Customer Support & Quality Assurance Executive with 3+ years in BPO, tech, and remote environments. Currently driving quality standards for Amazon at IBEX, ensuring compliance, service excellence, and continuous improvement. Skilled in managing support operations, maintaining CSAT and performance metrics, and identifying insights that enhance customer satisfaction. Known for a data-driven approach, cross-functional collaboration, and delivering consistent, high-impact results.
Hi, I’m
MUHAMMAD JAVED KHAN
Quality Assurance Executive – Customer Service
Lahore
Summary
Overview
2
years of professional experience
4046
years of post-secondary education
2
Certifications
Work History
IBEX Global
Quality Assurance Executive (Amazon)
11.2024 - Current
Job overview
- Ensured the highest quality standards across all service operations, enhancing customer experience and support consistency.
- Collaborated with cross-functional teams to identify root causes and resolve quality issues, resulting in measurable improvements in client satisfaction by 15%.
- Monitored compliance and evaluated agent performance to support training and service excellence.
- Developed and refined QA processes aligned with Amazon’s customer-centric philosophy.
IBEX Global
Tier 1 Customer Support (Amazon)
07.2024 - 11.2024
Job overview
- Delivered prompt, accurate support to resolve customer issues across chat, email & voice.
- Maintained high CSAT, first-response, and resolution time metrics in a fast-paced environment.
- Adapted quickly to process updates and tools to enhance service delivery.
- Collaborated on escalations to ensure seamless resolution and customer satisfaction.
- Contributed to process improvements using data insights.
IBEX Global
Tier 1 Support Specialist (Western Union)
05.2024 - 07.2024
Job overview
- Resolved customer queries with clarity and speed, ensuring high satisfaction.
- Handled support tickets efficiently while meeting compliance standards.
- Led internal training on compliance and CSAT best practices.
- Adapted quickly to product updates and integrated them into support processes.
- Collaborated cross-functionally to resolve escalated and complex issues.
SkilTrak
Marketing Manager (Remote)
06.2023 - 04.2024
Job overview
- Led onboarding of partner colleges and streamlined student placement operations.
- Built strategic B2B partnerships, expanding client base and service reach.
- Managed SEO and social media campaigns to boost brand visibility.
- Collaborated with teams to improve placement workflows and student outcomes.
- Strengthened brand position in the Australian education and training market.
Education
Virtual University of Pakistan
Business Administration
University Overview
Punjab Group of Colleges
Intermediate from Commerce
University Overview
Skills
Quality Assurance & Compliance Auditing
Certification
Specialization in SEO, UC Davis, Coursera certifies my successful completion of the University of California, Davis Search Engine Optimization (SEO) Specialization.
Timeline
Quality Assurance Executive (Amazon)
IBEX Global
11.2024 - Current
Tier 1 Customer Support (Amazon)
IBEX Global
07.2024 - 11.2024
Tier 1 Support Specialist (Western Union)
IBEX Global
05.2024 - 07.2024
Marketing Manager (Remote)
SkilTrak
06.2023 - 04.2024
Virtual University of Pakistan
Business Administration
12.2025
Punjab Group of Colleges
Intermediate from Commerce
05.2019
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