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Maliha Anwer

@malihaanwer

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Remote CX & QA Professional | Workflow Design | Documentation | 6+ Years

Pakistan

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What I'm looking for

I am looking for a remote role where I can build and improve systems, contribute to team quality and efficiency, and work with leadership that values clear communication and structured thinking. I thrive in fast-moving, high-accountability environments where processes need to be built, documented, and maintained. I want to be somewhere I can grow, give feedback, and do my best work.

I work in Client Experience and Quality Assurance with a focus on improving resolution quality, not just speed. My core strength is identifying gaps in support workflows and turning them into clear, repeatable processes that improve First Contact Resolution (FCR) and reduce escalations.

In my recent work, I’ve been involved in auditing support interactions, refining SOP alignment, and analyzing case outcomes to ensure consistency in customer experience delivery. I’m particularly focused on structured problem-solving, process clarity, and making support operations more scalable.

I’m comfortable working across cross-functional teams and translating operational issues into actionable improvements that both agents and leadership can execute on.

Key areas of strength:

QA & case audit analysis
Support process and SOP refinement
First Contact Resolution (FCR) optimization
Customer escalation handling workflows
Operational quality reporting

I’m currently focused on remote opportunities in CX operations, QA analysis, and support strategy roles where I can improve both customer outcomes and internal efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Lead

Current

Disputifier

Dec 2025 - Present (5 months)

Designed and authored a customer success training guide from call transcripts, covering alert types, enrollment timelines, chargeback mechanics, merchant types, and admin portal navigation. Managed inbound/outbound alert transfers across CB911, Ethoca, and Verifi and handled reseller merchant support through Intercom and Slack.

& Customer Success Chargebacks Alert Enrollment Operations Case Alert Transfers Intercom Slack

CX Quality Auditor

Flare

Nov 2023 - Jan 2026 (2 years 2 months)

Conducted high-volume audits of legal support cases to ensure accuracy, compliance, and positive client outcomes. Built and refined QA frameworks, metrics, and SOPs, and launched new auditing workflows and reporting standards to improve team performance.

Quality Assurance Case Auditing Metrics And Reporting Salesforce Google Sheets Process Design

Project Lead & QA

Odetta.ai

Jul 2020 - May 2023 (2 years 10 months)

Managed end-to-end client projects including scoping, planning, delegation, SOP creation, quality checks, and delivery across customer profiling, CRM updates, research, lead generation, and data operations. Built cross-functional project teams and ensured output quality through structured audits and clear standards.

Project Management Client Delivery Research Analysis CRM Management Data Operations Salesforce HubSpot

Admin & Marketing Assistant

Wild Rose Beauty

Jan 2021 - Mar 2021 (2 months)

Conducted influencer research, competitor analysis, and market segmentation to support a beauty product launch. Managed social media content planning and tracked competitor campaigns to inform ongoing execution.

Competitor Analysis Market Segmentation Content Planning Campaign Tracking E commerce Marketing Research Analysis

Virtual Assistant & Writer

Kind Success

Mar 2020 - Dec 2020 (9 months)

Wrote SEO-focused articles and supported market research tasks across client projects. Provided operational and administrative support including data entry and research for delivery timelines.

SEO Content Writing Market Research Administrative Support Data Entry Research Operations client support

Freelance Content Writer

Fiverr

May 2019 - Mar 2020 (10 months)

Delivered long-form content, product reviews, and how-to guides across diverse niches while maintaining consistent quality across briefs. Managed recurring client relationships and ensured accurate, on-time outputs.

Freelance Writing ghostwriting Product Reviews Client Relationship Management Content Quality Assurance

Virtual Assistant

Maid Brigade

Feb 2019 - Apr 2019 (2 months)

Wrote articles and maintained website and blog content, including WordPress updates and social media management. Generated leads through online platforms while maintaining an active Facebook and Instagram presence.

Virtual Assistance Content Writing Website Maintenance WordPress Social Media Management Lead Generation Email Web Content Publishing

Fitness Instructor

Shapes Active Lifestyle

Nov 2015 - May 2016 (6 months)

Designed ACSM-aligned personalized fitness programs accounting for clients' medical conditions. Coached clients on goal-setting, nutrition awareness, and workout adherence to support consistent progress.

Goal Setting Workout Adherence Risk Aware Programming

Research Assistant

MAICAAS

Jul 2012 - Oct 2015 (3 years 3 months)

Conducted deep-dive market research across Middle East, Russia, Turkey, and the UK, supporting strategic consulting clients. Produced competitor analyses, pricing studies, and industry reports while evaluating telecom, retail, electronics, and e-commerce sectors across 40+ countries.

Market Research Competitor Analysis Data Analysis Consulting

Co-Founder & Owner

Hen's Den

Co-owned and oversaw a food & beverage business, managing vendor negotiations, partnership agreements, and operational strategy. Managed partnerships including an MOU with Bykea and supported day-to-day execution.

Business Operations Partnership Management Operational Strategy