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Muhammad Waqar, Quality Assurance (QA) Specialist

Muhammad Waqar

Quality Assurance (QA) Specialist·ChatPro

Pakistan

Bachelor's degree, Fine Arts

Work experience

Total years of experience: 5 years, 5 months

Quality Assurance (QA) Specialist

November 2024 - May 2026

ChatPro

Agupit, Philippines •Remote

November 2024 - May 2026

• Evaluate customer support conversations and maintain quality standards.
• Review agent performance and identify improvement opportunities.
• Prepare QA feedback reports and performance assessments.
• Ensure compliance with company procedures and customer service guidelines.
• Assist management in improving operational efficiency and service quality.
Company industry:
Call Centers & Customer Care Outsourcing

Head CSR (Team Lead)

November 2024 - May 2026

ChatPro

Aguilar, Philippines •Remote

November 2024 - May 2026

• Managed and supervised customer support representatives.
• Monitored team productivity and service quality.
• Assisted agents with escalated customer concerns.
• Coordinated with management regarding team performance.
• Supported onboarding and guidance of team members.
Company industry:
Call Centers & Customer Care Outsourcing

Customer Service Representative (CSR)

November 2024 - May 2026

ChatPro

Lahore, Pakistan

November 2024 - May 2026

• Handled customer inquiries through chat support channels.
• Resolved customer concerns professionally and efficiently.
• Maintained high customer satisfaction standards.
• Escalated complex cases when required.
• Maintained accurate records of customer interactions.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Digital Marketing Specialist

March 2023 - October 2024

Vox Genius

Bojia, China •Remote

March 2023 - October 2024

• Executed Telegram marketing campaigns and audience outreach strategies.
• Promoted products and services through online communities and channels.
• Generated leads and customer engagement through digital platforms.
• Assisted in customer acquisition and online brand visibility efforts.
• Monitored campaign effectiveness and engagement performance.
Company industry:
Marketing
Job role:
Marketing and PR

UK Call Center Representative

November 2022 - October 2023

Velzio

Lahore, Pakistan

November 2022 - October 2023

• Managed customer interactions for UK-based campaigns.
• Conducted sales-focused communication and objection handling.
• Built customer relationships and improved conversion opportunities.
• Achieved campaign performance and productivity goals.
• Delivered professional support using advanced English communication.
Company industry:
Call Centers & Customer Care Outsourcing

Canadian Call Center Representative

December 2020 - September 2022

Apple Tone Tech

Lahore, Pakistan

December 2020 - September 2022

• Conducted cold calling campaigns targeting Canadian customers.
• Promoted and sold products using profit-based sales models.
• Generated leads and converted prospects into customers.
• Handled objections and negotiated effectively.
• Consistently worked toward sales and revenue targets.
Company industry:
Call Centers & Customer Care Outsourcing

Education

Lahore University

January 2023

January 2023

Bachelor's degree, Fine Arts

Pakistan

Unique Science Academy

January 2020

January 2020

High school or equivalent, Fine Arts

Pakistan

English Foundation High School

October 2018

October 2018

High school or equivalent, Computer Science

Pakistan

Skills

Team Management
Expert
Team Management
Expert
Client Communication
Expert
Client Communication
Expert
Customer Service
Expert
Customer Service
Expert
Chat Support
Expert
Chat Support
Expert
Problem Solving
Expert
Problem Solving
Expert

Languages

English

Expert

Urdu

Native Speaker

Training and Certifications

Training
SEO
WebFx
Apr 2026

Hobbies and interests

Learning New Skills

Maintained high customer satisfaction through effective communication.