Hello! I'm Aya
I am a Quality Program Specialist IV within Uber’s Global Quality – Platform Support team, where I focus on strengthening and advancing quality platforms across Community Operations. My work centers on leading cross-functional projects, managing change initiatives, and ensuring the smooth delivery of platform improvements. With a background in project management, stakeholder engagement, and operational excellence, I bring together teams, drive innovation, and deliver solutions that make global quality processes more efficient and impactful.
Aya Mahmoud Ahmed Abdou
Quality Program Specialist IV (Global Quality - Platform Support)
Phone:
+01023597293
+01157001234
Email:
Address:
3 rd settlement beside the new Cairo hospital, New Cairo.
Date of Birth:
November 23th, 1986
EXPERIENCE
Uber Technologies Inc.
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Change Management: Lead and coordinate platform changes, ensuring smooth adoption and minimal disruption.
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Project Coordination: Manage projects across Platform, Rapid Response, and Innovation workstreams, aligning them with strategic objectives.
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Timeline & Milestone Management: Develop and monitor project timelines, hold teams accountable, and ensure on-time delivery.
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Project Implementation: Drive execution through proactive problem-solving and detailed follow-up.
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Cross-Functional Collaboration: Facilitate communication and coordination across departments to ensure cohesive operations.
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Stakeholder Engagement: Partner with stakeholders to align on goals, expectations, and outcomes.
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Presentation Support: Gather inputs and create impactful slide decks and materials for internal and external meetings.
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Operational Excellence: Ensure quality standards, efficiency, and best practices are applied across all platform support activities.
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Process & Platform Improvements: Identify opportunities for improvement in workflows and platform usage.
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Meeting Facilitation: Lead and support discussions that drive decision-making and project progress.
April 2025-Till Now
Quality Program Specialist IV (Global Quality - Platform Support)
Aug 2022-Till March 2025
Service Team Leader (Quality Control)
Uber Technologies Inc.
•Lead, empower, and develop a robust team of specialists within a time-sensitive and fast-paced environment to deliver high-quality/meaningful outputs that support operational critical metrics
•Be present and available for the team which includes covering the floor, answering questions, and providing real-time feedback
•Mentor team members to ensure they meet/exceed their targets/goals on a consistent basis while providing support in an effective and timely manner
•Communicate and set clear expectations for team/individual priorities to make sure the focus is on the right areas and the quality duties are being handled
•Perform team admin duties such as annual leave management, attendance/lateness monitoring, file management, etc...
•Perform root cause analysis and facilitate workshops to identify issues and solutions
•Collaborate closely with program leads to stay up-to-date team impacting changes and disseminate critical impacts to the rest of the team while communicating the “Why” behind the information or decision
•Contribute to strategic plans that will help the CAI COE Quality Team evolve to the next level and make them the best Quality Specialists possible
•Act as an ambassador of Uber’s quality mission and embody the culture of owning and driving the quality agenda.
June 2016-Oct 2017
Community Support Representative
Uber Technologies Inc.
I was one of the SSA Community Support team, who support the Sub-Saharan and South Africa’s drivers.
I joined Uber in June 2016. I am one of the second batch’s members, which made me witness Uber’s great growth from only around 20 employees until we became 270 employees back on time.
We are always supporting Uber’s drivers, providing all the needed
information.
Helping drivers starting from the signing up and onboarding process, passing by the required steps one by one till the activation, and start taking trips.
Solving the problems that face any of the drivers in any stage with them while they are Uber partners.
Helping with the payments, incentives, and guarantees.
Adhere to Drivers Operations Department policies and procedures.
Providing guidance in areas of professional matters as requested or needed.
Handle and retain all the Driver’s complaints within the SLA.
Same with the Riders, supporting all their inquiries and answering all the questions before, during, and after the rides.
Jan 2016-May 2016
English and class teacher
Baby Elite Academy
Developing and implementing lessons/work schemes.
Providing a safe and stimulating environment that facilitates learning.
Organizing and supervising play and work activities (for example reading, cooking, music, dancing etc).
Liaising with parents and professionals such as speech therapists and health visitors.
Maintaining records, monitoring, and recording progress.
April 2014-Apil 2015
1st line Customer Support
Vodafone International Services (VIS)
Provide Vodafone UK customers with all required information related to the company products and services with delighting them with superior customer service.
Providing guidance in areas of professional matters as requested or needed.
Applying the FCR concept for all customer inquiries.
Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
Follow up all customers related issues and provide timely feedback to Vodafone UK Customers.
Adhere to Customer Operations Department policies and procedures.
Provide customers with superior recommendations and actions, and be a driver
for customer’s satisfaction and Loyalty.
Perform standardized activities and tasks efficiently and effectively.
Pro-actively reinforce Vodafone’s customer care proposition during all contacts.
Handle and retain all the customers’ complaints within the SLA.
Nov 2012-Mar-2014
Customer service advisor
Wasla outsourcing company.
Answering and handling customer calls before and after selling the products.
Providing customers with all the needed and required information about the products.
Directing the customers to the branches and providing them with the addresses and telephone numbers of the nearest and the required branch.
Feb 2011-Oct 2012
Data Organizer
Ministry of Agriculture.
American Agriculture Project.
Responsible for organizing the Ministry of Agriculture data which includes (Farms, Farmers info & Crops)
Review completed projects & compare them to data already in use.
