Hi, I'm Faissel 👋
Customer Service & QA Specialist focused on clear coaching, reliable processes, and measurable service quality.
FT

About

QA specialist with hands-on experience evaluating customer interactions, reporting on CSAT, and partnering with leads to improve processes across DACH and North American markets.

Work Experience

O

Outsourcia

Apr 2025 - Present
Quality Assurance Specialist

Conduct quality assessments using scorecards; compile feedback reports; analyze processes to uphold service quality. QA for the Vosker project (security/hunting cameras) serving USA, Canada, and Europe; collaborate closely with team leads on improvements.

J

Job & Talent (for SHEIN)

Nov 2024 - Apr 2025
Customer Service Representative

Supported German-speaking customers via phone, email, and chat; processed logistics, returns, and complaints; documented cases in CRM; collaborated with team members and supported onboarding.

W

WebOps SARL

Dec 2023 - Aug 2024
Video Content Moderator

Moderated online video content for guideline compliance; maintained professionalism and adaptability; contributed to a safer digital environment.

Education

F

FLSH Ben M’sik, Hassan II University — Casablanca

2020 - 2023
Bachelor’s in English Studies
  • Focus on advanced English language and communication.
I

Ibn Batouta High School — Casablanca-Mediouna

- 2020
High School Diploma (Physics)

    Skills

    Quality Assurance (QA)
    Scorecards & Coaching
    CSAT Analysis
    Customer Service (DACH/EN)
    Genesys Cloud
    Salesforce (CRM)
    Microsoft Excel / Google Sheets
    Process Improvement
    Communication
    Problem Solving
    Contact

    Get in Touch

    Want to chat? Feel free to send me an email with your question, and I'll get back to you as soon as I can. Please note that unsolicited messages will be ignored.