Jawwad Khan

Experience

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  Jazz formerly known as Mobilink Ltd

  Jan 2004 - Nov 2006

  Quality Assurance Analyst

  I was promoted to Quality Assurance Standardization and Training Department of CS Systems in Mobilink and performing my job As QA Analyst. At my last job I was responsible for Quality Assurance and Standardizing all the Policies and procedures with reference to Customer requests and complaints, taking care of the New Hired Batches, conducting refreshers for Call Center Staff. Daily Monitoring of Calls and Responsible for Monthly service level Reports.Quality Assurance Projects @ Mobilink; I have been working as Q.A Analyst in Mobilink GSM an Orascom Telecom from December 2005 till June 2006.I was responsible for the Quality Assurance & Standardization of CS Systems Nationwide.Key Roles of QA Analyst: Major areas were Random Call Monitoring of 3 Contact centers i.e. Lahore, Karachi and Islamabad. By monitoring calls evaluate the week areas of both CSRs and Systems. Developed TNAs for the existing CSRs and new hires. SOPs (Standard Operating Procedures) i.e. Policy making for the response to callers queries and complaints. Trained new hired badges and delivered refreshers to the old CSRs. Show less

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  Pakistan Mobile Communications Ltd

  Jan 2006 - Jan 2007

  Quality Assurance Supervisor

  Joined Islamabad Call Center Quality Assurance department from July 2006 till the time as Quality Assurance Supervisor and monitored the micro quality of the CSRs which counts towards the Monthly ABU reports. Evaluated and couched the teams in weaker areas of CSRs, sent Quality daily updates to the floor, conducted quizzes.Major assignment was given on the project of Customer Satisfaction based on a survey report of Test calls made to asses the Caller's Satisfaction when dials Mobilink Help Line and how does he feels i.e. Satisfactory or Unsatisfactory. I have developed a comprehensive report with action plan which proved to be very handy in improving customer satisfaction and Exceeding Customer expectation.; At my last job I was appointed as Assistant Manager Marketing in a software house named Softrade International a sister concern of Platinum Group of companies. There I was responsible for making the Business Plans, Marketing Strategies for the products made by the company. Show less

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  ZonG CMPak a China Mobile Company

  Jan 2007 - Jan 2016

  In-depth analysis & data mining of all CVM related data reports, along with special analysis in case of data anomalies.Campaign post-analysis framework, conducting all post-analysis and sharing necessary findings with management.Development of deep customer insights using quantitative and qualitative data to support recommended improvements. CVM campaign designing based on business requirements shared by stakeholder departments.Advanced analytics to assist in churn modeling, segmentation, social network analysis & its utilization in CVM. With the Technical background to assist in operational issues of running IBM tools like UNICA and SPSS modeler, including SQL knowledge. Effectively communicate & present strategies, campaign outcomes & CLM based plans to management. Responsible for Planning & execution of campaigns comprising of ARPU Enhancement, Cross/UP Sell and Retention Campaigns.Complete CVM portfolio management as a marketing channel, to effectively execute organizational goalsImproving control systems for monitoring take-ups analyses of the Retention and Revenue campaigns for gauging effectiveness of initiativesStandard reporting via Campaign Management Solution / BO / DWH / Excel etc. Overall prepaid tracking of Revenue and usage.Post Analysis of ATL campaigns and comparison with respective business cases and presenting complete picture to managementWeekly & Monthly BI reporting to gauge the actual performance against forecast Show less Worked in the capacity of Executive CS Quality Assurance. I am responsible for the Quality of entire CS Channels. I was recruited for CMPak, a China Mobile Company as Team Leader for Quality Assurance & Training teams for Commercial Division in Islamabad, Pakistan. Managing daily Quality Assurance proceedings and execution of training plans for CSO’s, Team Leads, Floor Supervisors as well as Commercial Division and Quality Assurance personals includes my major routine job activities. Despite all that, maintaining high standards for Quality Assurance, monitoring of Quality Assurance Coaches also become part of my domain as a Team Lead for Quality Assurance & Training department for CMPak Islamabad. • Managing the data analysis unit of CS QA responsible for preparing analysis by gathering relevant data and producing statistical reports for all customer service sub-divisions (Service Centers, Call Center and Customer Support Dept.)Ensuring all processes in practice across customer care channels were standardized and suggesting process improvements. • Collating and analyzing performance data and charts against defined parameter• Analyzing key customer service trends in the market with respect to competition and regulations • Forecasting • Promoting quality achievement and performance improvement of the service centers nationwide • Setting QA compliance objectives and ensuring that targets are achieved• Identifying relevant quality-related training needs and delivering training• Liaising with customers' auditors and ensuring the execution of corrective action and compliance with customers' specifications Show less I was responsible for the Quality of entire CS Channels. I was recruited for CMPak, a China Mobile Company as Team Leader for Quality Assurance & Training teams for Commercial Division in Islamabad, Pakistan. Managing daily Quality Assurance proceedings and execution of training plans for CSO's, Team Leads, Floor Supervisors as well as Commercial Division and Quality Assurance personals includes my major routine job activities. Despite all that, maintaining high standards for Quality Assurance, monitoring of Quality Assurance Coaches also become part of my domain as a Team Lead for Quality Assurance & Training department for CMPak Islamabad. Being an active part of the pioneer team who initiated the first ever Contact Center of CMPak in Pakistan, I worked as an official Call Center Software tester and have signed PAT documents on behalf of CMPak. Show less

  • Executive Customer Value Management Marketing

    Oct 2013 - Jan 2016

  • Executive CS Quality Assurance.

    Nov 2007 - Oct 2013

  • Team Lead Quality Assurance & Training

    Jan 2007 - Nov 2010
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  Mobily

  Feb 2016 - Dec 2021

  Prepaid, Data Stimulation and Retention Specialist Professional, CVM Marketing at Mobily KSA

  Campaign post-analysis framework, conducting all post-analysis and sharing necessary findings with management.Development of deep customer insights using quantitative and qualitative data to support recommended improvements. CVM campaign designing based on business requirements shared by stakeholder departments.Advanced analytics to assist in churn modeling, segmentation, social network analysis & its utilization in CVM. With the Technical background to assist in operational issues of running IBM tools like UNICA Show less

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  Stc

  Nov 2021 - now

  Marketing Advisor - Marketing Expert, Prepaid Portfolio Management