Naser Yakhlef
Quality Assurance Lead Associate
Amman
Summary
Experienced QA Lead with 7+ years in customer service and quality assurance, currently leading a team of 38 agents. Proven track record in improving service quality, achieving a 95% Ipsos rating—the highest in the bank’s history. Skilled in call evaluation, coaching, VOC validation, and team development.
Holds a Bachelor’s in Hotel Management and multiple certifications in customer insights, product development, and creative thinking from global institutions. Actively pursuing further learning with a strong interest in transitioning into product development within banking.
Overview
15
15
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Quality Assurance Lead Associate CX&Contact Center
Capital Bank
06.2018 - Current
- Managing training sessions for team members
- Evaluating inbound and outbound calls
- Conducting quality monitoring sessions for the team
- Creating and delivering daily shift briefs
- Following up on client feedback and ensuring appropriate action is taken
- Approving financial transaction requests and other operational requests
- Conducting monthly exams to assess team knowledge and skills
- Driving team performance improvement initiatives
- Performing monthly testing in the CareWeb system
- Sending detailed monthly performance reports to management
- Validating Voice of the Customer (VOC) data and ensuring it aligns with quality standards
- Developing and delivering customized training sessions based on performance gaps and VOC analysis
- Identifying and proposing product improvement ideas based on customer interactions and feedback
- Supporting cross-functional collaboration to enhance service quality and customer satisfaction
Supervisor
Exit Club
07.2012 - 11.2015
Call Center
Rain Soft Company
02.2010 - 05.2011
Education
Bachelor degree - Hotel Management
Jordan Applied University college of hospitality and tourism education
Skills
- Microsoft office [ Word – Excel – Power Point – Access ]
- Familiar with most of Windows applications [ IT ]
- Professional web surfing
- Communication skills
- Ability to communicate effectively and have excellent Customer Relation skills
- Strong analytical capabilities, and having strong representation skills
Certification
First certificate is: Customer Insights: New Product Development Orientation. University of Colorado Boulder, Grade Achieved: 95.39% Coursera CRZSP3EJNGPF
References
- Montaser, Mansi, Money for finance GM, EX Capital bank contact center manager, 0796828642, Amman
- Mais Kayed, Head of Customer Experience and Customer Care, 0795605052, Amman
Section name
- تعريف بقانون فاتكا) (مكافحة غسل الأموال وتمويل الإرهاب) (مبادئ الامتثال) (أمن المعلومات والأمن السيبراني) (آلية الإبلاغ عن المخالفات ) (أساسيات العقوبات والحظر) (أهمية الثقافة القانونية للمصرفيين والسرية المصرفية)
- Business eye Excellence in call center for customer satisfaction
Timeline
Quality Assurance Lead Associate CX&Contact Center
Capital Bank
06.2018 - Current
Supervisor
Exit Club
07.2012 - 11.2015
Call Center
Rain Soft Company
02.2010 - 05.2011
Bachelor degree - Hotel Management
Jordan Applied University college of hospitality and tourism education
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