Open to opportunities

Muzdalfa Usman

@muzdalfausman

Message

I audit customer calls and tickets to improve compliance, agent performance, and service quality.

Pakistan

Message

What I'm looking for

I'm looking for QA, customer support, customer experience, or operations work where I can improve quality, identify process gaps, support agent performance, and deliver accurate customer outcomes.

I'm currently auditing inbound and outbound customer calls and support tickets at Yango Group, using Bilim, QC Panel, and Admin Panel to assess quality, accuracy, and compliance.

I identify recurring errors, documentation gaps, and coaching needs, then share clear QA findings with team leads to support more consistent customer handling. I maintain structured reporting that stakeholders can act on.

Previously, I supported U.S. medical-billing customers at PRG, explaining billing statements, insurance claims, payments, and account issues while managing high-volume calls and payment commitments. At Cheetay, I resolved order, refund, delivery, and account concerns through inbound and outbound support.

I also bring content-writing experience from Young10 Marketing, Logixtec, and Saecom Consultancy, where I produced SEO and customer-facing content with research, editing, clarity, and deadline discipline.

Experience

Work history, roles, and key accomplishments

Current

QA Specialist

Current

Yango Group

Jun 2026 - Present (2 months)

Audit inbound and outbound customer calls and support tickets against quality, accuracy, and compliance standards. Evaluate agent interactions using quality rubrics, identify performance gaps, and provide actionable feedback to support agent development.

Quality Assurance Quality monitoring Rubric Compliance Monitoring Documentation Review Process Improvement Agent Coaching Bilim