MUHAMMAD FAHAD MAZHAR
Senior Executive Quality Executive
Islamabad,Pakistan
Summary
Quality Assurance specialist with a history of working in a growth environment. Skilled in Quality Evaluations, Data Analysis & Teamwork. Strong Quality Assurance professional with a Masters of Business Administration degree.
Overview
6
6
years of professional experience
Work History
Senior Executive Quality Assurance
National Credit Recovery Inc
4 2020 - Current
- Responsible to perform the evaluation of the calls that are being taken by the agents
- Data analysis for the measurement of the agents performance
- Reporting of data to respective clients
- Organizing calibration sessions with all the clients to review Calls
- Training of new QA evaluators.
Quality Assurance Associate
National Credit Recovery Inc
10.2020 - 04.2022
- Responsible to listen the recorded and live interaction of CSRs with customers to evaluate the performance
- Training of the agents regarding their mistakes during the calls
- Giving feedback to the supervisors regarding their agents.
Quality Assurance Officer
Abacus Consulting
02.2019 - 10.2020
- Responsible to listen the recorded and live interaction of CSRs with customers to evaluate their performance
- Provided feedback and scores to CSRs and their supervisors
- Created reports summarizing the evaluations highlighting strength and areas of improvement
- Gave training to CSRs to improve their skills and meet quality standards
- Collected and analyze customer feedback to identify common issues and concerns.
Customer Service Representative
Abacus Consulting
03.2018 - 02.2019
- Managed large amount of inbound and outbound calls in a timely manner
- Assisted customers in resolving their issues and problems
- Provided accurate and detailed information about products, services and policies to assist customers.
Education
MBA- MARKETING -
Iqra University
2019
B.COM -
Punjab University
2014
Skills
- Communication Skills
- Technical Proficiency
- Analytical Skills
- Microsoft Office
- Time Management
- Problem Solving Skills
- Communication Skills
Timeline
Quality Assurance Associate
National Credit Recovery Inc
10.2020 - 04.2022
Quality Assurance Officer
Abacus Consulting
02.2019 - 10.2020
Customer Service Representative
Abacus Consulting
03.2018 - 02.2019
Senior Executive Quality Assurance
National Credit Recovery Inc
4 2020 - Current
MBA- MARKETING -
Iqra University
B.COM -
Punjab University
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