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I will audit your customer support quality and provide coaching insights
Egypt
I speak Arabic, English
Customer Operations and Support QA Specialist SOPs, Dashboards, Escalations
I help startups and SMBs stabilize customer support and make performance measurable. With 8+ years in support operations, I deliver QA audits, SOPs, SLA dashboards, and escalation handling that reduce...
About this Gig
Stop guessing! Lets make your customer support measurable and top-tier.
Are you unsure if your support team is following the right tone? Are you seeing a drop in CSAT (Customer Satisfaction) but dont know why? Im here to help.
With over 5 years of experience in Customer Operations and Team Leadership, I help startups and SMBs stabilize their support quality through professional QA Audits. I don't just find mistakes; I provide the roadmap to fix them.
What I will deliver:
- Structured Audit: Evaluating tickets/chats based on accuracy, tone, and resolution.
- QA Scorecard: A professional Google Sheet/Excel with detailed grading for each interaction.
- Coaching Insights: Actionable feedback for your agents to improve their performance immediately.
- Executive Summary: A one-page report for management to see the "big picture" trends.
Why work with me? I understand the delicate balance between speed (AHT) and quality. Having managed support teams myself, I know exactly what a "great response" looks like and how to train others to achieve it.
Note: Please message me before ordering to discuss your specific helpdesk (Zendesk, Freshdesk, Intercom, etc.) and your specific quality goals.
Language:
Arabic
•
English
Timezone:
UTC nighttime
FAQ
Which platforms do you work with?
I am experienced with most major helpdesks, including Zendesk, Freshdesk, Intercom, Salesforce, and general email-based support.
Do you provide the QA Scorecard template?
Do you provide the QA Scorecard template? Yes! Every package includes a custom Google Sheets scorecard that you can keep and use for your internal processes.
Is the audit confidential?
Absolutely. I am happy to sign an NDA, and I treat all customer data with the highest level of privacy and security.
