Responsible for leading 4 different teams to ensure their working in smooth pattern in a way, that it should contribute towards company’s growth and as well as the employees. Maintaining daily, weekly and monthly reports for all departments.

• Handling CS staff queries and concerns to give them proper feedback
• Dealing with other teams to keep the team updated
• Designing and implementing strategies to for surveyors’ team to grow company’s growth
• Conducting initial interviews for new hires for final selection
• Ensuring after sales services until customer is satisfied
• Service request and provisioning for new sale
• Quota and package assigning as per contract and guidelines
• Ensuring call recordings are maintained and available
• Quality auditing and reporting for senior management
Milestones Achieved:


• Quality Assurance Department has been introduced and implemented
• Ensured smooth reporting mechanism for team and all other available departments of Operations
• Trainings and refreshers for CS and other teams
• Talent Hunt has been introduced to motivate internal employees
• Designed and deployed Operations Internal Portal with help of IT Team for reporting, Repository, Quality Assurance, Attendance, Observation/Counseling/Appreciation/Warning system to have a paperless environment
• Task Management System and Reporting Panels have been introduced with help of IT team for Customer Service, CRM Team, Email Support, Project Section and Banner Management to have a smooth and standardized reporting system

Responsible for Vendor Management, quality audit and devising standard operating protocols and overseeing the development of processes. Sets performance metrics, evaluates productivity, talent management, employee engagement, conducting quality audits and TNA to help workers for creating long-term career plans within Commercial Business Unit.
Member Vendor Management Team – Outsourced Inbound/Outbound Contact Center

• To lead a team of executives responsible for the quality / quantity.
• Audit of the outsourced contact center operation.
• Ensuring continuous L1 empowerment for improved customer experience.
• Ensuring proper and smooth flow of information within the outsourced contact center.
• Ensuring weekly calibration sessions among different departments.
• To generate weekly/MTD analysis of outsourced contact center and communicate statistics to management.
• Ensuring existence of trained resources in outsourced Contact Center.
RDC – Quality Assurance Supervisor:
• Conducting/organizing Behavioral & Technical learning sessions for existing and newly hired employees
• Coaching and mentoring of identified staff to address specific development needs
• Developing and establishing learning systems, policies and processes in order to deliver the objectives in line with the learning and development strategy
• Identifying training needs for CS staff in coordination with department managers
• Screening and training for new hired staff regarding the product & soft skills
• Measuring calls as per given guide lines and ensure that each call is evaluated thoroughly and on merit
• To coach and mentor team member to comply with the rules and processes
• Meeting targets assigned by quality manager
• Coordination with other departments to get better product information for CS Staff
• Ensure customer satisfaction at all levels of customer interaction
• Developing and documenting CS system and processes