Laylaa Khan

My responsibilities include reviewing daily customer contacts from the US market and assessing agent performance using defined quality KPIs. I analyze performance trends, produce internal and partner-facing reports, and deliver in-depth insights on KPI evolution. A key part of my role is driving continuous improvement by designing and implementing action plans to enhance agent quality and customer satisfaction.

me to accurately assess tone of voice and ensure interactions align with US customer expectations.

• • Quality Assessment: Evaluate a weekly sample of US customer support requests to analyze agent quality and identify the causes of customer dissatisfaction.

• • Calibration Meetings: Participate in a weekly call with agent supervisors to discuss quality assessments and agree on necessary corrective actions. Business Review Meetings: Contribute to the root cause analysis of US after sales customer satisfaction. Project Management: Help develop and implement corrective action plans to improve the quality of agents dedicated to US customers.

Mission: share creative and emotive stories with my 266k online followers, while also editing and publishing a novel in collaboration with Penguin Random House and Wattpad Webtoon Studio.