Osama Malik Email & Phone Number

Islāmābād, Pakistan

Quality Assurance Evaluator-Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.-Contribute to call calibration sessions to evaluate agent performance.-Identify lapses in agents’ performance and provide constructive feedback for improvement.-Engage in customer listening to identify customer pain points and expectations.-Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.-Serve as an intermediary for escalations from agents and customers.-Ensures communication is effectively delivered and appropriately addresses all customer concerns.Submittor/Data EntryInsert customer and account data by inputting text based and numerical information from source documents within time limitsCompile, verify accuracy and sort information according to priorities to prepare source data for computer entryReview data for deficiencies or errors, correct any incompatibilities if possible and check outputResearch and obtain further information for incomplete entriesApply data program techniques and procedures.

Expertise in Customer Relation and Audits|Analysis|Process Improvement|CRM Transformation.● Objectively evaluate and audit customer interactions, identifying gaps in business practices, tools, and knowledge, and providing recommendations back to the organization.●Set and implement quality assurance standards, procedures, and follow-up mechanisms.●Work with internal and external stakeholders to develop an objective process that improves the customer experience and associate engagement.●Develop and implement process improvements, quality standards, and performance expectations for teams that deal directly with customers.●Hold calibration sessions to determine rubric scores based on objective observation.●Deliver high-quality project reports, including different quality performance reports on a daily, weekly, and monthly basis, including quality evaluations and compliance reviews.●Provide stakeholders with assistance in identifying opportunities.●Provide plans to improve the quality score using different methods based on the analysis and the results●Achieve the set KPIs and targets in a high-pressure environment.