Iqra Ummar

Results-driven Bilingual Quality Assurance Analyst with 7+ years of experience in customer support, technical assistance, and data-driven process optimization. Expert at maintaining high service quality across global remote teams. Proficient in leveraging modern collaboration tools to streamline workflows and enhance customer satisfaction.

Quality Assurance Analyst - Red Wireless

(2024-01)

• Conducting systematic audits of customer interactions to ensure adherence to corporate standards and KPIs.
• Driving cross-functional collaboration to identify technical bugs and operational inefficiencies.
• Delivering constructive feedback and coaching sessions to improve agent performance and resolution rates.
• Leveraging Slack and Freshdesk for real-time incident management and team synchronization.

Customer Support (French Specialist) - Motive

(2022-01 - 2024-12)

• Provided high-tier technical support to the French market via Freshdesk ticketing and voice channels.
• Managed complex technical escalations using Jira, ensuring 100% resolution tracking.
• Specialized in data annotation and quality control for internal AI training models.
• Maintained top-tier CSAT scores by providing culturally nuanced support to Francophone clients.

Customer Support - AA Labels

(2019-01 - 2022-12)

• Managed the full customer lifecycle, from initial inbound/outbound sales inquiries to post-production.
• Coordinated between global clients and the manufacturing floor to ensure technical specifications were met.
• Utilized digital marketing insights to optimize customer outreach and increase conversion rates.
• Performed rigorous QA checks on orders to minimize production errors and returns.

Bachelor of Science - University of Gujrat

High School - Collège De Budé – Geneva