Remote QA / Quality Control role applying 5+ years in QA, performance coaching, and customer support operations. Open to QA Manager, QA Analyst, or Customer Support Team Lead roles with international companies. Skilled in live chat, email, and voice quality monitoring, SLA/FCR tracking, and CRM tools like Zendesk, Salesforce, and Freshdesk.
Looking for a job
Dawood Gill
@dawoodgill
Quality Control Manager with 5+ years in QA, live chat/email support, and customer escalation management.
PakistanWhat I'm looking for
I'm a Quality Control Manager with 5+ years of experience across Quality Assurance, Customer Support, Live Chat, and Email Support. I lead QA audits, build quality scorecards, and coach agents to improve performance, SLA compliance, and First Contact Resolution. Before moving into QA leadership, I spent two years handling live chat and email support directly, so I understand both sides of the quality process — what agents deal with day-to-day and how to measure and improve it. I'm skilled with CRM and QA platforms including Zendesk, Salesforce, Freshdesk, HubSpot, and Genesys, and I'm looking to bring that experience to a remote QA or customer support leadership role with an international team.
Experience
Work history, roles, and key accomplishments
LL
Current
Quality Control Manager
LiveAdmins LLC
Jan 2026 - Present (8 months)
Lead Quality Assurance operations, ensuring compliance with KPIs and service standards. Conduct quality audits, analyze performance metrics, and provide coaching to improve agent performance.
LL
Assistant Team Lead – Customer Support
LiveAdmins LLC
Oct 2023 - Dec 2025 (2 years 2 months)
Coached and mentored customer support agents to improve quality and productivity. Monitored SLA compliance, FCR, and team performance, and managed escalated customer issues.
LL
Live Chat & Email Support Representative
LiveAdmins LLC
Dec 2021 - Sep 2023 (1 year 9 months)
Delivered customer support through live chat and email channels. Resolved customer inquiries while maintaining high CSAT and FCR, and documented interactions using CRM systems.
MI
Customer Support Representative
Mindbridge
Sep 2020 - Nov 2021 (1 year 2 months)
Assisted customers with product and service inquiries, resolved issues efficiently, and escalated complex cases. Maintained accurate customer records in CRM systems.
Education
Degrees, certifications, and relevant coursework
University of the Punjab
Associate Degree, Arts
Completed an Associate Degree Program in Arts at the University of the Punjab in 2022.
PC
Pearl Continental
Bachelor's, Hospitality and Tourism Management
Earned a Bachelor's degree in Hospitality and Tourism Management from Pearl Continental in 2021.
Availability
Looking for a job
Location
PakistanAuthorized to work in
Salary expectations
230k+ USD
Social media
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