Mawiya Al Zadjali
Sultanate of Oman, Muscat
Summary
Professional with expertise in teamwork, time management, and leadership. Proven analytical and problem-solving abilities, with a strong background in data analysis and creative thinking. Skilled in critical thinking, focused on achieving strategic goals and fostering innovation. Dedicated to utilizing skills for organizational success.
Overview
15
15
years of professional experience
Work history
Senior Specialist Quality Assurance
Oman Telecommunications Company
Muscat
06.2014 - Current
- Follow up and calculate the performance of the Contact Center and analyzing data to advice for development of Quality and Excellency in service.
- Collaborate with multiple vendors, including Sprinklr, ThingLogix, Omnichannel, DATALYTICX and IVR Virtual agent testing - Spitch to optimize systems, streamline team operations, improve reporting accuracy, and enhance overall performance.
- Collaborate with the CX team to improve customer satisfaction (VOC) by analyzing customer data, identifying dissatisfied subscribers, and addressing issues to ensure higher satisfaction rates.
- Conduct call monitoring and quality evaluations (remote, live, and side-by-side) to assess customer needs and expectations.
- Analyze quality trends and provide actionable insights to management and internal support teams.
- Facilitate call calibration sessions, deliver structured feedback to team leaders and managers, and prepare comprehensive internal and external quality reports.
- Advise senior management with data-driven recommendations to enhance service quality, customer experience, and overall performance excellence.
First Line Support Mobile, Internet and Fixed line
Oman Telecommunications Company
Muscat
05.2011 - 06.2014
- Provided support for mobile, fixed line and internet (consumer and corporate) users by troubleshooting technical issues efficiently.
- Assisted customers in using mobile applications to ensure enjoyable user experiences.
- Collaborated with teams to address complex mobile device, fixed line and internet queries effectively.
- Documented support interactions to build comprehensive knowledge base for future reference.
- Coordinated with teams to enhance processes and communication regarding customer inquiries and feedback.
Education
Bachelor of Network - Network
Majan University Collage
Muscat /2007 - /2012
Skills
- Strong organizational and time-management skills
- Exceptional communication and interpersonal skills
- Ability to work independently and as part of a team
- Detail-oriented and able to handle multiple tasks simultaneously
- Proficient at Excel
- Leadership
- Strong analytical and problem solving
- Data analysis
- Presentation skills
- Creative thinking
- Critical thinking
Languages
Arabic
Native
English
Advanced
Accomplishments
I have been honored several times in recognition of my efforts and as encouragement for excellence. This has contributed to improving the level of work and supporting the development of quality and performance.
Timeline
Senior Specialist Quality Assurance
Oman Telecommunications Company
06.2014 - Current
First Line Support Mobile, Internet and Fixed line
Oman Telecommunications Company
05.2011 - 06.2014
Bachelor of Network - Network
Majan University Collage
/2007 - /2012