Anam Afzal
Doha
Summary
Dedicated Quality Assurance Specialist and Trainer with over 11 years of progressive experience in customer service, quality assurance, and operations management across national and multinational organizations. Proven track record in managing call center operations, developing QA programs, conducting performance evaluations, employee coaching, and training. Showcasing strong leadership, communication, and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Quality Assurance Specialist & Trainer
Qatar Rail
11.2018 - 09.2023
- Monitored call center quality, developed QA programs and SOPs.
- Trained new hires, conducted one-on-one coaching, and prepared performance reports.
- Led weekly QA calibration sessions with clients and managed knowledgebases.
- Delivered operational leadership and ensured service level targets were met.
Operations Officer
Qatar Rail
11.2018 - 09.2023
- Managed day-to-day call center operations during multiple shifts.
- Led staff performance reviews, addressed operational issues, and initiated corrective actions.
- Conducted interviews and supervised new hire training processes.
Quality Assurance Team Leader
Ooredoo
02.2018 - 06.2018
- Managed QA team operations and monitored KPIs.
- Responded to non-compliance incidents with coaching and corrective actions.
- Collaborated with HR and Quality Management for operational improvements.
- Supported development of materials, aids and curriculum to direct staff in procedures and operations.
Quality Analyst
Ooredoo
03.2015 - 01.2018
- Evaluated over 200 agent calls monthly, ensuring compliance and quality standards.
- Delivered coaching on product knowledge, soft skills, and customer engagement.
Senior Customer Service Representative
Ooredoo
01.2012 - 02.2015
- Resolved customer inquiries and complaints with professionalism.
- Adhered to company scripts and guidelines, escalating complex issues when needed.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Education
High School - Science
Pakistan Education Centre
Doha, DA01.2010
Skills
- MS Office (Word, Excel, PowerPoint, Outlook)
- Oracle
- Siebel CRM
- Vocalcom
- CRM Dynamics
- Speech Log/Aspect
- Social Media Management
- Quality Assurance
- Coaching & Training
- Call Center Operations Management
- Performance Evaluation & Reporting
- Critical Thinking & Problem-Solving
- Leadership & Adaptability
- Strong Communication & Decision-Making
- Time Management & Team Collaboration
- Team collaboration
- Documentation and reporting
- Quality management systems
- Correction action planning
Personal Information
Nationality: Pakistani
Training
- International Business Etiquette
- Soft Skills & Coaching Training
- Leadership Communication Improvement
- Quality Management Foundations
- Social Media Marketing Strategy
- Customer Experience (CX) Strategy
- Time Management & Conflict Resolution
Languages
English
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)
Timeline
Quality Assurance Specialist & Trainer
Qatar Rail
11.2018 - 09.2023
Operations Officer
Qatar Rail
11.2018 - 09.2023
Quality Assurance Team Leader
Ooredoo
02.2018 - 06.2018
Quality Analyst
Ooredoo
03.2015 - 01.2018
Senior Customer Service Representative
Ooredoo
01.2012 - 02.2015
High School - Science
Pakistan Education Centre
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