Radhia
Learning Development & Quality Analyst
Systems AnalystLive in MalaysiaNationality
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Work experience
Learning Development & Quality Analyst
OKG2024.01-Current(2 years)• RCA on 50–100+ cases weekly, reducing defects by 20–30% • Coaching 10–20 agents weekly, improving quality by 15%+ • Training programs impacting 50+ employees • AI annotation & chatbot optimization (Arabic, French, English) • Reduced BOT errors by ~15–25%Quality Analyst & Technical Trainer
ITCAN2021.01-2024.01(3 years)• 100+ audits weekly, reducing escalations by ~20% • Reduced onboarding time by ~30% • Coached 20+ agents, achieving 95%+ quality targetsContent Review Analyst
ITCAN2019.01-2021.01(2 years)• Reviewed high-volume cases (500+ daily) with 98%+ accuracy • Ensured compliance and supported multilingual operationsCustomer Support Representative
Mahdi Brothers2017.01-2019.01(2 years)• 50–80 interactions daily with 90%+ resolution rate • Multilingual support and technical troubleshooting
Educational experience
- English Language & Civilizations
Certificates
IELTS (2025) • TEFL (2023) • PINNACLE Trainer Award • Accenture Trainer Certification
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