Hiba Alobaidi

Operations and quality professional with experience across team leadership, customer service, healthcare support, trust and safety, and education. Skilled in coaching, quality auditing, escalation handling, operational reporting, policy compliance, and process improvement. Brings a strong analytical foundation with training in data analytics, SQL, Tableau, R, Python, Excel, and PowerPoint.

Delivery Operations Analyst / Team Lead - Accenture

(2025-06)

• Provide day-to-day supervision and operational support while helping the team maintain service, quality, and performance expectations.
• Coach and develop team members through feedback, shadowing, knowledge sharing, and targeted performance support.
• Audit calls in a quality role, document findings, and reinforce applicable standards and procedures.
• Handle escalations, support reporting activities, identify improvement opportunities, and promote a positive team culture.

Subject Matter Expert - Accenture

(2023 - 2024)

Healthcare Project/ Call Center

• Provided expert guidance to frontline representatives on processes, policies, and complex customer situations.
• Supported training, knowledge sharing, quality, compliance, performance improvement, and escalation resolution.
• Assisted with technical troubleshooting and helped team members apply procedures consistently.

Customer Service Representative - Accenture

(2023 - 2024)

Call Center

• Managed incoming calls, chats, and emails, and completed outbound customer outreach when required.
• Followed approved call flows and scripts while delivering professional, customer-focused service.
• Protected client privacy, worked across multiple systems, and followed quality and compliance standards to reduce operational risk.

Quality Analyst, Content Moderation - Accenture

(2021 - 2022)

Google Trust & Safety Project

• Audited moderation cases and reviewed decisions for accuracy and policy compliance.
• Identified errors, handled appeals, provided feedback, tracked trends, and recorded findings in the quality system.

Content Moderation Agent - Accenture

(2021 - 2022)

Google Trust & Safety Project

• Reviewed content, enforced policies, reported violations, and used moderation tools to support user safety.
• Handled appeals and applied established policies consistently.

Math Teacher - Baghdad University

(2013 - 2020)

Science collage /Mathematic department

• Supported classroom instruction, lesson preparation, classroom management, and administrative activities.
• Provided individualized student support and communicated with teachers and parents.

Professional Certificate - Data Analytics - Google (2022)

Accounting - Austin Community College (2017)

Master's Degree - Mathematics Science - Baghdad University (2003 - 2006)

Bachelor of Science - Baghdad University (1999 - 2003)