Linda Allam

Operations Associate

Abu Dhabi, United Arab Emirates19 yrs 5 mos experience

AI Enabled

Key Highlights

Expert in holistic quality governance and process improvement.
Proven track record in transforming quality functions.
Strong analytical skills driving measurable outcomes.

Stackforce AI infers this person is a Quality Assurance and Process Improvement expert in the Healthcare and FinTech industries.

Contact

Skills

Core Skills

Quality AssuranceProcess ImprovementTrainingCustomer Service

Other Skills

Microsoft Dynamics CRMNICE Call RecordingTrust AiCollaborationSupervisory SkillsProcedure DevelopmentJiraCollaborative Problem SolvingSalesforce.comConstructive FeedbackPrivacy ComplianceEmail EtiquetteWorkshopsCoachingGoogle Docs

About

I’m a Contact Center Quality, Process Improvement, and Training leader who fixes problems by seeing the whole system—not isolated failures. My approach is intentionally holistic: I connect gaps across quality frameworks, operations, training, complaints, CSAT, and frontline behavior to identify the real root causes behind recurring issues. Instead of chasing symptoms, I design critical control points that prevent errors, protect experience, and stabilize performance at scale. I specialize in building and elevating quality functions—moving them from checklist monitoring to governance, risk control, and performance enablement. I’ve transformed quality departments by standardizing frameworks, enforcing calibration discipline, and embedding quality into daily operations through targeted training and actionable feedback loops. I’m known for being direct, analytical, and uncompromising about effectiveness. I challenge inefficient practices, replace repetition with prevention, and ensure improvements are measurable, sustainable, and owned. If quality is expected to drive outcomes, not just scorecards, that’s where I operate.

Experience

19 yrs 5 mos

Total Experience

3 yrs 4 mos

Average Tenure

2 yrs 10 mos

Current Experience

M42 health

M42 Contact Center Assistant Manager - Process Improvement, Quality Assurance and Training

Aug 2023 – Present · 2 yrs 10 mos · Abu Dhabi Emirate, United Arab Emirates · On-site

In my role at M42 Health, I spearheaded quality governance and process improvement strategies for a multi-asset healthcare contact center. I implemented standardized QA frameworks and enhanced collaboration between QA, training, and operations. My efforts focused on converting recurring errors into preventive controls, ensuring a high-quality patient experience.
Recognized for challenging inefficiencies, enforcing accountability, and positioning quality as a governance and decision-making function, not a scorecard exercise
Supported onboarding of new healthcare assets and ensure agent readiness during operational and system changes.
Designed and implemented critical control points to prevent repeat errors rather than relying on repetitive coaching
Applied a holistic, systems-thinking approach by linking QA findings, CSAT detractors, complaints, audits, and frontline behavior to identify true root causes.
Led end-to-end process mapping, SOP development, UAT, and post-change validation to ensure operational readiness and risk control before go-live. Drove complaint TAT discipline through structured RCA, evidence-based escalations, and validation prior to closure, reopening premature closures where required to protect patient experience.
Lead quality governance, process improvement, and training strategy across multi-asset healthcare contact center operations. Known for a holistic, root-cause–driven approach, linking insights from QA findings, CSAT detractors, complaints, audits, and frontline behavior to identify systemic gaps and address them through critical control points rather than repetitive coaching.

Microsoft Dynamics CRMNICE Call RecordingTrust AiQuality AssuranceProcess Improvement

Addc

Senior Quality Officer

May 2023 – Aug 2023 · 3 mos · United Arab Emirates · On-site

Created a new QA framework with detailed call monitoring, calibration and feedback loops.
Trained QA and training staff on making data-driven decision making using the VSF, RCA and other analytic tools then creating action plans.

Quality Assurance

Balance

Quality and Training Supervisor | Contact Center

Mar 2022 – Aug 2023 · 1 yr 5 mos · United Arab Emirates · Hybrid

Built the QA and Training Processes and Procedures in a Startup Fintech company.
Built the training material for product knowledge, procedures, and QA.
Built the Phone and Email QA monitoring forms and enhanced them based on reported findings.
Collaborated with the Engineering and Product teams to create technical troubleshooting articles.
Delivered the Training of new joiners and drove their performance improvement.
Helped build the Feedback communication process across departments utilizing holistic thinking.

