customer Service Representative / Acting QA at iSON Xperiences (2021-01 – 2023-01)

German Instructor at iSON Xperiences (2016 – 2021)

German Customer Service Representative at Vodafone International Services (2014 – 2016)

Bachelor's Degree in German Language & Literature – Faculty of Al-Alsun (2006 – 2011)