Q.A Analyst
Mobilink
مجموع سنوات الخبرة :15 years, 8 أشهر
• Quality Assurance Analyst
- Analyze performance by evaluating calls and tasks performed by the back end support team
- Engaging the support staff in daily refreshers to keep them updated and answer queries related to different processes
- Counseling of agents with low performances
- Ensure that the processes are running smoothly by day to day analysis and evaluation
- Making recommendations to make necessary changes to make customer experience better
• Mobilink Business Correspondence Unit
- Thorough Interaction with the customer (through e-mails)
- Channelizing Inter Departmental co-ordination for the escalation of complaints
- Follow ups on the daily reported Issues and Concerns
- Assisting in new product requirements
Responsible for Recovery Accounts (Outstanding and Un-paid balances).
- Maintaining monthly team rosters.
- Daily Target Achievement (Call Connectivity & Amount).
- Strategizing and Problem Resolution Provisioning against Troubled Accounts.
• Worked as Customer support Executive in Link Dot Net (Now Mobilink-BSD) in DSL support.