Supervisory SkillsProcedure DevelopmentJiraCollaborative Problem SolvingSalesforce.comConstructive Feedback+16

Teleperformance

4 roles

Contact Center Quality and Training Lead- Philips Care

Sep 2021 – Mar 2022 · 6 mos

Designed process enhancements to correct quality issues of service-related escalations.
Integrated new market-specific Critical Control Points in the global QA monitoring form.
Conducted training sessions for new joiners and refresher sessions for existing Advisors.
Built effective working relationships with key stakeholders including client executive management and service center managers.
Lead the process of empowering the contact center over service centers related cases.
Built the RCA approach for the start-up contact center of the Middle East emerging market.

Salesforce.comTechnical SupportEmail EtiquetteWritten CommunicationChatCoaching+8

Quality Assurance Coordinator/ AppleCare

Promoted

Feb 2017 – Aug 2021 · 4 yrs 6 mos

Appointed as a Subject Matter Expert 3 months after promotion then the Lead SME of the QA Team starting October 2020.
Orchestrated monthly Internal calibration rounds contributing to a successful item in the COPC certification audits since 2017.
Executed Spot checks on evaluations made by the Contact Center Supervisors and QA team lifting calibration rates to be above 90%.
Acted as a Quality Manager for 3 months managing all client relations, client events, and team leadership.
Responsible for the Call Center Start-up of the AppleCare site in India for 1 month onboarding the QA and training team.
Coordinated with operations driving Policies' Compliance rates to skyrocket from 85% to 99.5%.
Audited 20-25 Advisors per month, conducted Root Cause Analysis of customer satisfaction surveys followed by heading coaching sessions which continuously improved Customer Retention rates.
Pioneered identifying daily performance trends and implementing solutions that enhanced customer satisfaction rates to be above 85% during the launch of new products.
Initiated over 30 quality training sessions for advisors in Dubai and Mohali, quality coordinators, and team leaders.
Succeeded to create a new quality standards form to measure soft skills deviations when interacting with customers which earned the client's appreciation and boosted customer satisfaction rates by 7% in 3 months.
Trained newly-promoted supervisors to comprehend internal QA audits techniques.
Designed visual aid tools to clarify the troubleshooting steps of top call drivers.

iTunesiOSCustomer ServiceTechnical SupportInfluential CommunicatorTraining+7

Senior Technical Advisor / AppleCare

Promoted

Jun 2016 – Feb 2017 · 8 mos

(Supported Apple products and services)
Lead round tables to convey expertise as a CSAT top achiever in top call drivers.
Utilized procedure knowledge which helped in resolving customers’ issues or guiding them on the right way to resolve issues.
Consistently achieved customer satisfaction using new tools and procedures.
Turned most of the detractors into promoters by handling frustrated customers, timely resolving their complaints and restoring customers’ relationships with the manufacturer.
Assisted the first technical line Advisors with technical, billing and non-technical consultations.
Created service requests and followed up on the repairs with the service providers.

Technical Support Advisor / AppleCare

Sep 2015 – Jun 2016 · 9 mos

Awarded the best achiever award in the second quarter of the fiscal year for scoring 100% Customer Satisfaction for 5 months on a row. Customer satisfaction comments were mainly about the remarkable human interaction during solving technical issues.
Efficiently managed the responsibilities given with poise, ease, and confidence.
Emerged among the Top achievers for five months which qualified me to be promoted to a Senior Advisor.
Ensured customer satisfaction through personal interaction with customers while solving technical issues.

Roshdi pharmacies

Supply Chain Coordinator and Business Development

May 2007 – Aug 2015 · 8 yrs 3 mos · Cairo, Egypt

Demonstrated success in streamlining operations and coordinating various customer-facing tasks.
Forecasted needs of new surrounding clinics' by creating a tool to share a directory of items with a close expiry date between all branches to decide the best area to sell it fast.
Effectively negotiated payment terms with suppliers to suit business needs.