Make recommendations for improvements in data organizing.
Trains workers in use of operating systems
Aug 2009-Jan 2011
Office Administrator
Zoser Group Schools.
Responsible for employee’s adherence.
Implement & organize employee & students’ database.Oversees the employee & students’ performance.
Directs more junior innovators when needed.
June 2016-Oct 2017
Community Support Representative
Uber Technologies Inc.
I was one of the SSA Community Support team, who support the Sub-Saharan and South Africa’s drivers.
I joined Uber in June 2016. I am one of the second batch’s members, which made me witness Uber’s great growth from only around 20 employees until we became 270 employees back on time.
We are always supporting Uber’s drivers, providing all the needed
information.
Helping drivers starting from the signing up and onboarding process, passing by the required steps one by one till the activation, and start taking trips.
Solving the problems that face any of the drivers in any stage with them while they are Uber partners.
Helping with the payments, incentives, and guarantees.
Adhere to Drivers Operations Department policies and procedures.
Providing guidance in areas of professional matters as requested or needed.
Handle and retain all the Driver’s complaints within the SLA.
Same with the Riders, supporting all their inquiries and answering all the questions before, during, and after the rides.
Jan 2016-May 2016
English and class teacher
Baby Elite Academy
Developing and implementing lessons/work schemes.
Providing a safe and stimulating environment that facilitates learning.
Organizing and supervising play and work activities (for example reading, cooking, music, dancing etc).
Liaising with parents and professionals such as speech therapists and health visitors.
Maintaining records, monitoring, and recording progress.
April 2014-Apil 2015
1st line Customer Support
Vodafone International Services (VIS)
Provide Vodafone UK customers with all required information related to the company products and services with delighting them with superior customer service.
Providing guidance in areas of professional matters as requested or needed.
Applying the FCR concept for all customer inquiries.
Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
Follow up all customers related issues and provide timely feedback to Vodafone UK Customers.
Adhere to Customer Operations Department policies and procedures.
Provide customers with superior recommendations and actions, and be a driver
for customer’s satisfaction and Loyalty.
Perform standardized activities and tasks efficiently and effectively.
Pro-actively reinforce Vodafone’s customer care proposition during all contacts.
Handle and retain all the customers’ complaints within the SLA.
Nov 2012-Mar-2014
Customer service advisor
Wasla outsourcing company.
Answering and handling customer calls before and after selling the products.
Providing customers with all the needed and required information about the products.
Directing the customers to the branches and providing them with the addresses and telephone numbers of the nearest and the required branch.
Feb 2011-Oct 2012
Data Organizer
Ministry of Agriculture.
American Agriculture Project.
Responsible for organizing the Ministry of Agriculture data which includes (Farms, Farmers info & Crops)
Review completed projects & compare them to data already in use.
Make recommendations for improvements in data organizing.
Trains workers in use of operating systems
Aug 2009-Jan 2011
Office Administrator
Zoser Group Schools.
Responsible for employee’s adherence.
Implement & organize employee & students’ database.Oversees the employee & students’ performance.
Directs more junior innovators when needed.
Uber Technologies Inc.
I have started as a quality auditor for the Sub-Saharan Africa Driver team for the in-app support, then, as an auditor for the Sub-Saharan Africa rider team for both in-app and phone support.
Helping in creating and editing quality assurance policies and procedures.
Providing better insights to the stakeholders on how to make sure that agents and all the candidates can provide better service and reaching the customer's satisfaction.
Review the implementation and efficiency of quality.
Document internal audits and other quality assurance activities.
Auditing contacts when the company replied to customer's questions, concerns and issues.
Analyze data to identify areas for improvement in the quality system.
Develop, recommend, and monitor corrective and preventive actions.
Prepare reports to communicate outcomes of quality activities with the stakeholders.
Identify training needs and organize training interventions to make sure that all meet the quality standards.
Evaluate audit findings and implement appropriate corrective actions.
Assure ongoing compliance with quality.
Oct 2017-Aug 2022
Quality assurance specialist
Education
Jan 2012-May 2012
Course Completed and Certified
RCC (Russian Culture Center)
ICDL by the Russian Culture Center in Cairo.
Jan 2010-May 2010
Course Completed and Certified
AGC
Certified expert in G suit
Jan 2010-May 2010
Course Completed and Certified
AGC
Training in operating system Windows XP, Office.
Jan 2010-April 2010
Course Completed and Certified
American University in Cairo
Course of General English certified by the American University in Cairo.
Oct 2008- Oct 2009
Course Completed and Certified
Cairo University
Arabic Intensive course for linguist proof leaders skills.
Organized by Faculty of Dar El Ulum, Cairo University, and Foundation of Award of Albabteen for Poetic Creativity.
April 2008-Sep 2008
Course Completed and Certified
Cairo University
Arabic Intensive course for linguist proof leaders.
2004-2008
Bachelor's Degree
Ain Shams University
Arabic Language and Islamic studies at the Faculty of Education.
Degree: B.Sc. Arts & Education.
University: Ain Shams.
Graduation Year: 2008.
Cumulative Grade: Good.
SKILLS
Windows OS & MS - Office products- Very good
Microsoft Word - Advanced
Power Point - Proficient
Google sheets - Intermediate
Arabic - Mother Tongue
English - Fluent written and spoken