A l i Dahab

Designed, established, and maintained QA standards, policies, and procedures across all customer service channels. Managed quality and performance for an in-house LLM agent by evaluating AI-generated responses, editing prompts for accuracy, and establishing “golden answers” for model alignment. Identified systemic issues and performed root-cause analysis (RCA) for quality gaps, and helped implement process improvements, best practices, and knowledge bases. Provided guidance, support, and mentorship to a team of 8–16 QA specialists/analysts, ensuring compliance with internal policies, legal requirements, and industry regulations in all customer interactions.

Maintained up-to-date knowledge of products and services as a key point of reference. Managed and monitored a group of 6–8 quality analysts by conducting review/reviewer cycles and providing continuous feedback to drive measurable improvement. Played a key role in launching and creating quality processes for new lines of business. Participated in a large hiring operation (nearly 1,000 agents) involving shortlisting, interviewing, and assessing candidates. Collaborated with content teams to create knowledge bases, training materials, and knowledge quizzes.

Developed and delivered training programs to enhance customer service skills and knowledge. Identified and analyzed customer service issues and collaborated with other departments to design and implement solutions. Researched best practices in customer service and introduced new strategies and processes to improve overall quality. Analyzed customer feedback data to identify trends and opportunities for improvement, and worked with other team members to maintain high levels of customer satisfaction.