Services offered
Highly committed self-motivated and Certified Quality Assurance professional with twenty years of experience. Solid history of achievement in Quality Assurance, KPI Development, Business Process Development & Improvement, Reengineering, Standardization, Account Relationship, Risk Assessment, Risk Mitigation, Audit, Compliance, Scorecard, SLA development and Monitoring to gauge output and its projection to Top Management. Ability to meet deadlines and to work under pressure. Experienced in working with cross functional teams, stakeholders across organization and vendors in challenging and time bound situations for achievement of a common goals assigned by management.
Experience
KeepTruckin
Designation Manager Quality Program
Department Support Enablement
Period June 2021 – Present
Major Responsibilities
Development of a Quality program and framework to ensure our technical staff is providing an excellent customer experience for our growing user base, across multiple tiers, submission channels and languages. Develop actionable cross-functional action plans for CSAT & NPS improvement initiatives for leadership to implement.
British Council
Designation Manager Compliance & Business Assurance
Department Examination Services
Period Nov 2018 – June 2021
Major Responsibilities
To monitor and audit compliance with British Council and awarding body regulations and quality standards regarding the management of confidential exam materials, pre and post exam administration, and test day procedures.
Ufone PTML (Pak Telecom Mobile Limited Etisalat)
Designation Manager Quality Monitoring
Department Customer Services
Period Mar 2011 - Oct 2018
Major Responsibilities
Development and implementation of KPI structures for entire Customer services to standardize and enhance the quality of services provided to the customer. Collaboration with clients to maintain healthy relationships. Ensuring compliance with ISO 9001 standards in Customer Services by process evaluation
Education
Bachelor in Commerce
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