Sadia Farooq
Quality Assurance Officer
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About
Dedicated and detail-oriented professional with experience in Quality Assurance, Fraud Analysis and Customer Service. Skilled in monitoring performance, evaluating compliance, identifying risks, detecting fraudulent activities, and improving operational efficiency. Strong analytical, communication, and problem-solving abilities with a proven track record of maintaining quality standards and supporting organizational growth.
Experience
Quality Assurance Officer at Htech Private Solutions (Call Centre of National Bank of Pakistan) (2024-01 – Present)
- Monitor customer interactions to ensure adherence to quality standards and company policies.
- Evaluate agent performance and identify areas for improvement.
- Provide constructive feedback and coaching to enhance service quality.
- Conduct call audits and quality assessments to maintain operational excellence.
- Investigate potential fraud cases and document findings.
- Ensure compliance with company policies and fraud prevention procedures.
Customer Service Representative at Htech Private Solutions (Call Centre of National Bank of Pakistan) (2022-06 – 2024-01)
Education
Master of Science (M.Sc.) in Zoology – University of Karachi (2018)
Bachelor of Science (B.Sc.) – Khatoon-e-Pakistan Government Degree Girls College (2015)
