Muhammad Asim Akhtar Kamal

Exams Services Advisor @AQA

Manchester, GB

In my current role as an Exam Services Advisor at AQA, I provide tailored support to exams officers and education professionals, ensuring accurate and timely assistance with processes related to assessments and qualifications. I handle a high volume of enquiries through phone and email consistently meeting SLA targets while maintaining quality and accuracy in every interaction.I work collaboratively with internal teams to escalate and resolve complex issues, contribute to the continuous improvement of service delivery, and support the seamless running of exam-related operations. My approach combines deep process understanding, problem-solving, and a commitment to clear, empathetic communication.My responsibilities include: • Assisting exams officers and centers with key exam cycle processes and system navigation.• Managing inbound queries efficiently while maintaining AQA’s service standards and tone of voice.• Investigating issues, identifying root causes, and ensuring timely and effective resolutions.• Supporting internal knowledge management by feeding back on system or process gaps and trends.