Muhammad Faraz

Results-driven Quality Assurance and Operations professional with 15+ years of progressive experience in BPO, customer support, and data verification environments. Proven track record of leading QA teams, improving quality standards, and consistently exceeding performance targets. Recognized with multiple Best Quality awards. Seeking a senior management role in BPO, IT, Technical Support, or QA where professional expertise and leadership experience can drive organizational excellence.

Senior Team Lead – Quality Enhancement - AUA Solutions

(2017-08 - 2026-03)

• Led and managed a team of six to eight QA officers, overseeing daily productivity, performance monitoring, and team issue resolution to ensure consistent quality deliverables.
• Conducted master QA reviews on a daily basis prior to final client delivery, maintaining zero-defect standards across all files.
• Reviewed and audited QA executive work, identifying and correcting error markings to uphold accuracy and compliance with client standards.
• Designed and delivered onboarding training programs for new agents, supplemented with regular performance feedback sessions.
• Generated detailed management reports and daily QA status updates for all calling teams, supporting data-driven decision-making.
• Recognized as Best Quality Assurance performer of the year for 2015, 2016, and 2018.

Quality Enhancement Officer - AUA Solutions

(2013-08 - 2017-07)

• Promoted to the QA department in recognition of consistently high performance as a frontline team member.
• Audited agent files for major and minor errors, conducted visual quality checks, and performed spot-call dialing to identify data inaccuracies.
• Consistently achieved and exceeded daily QA targets while maintaining high accuracy standards.
• Recognized as Best Quality Assurance performer of the year for 2013.

Tele Research Executive - AUA Solutions

(2011-02 - 2013-07)

• Operated within the phone verification division of an offshore BPO firm delivering B2B data outsourcing services to international clients.
• Verified and updated B2B contact databases of US business professionals via phone, processing large volumes of client data on Excel.
• Achieved daily productivity targets consistently while sustaining above-average quality scores throughout tenure.
• Awarded AUA Emerging Stars Club Achievement Award (2012) and The Best Quality Award (2011) in recognition of outstanding performance.

Device Auditor - Mobile Technology PDC serving DeviceAnywhere, Inc.

(2010-05 - 2010-08)

• Verified operational accuracy of electronic devices and documented troubleshooting workflows to ensure consistent performance standards.
• Prepared detailed process workflows for troubleshooting devices, streamlining resolution procedures across the team.
• Provided technical guidance to staff members on device faults and broadcast issues, reducing repeat errors and improving team efficiency.

Bachelor of Commerce - B.Com - University of Karachi (2009)

Diploma of Associate Engineering - Electronics - Aligarh Institute of Technology (2008)

Intermediate - Pre-Engineering (HSSC) - Government Islamia Science College (2004)

Matriculation - Science (SSC) - St. Peter's High School (2002)