usama khan

Senior Quality Assurance Executive/Coordinator

• Job Details:Observing the daily operations of employees & identifying any areas of improvement. Preparing procedures and policies. Evaluating calls, emails, live chat, and providing feedback to agents/managers. Providing reports on agent’s performance to the higher management. Liaising with the team leaders and managers to conduct on-the-job coaching. Measuring the effectiveness of training sessions and preparing individual or team progress reports.

Quality Assurance Executive

• Job Details:Resolve call scoring disputes, questions, and inquiries. Providing feedback to sales agents, and team managers as well. Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

Customer Support Officer/Backup Supervisor

• Job Details:Managing workflow & training new employees. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. Making sure that the team members are not exceeding the aux, sales reps are doing their work accurately and have enough product knowledge.