Khalid Mujtaba Email & Phone Number

Karāchi, Sindh, Pakistan

Karachi

* Currently taking care of local campaigns from CIQ end

Karachi

• Plan and develop systems and procedures to improve the operating quality, customer’s satisfaction and efficiency of the organization (Google-Non voice program).• Providing coaching and feedback.• Establish employee goals and conduct employee performance reviews. • Maintain and compile and analyze monthly quality and brief in front of line manager and line directors.• Evaluating recorder calls to bring Areas of improvement and conducting different training sessions as and when required

Pakistan

• Leading 12 members inbound and 3 members of outbound QA team • Managing day to day QA department affairs• Client coordination and Strategy making • Leading internal S&P Team & Re-evaluation team • Performance related Problem Identifications• Quantify the Quality related concerns and their reasons• Real time and timely stats visibility through various Reports and Analysis• Identify the performance based outliers and areas where they are lacking

Pakistan

• Monitoring and evaluating the inbound calls.• Giving feedbacks and coaching the agents to help them improve their quality in customer services. • Taking initiatives for improving the quality of the centre.• Preparing task reports on weekly and monthly basis.• Addressing the concerns and updating the team in bi-weekly meetings • Conducting refresher trainings for the agents in order to keep them updated.• Keeping regular checks on reports, back and forth emails, Random calls in order to ensure compliance• Conducting Huddles, team meetings and special training sessions.

Pakistan

• Answering Queries related to the product.• Customer support to inbound callers. • Escalating issues and concerns to the relevant department through Emails.• Following up on the issues that are not immediately solved.• Handle the customer complaints associated with different services and products related issues and provide resolutions.• Up sell Telenor product on inbound calls after answered customer primary query.• Data collection through outgoing calls.• Survey conduction though outbound call.

Pakistan

• Deal customer on counter and on calls for international and domestic ticketing and designing trip