The story between your brand and every potential customer begins with a commitment to
understanding their needs. The Qualidad helps you develop strategies and implement changes that
enhance every aspect of your customer’s experience and pave the way to a future of loyalty
between you.
Let Us Help You in Your Trial by Fire
The Qualidad is a team of dedicated individuals who are passionate about finding innovative ways
to help clients make the most out of their business. We know and value the hard work, long hours
and courage it takes to build a brand from the ground up, which is why we always go the extra
mile to streamline business processes that serve you best.
“Mystery Shopping Services Dedicated to Making You a Market-Leading Brand”
The Experts That’ll Separate You From the Rest
The Qualidad’s speciality covers consumer research, intelligence, mystery shopping and phone
call evaluations, to name a few. Our employees work the frontline with years of hands-on
experience and industry know-how to give your brand’s foundation the boost it needs. As a
leading quality control solution provider, we have been helping companies enhance their
potential and empower them to achieve more.
We’re here to support everyone, from established enterprises to startups and across a myriad
of industries. By dedicating our team’s every effort and resources to analysing SOPs,
guidelines and compliance, we develop a thorough understanding of your operations and
technology to craft tailored solutions that guarantee results.
Our Team
Gihan El-Matbouly
Founder & CEO
Gihan El-Matbouly
Founder & CEO
As a quality control and service excellence leader with over 20 years of experience in the field,
Gihan’s ultimate mission is to be an ambassador of change. Over the years, her expertise in
organisational development, project management and consulting has been a vessel to improve entire
business’ performance and strategy across a myriad of industries—including real estate, hospitality
and
entertainment, among others.
She believes that the driving success of a business’ services is founded in data metrics and
analytics;
with actionable insight and professional guidance, there is limitless growth potential. Gihan
founded
The Qualidad to help companies around the world enhance their mindset, culture and customer
experience
to inspire cross-organisational change.
Esraa Kamal
Business Dev. Manager
Aseem Kapoor
Associate Partner
Aseem Kapoor
Founder & CEO, ARK People Solutions
Aseem Kapoor is a veteran human resources and talent expert, who believes that people build
organisations, deliver experiences and drive success. As the soul of a company, people thrive in an
environment where a purpose-driven culture is critical to drive the guest experience and eventually
the overall goal of the organisation. He specialises in working with organisations to bring their
brand to life through their people by helping them define their purpose and identify key behaviours
and rituals that will bring the culture to life. As a one-stop shop HR outsourcing solution for all
aspects of the People Cycle, he endeavours to being best in class practices to our clients through
bespoke frameworks, learning journeys and digital solutions.
Gihan El-Matbouly
Founder & CEO
As a quality control and service excellence leader with over 20 years of experience in the field,
Gihan’s ultimate mission is to be an ambassador of change. Over the years, her expertise in
organisational development, project management and consulting has been a vessel to improve entire
business’ performance and strategy across a myriad of industries—including real estate, hospitality
and
entertainment, among others.
She believes that the driving success of a business’ services is founded in data metrics and
analytics;
with actionable insight and professional guidance, there is limitless growth potential. Gihan
founded
The Qualidad to help companies around the world enhance their mindset, culture and customer
experience
to inspire cross-organisational change.
Aseem Kapoor
Founder & CEO, ARK People Solutions
Aseem Kapoor is a veteran human resources and talent expert, who believes that people build
organisations, deliver experiences and drive success. As the soul of a company, people thrive in an
environment where a purpose-driven culture is critical to drive the guest experience and eventually
the overall goal of the organisation. He specialises in working with organisations to bring their
brand to life through their people by helping them define their purpose and identify key behaviours
and rituals that will bring the culture to life. As a one-stop shop HR outsourcing solution for all
aspects of the People Cycle, he endeavours to being best in class practices to our clients through
bespoke frameworks, learning journeys and digital solutions.
Ola Attia
General Manager
Finding potential in people and business is second nature to Ola. She has amassed over 18 years of
HR
experience at several multinational corporations. And no matter how large the company, her passion
and
philosophy has always been to support team members and dedicate efforts to resource management.
Understanding the intricacies of employee performance and management, as well as meticulously
evaluating
the markers of superior customer service has helped Ola navigate and hone every aspect of the
quality
control, service excellence and mystery shopping process.
Board of Advisors
Nader Nassar
Consultant
Mayada Elkordy
Talent & Learning
Mahmoud Nsouli
Experiential Marketing
Mahmoud Nsouli
Experiential Marketing
Mr. Mahmoud Nsouli, Chief Happiness Officer established Mars Experience in August 2020.
Before the role of CHO, Mahmoud served as Head of Marketing, Events and Partnerships for the brand,
spanning across a hugely success four-year period, he played a vital part helping Emaar shape the
acclaim for their world-renowned assets and communities.
