Iqra Ummar

I’m a results-driven Quality Assurance Analyst with 7+ years of experience in customer support, technical assistance, and data-driven process optimization. I focus on maintaining high service quality through systematic audits of customer interactions against corporate standards and KPIs.

I drive cross-functional collaboration to identify technical bugs and operational inefficiencies, then deliver constructive feedback and coaching sessions that improve agent performance and resolution rates. I also use Slack and Freshdesk for real-time incident management and team synchronization.

In previous customer support roles, I provided high-tier technical support to a French market using Freshdesk ticketing and voice channels, managed complex technical escalations with Jira, and supported data annotation and quality control for internal AI training models. I maintained top-tier CSAT by applying culturally nuanced support and performed rigorous QA checks to minimize production errors and returns.