 Leading Quality Assurance & WFM Unit
 Developed Quality Assurance Unit to ensure Quality Services being provided in Contact Center
 Leading C-SAT to improve Helpline Quality Services
 Managing SLAs
 Generating management dashboards and reporting

 Managed Key Accounts (E-Commerce).
 Ensured smooth delivery of Products end to end
 Lead Process Improvement and Complaint Management.

 Managing Financial Services Customer service and corporate support operations
 Cross-sell a variety of banking products including Bill Payment, Money Transfer, ATM, Insurance, savings and promote products and services of Mobile Financial Services
 Responsible for achieving high customer satisfaction through high quality services & ensuring unit meets / exceeds Service Level, FCR, CSI & Quality Scores

 Managing Telenor Pakistan's Outsourced Contact Center; a team of 500+ agents serving customers through different touch points (Voice, SMS, IVR, Email & Web chat )
 Engage OSP teams to improve performance & Share /implement best practices
 Establish strong communication channels with OSPs management team for effective communication of expectations and performance management
 Liaising with CCD Management, Support and In-house Units to ensure uniformity of customer experience and policies

 Leading the team of Quality Officers to gauge Customer Experience, check compliance and providing support to improve FCR & CSI
across all Customer Care
 Providing fact based VOC analysis / Reports & presentation to management
 Run Process improvement initiatives based on feedback received from agents
 Oversee VOC gathering process (e.g. data extraction, notification of frontline employees, etc.) & identification of inner and outer
circle
 Standardizing quality procedures and ensure implementation across all the Centers

 Handling Customers on Call
 Complaint Management
 Cross selling Different Services and Products on Call