Natalie Hagoob Tac-an Maghrablian

Quality Analyst & Email Support

UZ Marketing

Mar 2025 - Current (1 year 2 months)

Provide email support on live tickets, investigate escalated customer cases in coordination with multiple departments, and manage administrative tasks along with preparing weekly process improvement reports

Quality Analyst

BruntWork

Jan 2024 - Jan 2025 (1 year 1 month)

Conduct call monitoring on a debt-relief account, perform root cause analysis on agent performance, and create reports highlighting findings and opportunities for improvement. Oversee ongoing reports, flag policy offenses, and provide recommendations for policy updates.

S

Quality Analyst

Stealth Monitoring

Jul 2023 - Jan 2024 (7 months)

Assess Tier 1 agent compliance through remote and live CCTV audits, and review escalated Tier 2 incidents via additional audits and phone evaluations. Prepare and present end-of-month reports, inter-departmental updates, and lead weekly calibration sessions for multiple lines of business. Work closely with the Continuous Improvement team on policy creation, revisions, and operational enhancements.

Service Quality, Risk, & Compliance Specialist II

Uber

Aug 2017 - Jun 2023 (5 years 11 months)

Provide quality assessments and feedback on agent performance across email, chat, and phone support, identifying opportunities for improvement. Prepare weekly and monthly reports through analysis of trends and root causes to resolve customer interaction issues. Lead calibration sessions with teams, managers, and BPO sites to align on quality standards. Support projects and recommend enhancements to processes, content accuracy, and agent resources.

Email Support, Quality Analyst, Team Lead

TaskUs

Dec 2014 - Aug 2017 (2 years 9 months)

Provided support via email for billing, payments, account issues, and general inquiries. Conducted audits, root cause analyses, and coaching sessions to improve agent performance, policy adherence, and customer satisfaction. Led weekly calibrations, nesting classes, and quality talks to align operational standards and enhance service delivery. As Team Lead, managed team productivity, service levels, and compliance while providing floor support, handling escalations, and delivering regular coaching. Consistently identified performance trends and recommended process improvements through data-driven reporting and analysis.

Natalie Hagoob Tac-an Maghrablian

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