MIAN UBAID UR REHMAN
Islamabad
Summary
Results-driven Quality Assurance Specialist with a focus on training and data analysis. Improved team performance through targeted training programs while managing diverse teams. Strong skills in Microsoft Excel facilitate process enhancements and increased productivity. Adaptable to changing environments and skilled in maintaining high quality under pressure.
Overview
11
11
years of professional experience
Work History
Collection QA and L&D Specialist
PHI Consulting
08.2022 - Current
- Developed lesson plans, instructional materials and written practice tests for collections to improve recoveries.
- Trained new agents on product and SOPs of the company.
- Facilitated weekly collaboration sessions to identify and address improvement areas with agents.
- Conducted live monitoring and compliance audits to ensure adherence to company SOPs.
- Evaluated collections calls and provided feedback.
- Monitored calls daily to minimize quality issues.
- Created Excel spreadsheets for daily, weekly, and monthly reporting to streamline data tracking.
Quality Assurance Specialist
Touchstone Communications
02.2019 - 08.2022
- Updated team leadership on quality metrics, highlighting consistency issues and production deficiencies.
- Trained staff on improved processes in collaboration with management.
- Prepared diverse written communications, reports, and documentation.
- Evaluated multiple campaigns like, Guidance, Education dynamics, Solar, Auto Insurance, Medicare, Callrevu, Humanatic, Final Expense, Health Insurance and Mortgage.
Team Lead
Sybrid Private Limited
03.2018 - 02.2019
- Achieved and exceeded sales goals through dedication to identifying and pursuing new opportunities.
- Streamlined team sales processes to increase productivity and decrease closing time.
- Trained, coached and mentored new sales associates for maximum performance.
- Led team of 20, enhancing skills through shadowing sessions and live monitoring.
- Provided sales managers with accurate, detailed reports to inform decision-making.
Transcriptionist
Touchstone Communications
03.2016 - 02.2018
- Transcribed audio recordings into precise written documents, meeting diverse client needs.
- Executed transcription projects for Humanatic, Callrevu, and legal clients, ensuring accurate verbatim and summarized documents.
- Reviewed transcriptions for accuracy and consistency before final submission.
- Utilized transcription software to optimize workflow and improve project turnaround times.
Sales Executive
Touchstone Communications
11.2014 - 02.2016
- Achieved sales goals and service targets by cultivating and securing new customer relationships, enhancing overall customer satisfaction.
- Increased revenue through implementation of effective sales strategies across entire sales cycle from prospecting to closing.
- Executed targeted marketing campaigns, including Solar, Auto Insurance, Medicare, Final Expense, and Mortgage, to effectively engage and convert audiences.
Education
B.A -
Allama Iqbal Open University
Islamabad08-2024
F.A -
Federal Board of Intermediate And Secondary Education
Islamabad06-2021
Matriculation -
Federal Board of Intermediate And Secondary Education
Islamabad06-2016
Skills
- Quality Control CRMs
- Training
- L&D
- Data Analysis
- Data Reporting
- Call Quality Assessment
- Customer Service Software
- Hubspot
- Zoho
- Aircall
- Contact Center Solutions
- Cloud Contact Center
- Microsoft Office
- Excel
- Word
- Power Point
- Slack
- Team Management
- Leadership
Personal Information
Date of Birth: 05/23/97
Languages
- English
- Pashto
- Urdu
Timeline
Collection QA and L&D Specialist
PHI Consulting
08.2022 - Current
Quality Assurance Specialist
Touchstone Communications
02.2019 - 08.2022
Team Lead
Sybrid Private Limited
03.2018 - 02.2019
Transcriptionist
Touchstone Communications
03.2016 - 02.2018
Sales Executive
Touchstone Communications
11.2014 - 02.2016
B.A -
Allama Iqbal Open University
F.A -
Federal Board of Intermediate And Secondary Education
Matriculation -
Federal Board of Intermediate And Secondary Education