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Islamabad
Farooq Ahmed Khan

Farooq Ahmed Khan

Quality Assurance professional | CX Experience

Customer Service / Support

Islamabad

Social

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. 

Customer experience
Quality assurance
Kpi development
Compliance
Audit
Risk assessment
Approximate rate: PKR₨ 1,000 per hour

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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