Mahmoud has established himself as a proven success driver for Emaar, playing an integral role in
the company’s achievement when clinching a Guinness World Record for the “Largest Light and Sound
Show on a Single Building” during Emaar’s world-famous Burj Khalifa, New Year’s Eve shows.
With global experience working for the past 20 years across the MENA, EU & CIS regions, Mahmoud
started his journey as a Bachelor of the Arts, in Hospitality and Events Management in the early
2000’s.
Mahmoud Nsouli
Experiential Marketing
Mr. Mahmoud Nsouli, Chief Happiness Officer established Mars Experience in August 2020.
Before the role of CHO, Mahmoud served as Head of Marketing, Events and Partnerships for the brand,
spanning across a hugely success four-year period, he played a vital part helping Emaar shape the
acclaim for their world-renowned assets and communities.
Mahmoud has established himself as a proven success driver for Emaar, playing an integral role in the
company’s achievement when clinching a Guinness World Record for the “Largest Light and Sound Show on a
Single Building” during Emaar’s world-famous Burj Khalifa, New Year’s Eve shows.
With global experience working for the past 20 years across the MENA, EU & CIS regions, Mahmoud started
his journey as a Bachelor of the Arts, in Hospitality and Events Management in the early 2000’s.
The Qualidad Advantage
Global Coverage to Help You Scale
Our multicultural collective represents almost every corner of the world. This positions our
insight on industries, markets and any audience range easily from an international
perspective.
The Qualidad’s business consultants take your geographical location into account when
strategising between business processes to give you bespoke, effective solutions that can be
implemented with ease.
An Approach That Reflects Your Goals
All our distinct methods have one thing in common: a holistic approach.
We cover all our
bases to
help you review your products, services, employees and unique brand potential to achieve
optimal
business excellence. We discuss your aspirations and devise a step-by-step process to carry
out
quality control and achieve your goals. We foster a detail-oriented company culture, which
means
we leave no stone unturned for our client’s success.
Multifaceted Analysis & Recommendations
The Qualidad’s meticulous precision is paired with a passion for generating value and
driving results. We execute a thorough audit and analysis of your business, even if it entails
running research multiple times. By analysing your business from every angle, we can provide much
more accurate and comprehensive results. This extensive procedure extends to analysis and
recommendations alike.
A Focus on Customer Experience
We have cultivated boundless experience with optimising and generating
bespoke customer
experiences for clients across the globe. This includes, but isn’t limited to, survey
formats,
website design and customer journey. Partnering with us gives you The Qualidad edge; we’ll
pinpoint attributes and behaviours that drive conversion, enhance performance and satisfy
customers.
Who We Are
The Qualidad is built on a foundation of transparency and empowerment. It all started with a small group
of
highly motivated and innovative individuals who value quality of service above all else. Our founder
collected sales and worked directly alongside customer experience specialists and business consultants
under
one roof, with the shared goal of helping businesses of all industries and sizes grow into their
potential.
Supporting a diverse range of clients has offered us unique actionable insights that broadened our
horizons
in an unprecedented manner. Since opening our doors, we have built a strong reputation for discipline
and
ingenuity. Our journey continues to flourish, and we’re certain that as we navigate every new client
toward
success, we achieve our ultimate goal.
The individual experiences our key members developed before launching The Qualidad have had an immense
impact
on who we are and the care with which we help our clients. As reflected in our testimonials, we have
guided
businesses toward service excellence and improved efficiency. From the automotive industry to
healthcare,
education, rentals, real estate and more, The Qualidad is here to take you to the next level.
Our Achievements
Over the years, our resolve to help clients grow has only strengthened as we work continually to help you
dream bigger and achieve new heights of success. Here is an overview of what we have accomplished so
far,
and what we can help you with:
Asset Improvement
After carefully analysing businesses, their assets, competitors, and overall market
sentiments, we have created an assortment of findings that improve business assets now or
for future projects and expansions, depending on your specific needs.
Customer Satisfaction
Tried and tested methods developed over years will ensure your
organisation achieves higher
customer satisfaction rates by addressing their concerns in the most efficient manner
possible. This includes reducing wait times, improving communications, facilitating customer
journeys, to name a few.
Staff Awareness
With the help of carefully articulated guidelines and SOPs devised after careful analysis, we
create staff awareness by focusing on every meticulous detail. We aim to find and rectify
issues before they are reported by Mystery Shoppers.
Action Plan & KPI Management
We have helped numerous organisations streamline their goals and
managerial capabilities by
consolidating our findings through analysis and mystery shopping ventures. This has
maximised our ability to identify specific areas, services, and KPIs that require
enhancement.
Business Performance
KPIs need to be set at a realistic standard so that individuals don’t feel prematurely
demoralised. We have aligned analysis results with the KPIs for organisations as a whole,
departments, and separate teams to ensure maximum productivity and improved staff
performance.
Improving Communication Channels
An organisation is only as effective as its communication modes. To
ensure that there are no
inefficiencies in the business processes, our strategies have improved various channels of
communication for companies, departments and teams.
