Muhammad Nadeem Aslam
Assistant Manager Quality Assurance at OLX Pakistan- Claim this Profile
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English Full professional proficiency
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Urdu Native or bilingual proficiency
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Punjabi Native or bilingual proficiency
Topline Score
Bio
Credentials
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Project Management Foundations: Quality
LinkedInMay, 2023- Oct, 2024 -
Foundations of Project Management
CourseraAug, 2022- Oct, 2024 -
Customer Analytics
CourseraJul, 2021- Oct, 2024 -
Six Sigma and The Organization (Advanced)
CourseraJul, 2021- Oct, 2024 -
Modern Supervisor Skills
Institute of Certified Professional ManagersJun, 2021- Oct, 2024 -
Introduction to Data Analytics
CourseraMay, 2021- Oct, 2024 -
SQL: Data Reporting and Analysis
LinkedInMay, 2021- Oct, 2024 -
Critical Thinking
LinkedInFeb, 2021- Oct, 2024 -
Learning Excel: Data Analysis
LinkedInFeb, 2021- Oct, 2024 -
Project Management Foundations: Requirements
LinkedInFeb, 2021- Oct, 2024 -
Project Management: Preventing Scope Creep
LinkedInFeb, 2021- Oct, 2024 -
SEO Foundations
LinkedInFeb, 2021- Oct, 2024 -
Human Resources Foundations
LinkedInMay, 2020- Oct, 2024 -
The Fundamentals of Digital Marketing
GoogleMay, 2020- Oct, 2024 -
Google Analytics Individual Qualification
GoogleFeb, 2021- Oct, 2024 -
Google Ads Display Cerification
GoogleMay, 2020- Oct, 2024 -
Ms Office
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Experience
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OLX Pakistan
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Pakistan
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Internet Publishing
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1 - 100 Employee
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Assistant Manager Quality Assurance
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Mar 2021 - Present
At OLX Group, we shape the future of trade to unlock the hidden value in everything. • Support the Quality Assurance Manager in developing and implementing quality systems and processes that ensure compliance with company standards and industry best practices for call center operations. • Develop and maintain quality control plans, evaluation procedures, and audit protocols for call center operations. • Monitor call center performance through call monitoring and analysis of key performance indicators, and provide feedback and coaching to call center representatives to improve customer service and sales outcomes. • Conduct internal audits of call center operations to ensure compliance with quality requirements and drive continuous improvement. • Collaborate with cross-functional teams to identify and implement process improvements that increase efficiency and effectiveness in call center operations. • Develop and deliver quality training programs to call center representatives and stakeholders. • Maintain up-to-date knowledge of quality standards, regulations, and best practices specific to call center operations. • Serve as the source of information and data for all areas and employees within the team. • Track quality data for Quality analytics. • Technical and constructive data analysis and daily, weekly and monthly reporting to stakeholders. Show less
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Systems Limited
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Pakistan
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IT Services and IT Consulting
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700 & Above Employee
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Lead Supervisor Quality Assurance
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Sep 2017 - Feb 2021
Managing Quality Assurance Planning and Strategy for Sales and Customer Care, in the light of client requirements, which includes Call Center, E-Channels, Complaints Management, System Processes, Management information System (MIS) and Administration. • Managed a team of more than 20 QA Analysts. Responsible for their adherence, productivity, training and development • Weekly & monthly management reporting & day to day assigned tasks from management • To ensure customers are being handled as per SOPs along with evaluation and training of new inductions and their on-boarding • Managing different sub-centers from head office (Lahore, Karachi & Bangalore), POC for sales verification projects • Responsible for all process related communications, dissemination, updates and SOP manuals to be rolled out and to get enhanced customer experience by achieving desired scores of QSL, CFL & NPS. Show less
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Allied Bank Limited
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Pakistan
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Banking
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700 & Above Employee
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Business Development Executive
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Apr 2017 - Mar 2018
• Engage in market in order to identify new business opportunities and to explain to potential customers about the various benefits of products or services offered by company as to close the business leads • Develop comprehensive knowledge about the business and its development practices, its marketing activities, prospective clients, and the trends for the industry • Establish a knowledge storehouse of clients, referrals, REPs, presentations, and prospects • Participate in forums related to the industry; conferences and client discussions. In other words, act as a representative of the company • Supervise database of client relationship management and utilize the result to manage customers and the mailing lists Show less
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Abacus Consulting
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Spain
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Business Consulting and Services
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1 - 100 Employee
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Quality Assurance & Training Specialist
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Jul 2014 - Dec 2016
• Preparation of Training need Analysis through Call Evaluations, Spot Checks, Customer Satisfaction Surveys, NPS etc.• Design, Develop & Deliver Trainings (Soft Skills, Motivational, Behavioral & Product Related) for Contact Centers, Business Centers, Newly Hired Staff• QA Analysis of all Customer Care Touch Points, Back end Teams, Telenor Sale Point channels and Corporate Account Managers• Provide ongoing support in achieving Zero % Error Level in all Quality Analysis Reports• Training of Customer Care staff on newly launched products, processes and systems. Major Projects are Telenor, SCMP, Pell, Pepsi, Pakistan Tabaco, Hardees and LRMIS• Designed, delivered and evaluated training programs for reservations sales agents that focused on customer service, leadership, communication, supervision, time management, and problem solving. Show less
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Customer Relations Officer
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Apr 2013 - Jul 2014
• Delivered Top of the Line Customer Experience by handling inbound calls at Telenor• Provided support to Floor Management Team by handling excessive workload produced at the back end in result of customer Service Requests or Complaints• Coordinated with Cross Functional Teams in order to investigate and resolve customer concerns
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Education
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2020 - 2021
University of the Punjab
Master of International Relations and Political Science, International Relations and Affairs -
2013 - 2015
University of the Punjab
Bachelor of Commerce (B.Com.), International Business/Trade/Commerce
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