1. Developing and implementing quality control processes. 2. Monitoring and analyzing performance metrics. 3. Identifying areas for improvement and implementing necessary changes. 4. Ensuring compliance with industry standards and regulations. 5. Leading and managing a team of quality assurance.

POC(Point of Contact) and Senior Quality Analyst Mind-bridge(BPO) Private Ltd. Lahore, Pakistan — Aug 2017 - Present (6 years) • As a POC I will take care and attending all the weekly/bi-weekly quality calibration sessions with the clients and attending all the meetings WBR(Weekly Business Review / MBR(Monthly Business Review) and ensuring client satisfaction by meeting the requirements and deadlines .• Making reports for the clients by using Microsoft Office applications: Excel, and Power-point, Sales-force, Nexidia -Nice, Bliss Nxt• Evaluating the CSR (Customer Service Representative) Contacts and Calls for coaching them that how they can provide superior support to our customers and improve the C-SAT(Customer Satisfaction)Core Responsibilities of POC (Point of Contact)1. As a POC prepare Weekly Quality Reports to highlight the improvement areas and agents scoring below the Quality benchmark and share it with the production and clients.2. Preparing WOW CSAT Insights & Analysis, tracking & and follow-ups on JIRAs to ensure the CSAT improvement.3. I am performing deep-dive on COE/ Client Errors weekly basis, disputing the invalid ones, and highlighting them to COE to avoid any undue quality markdowns.4. Preparing Weekly NoSat Reports with category and sub-category analysis and sharing it with the clients as a POC as well as. Preparing Daily Quality Reports in timely manner and highlight the markdowns/errors and share them with the production team daily and weekly basis.5. Highlighting the improvement areas relating to BPO/COE(Client) markdowns and sharing the refresher emails with Policy Updates to improve the quality.

As a Customer Support Executive in our call center, my duties encompass a wide range of tasks. I will be responsible for answering customer inquiries, resolving issues, and providing an exceptional customer service experience. I will also be expected to maintain a high level of product knowledge to assist customers effectively. This includes understanding our products, services, and policies thoroughly. Additionally, I will be required to document all customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. We believe that my role is crucial in maintaining customer satisfaction and loyalty.