Hina Ehsan
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Quality Assurance Supervisor (Jazz Pakistan Project)
Abacus consulting
B.A Hons.
Kinnaird College for Women University
Summary
Experienced Quality Assurance Lead with a demonstrated history of 10 Years in the telecommunication industry. Skilled in Communication, Backend Operations, People Management, Teamwork, Team Coordination, and Skilled Multi-tasker. Strong operations professional with Bachelors In B.A Hons. from Kinnaird College For Women Lahore.
Experience
Quality Assurance Supervisor (Jazz Pakistan Project) - Abacus consulting
2020 - Present
• Records listens and evaluates technical calls as per Process and policy.
• Provide daily and constructive feedback to agents via Email and daily Huddle sessions.
• Provide feedback and insights to Clients to identification and improvement or process gap.
• Provide coaching feedback and calibration sessions with the Client.
• Track quality data for Quality analytics.
• Training New agents for the project also arrange practical or written quiz of trainee agents
• Daily / weekly reporting and other duties as assigned.
Backend Operations Executive (Jazz Pakistan Project) - Abacus consulting
2019 - 2020
• Business Escalations ( Jazz / Warid )
• Jazz Adjustment Team Escalations
• Ad-Hoc Escalations
• Postpaid / Prepaid Escalations
Operations Specialist - Jazz Pakistan
2019 - 2019
• Consumer Complaint handling
• Daily / Monthly Dashboard Reporting
• Ad-Hoc Complaints
• B2B Customer complaint handling
• Initiatives & Projects
Executive Postpaid Service Recovery - Jazz Pakistan
2017 - 2019
• To Cater Daily Assigned Tasks Received from different channels
• Co-ordination with in-House /Vendor teams
• Ensure proper follow-up for the complaints and resolution
• Initiatives for Empowering front end teams & increase efficiency in daily workload
Honours And Awards
October 2015 : Excellence Award Achieved 2015 - Telenor Pakistan
March 2012 : PREPAID IDEA CAMPAIGN 2012 - Telenor Pakistan
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