Brite Mathew Sam Email & Phone Number

Pickering, Ontario, Canada

-Conduct thorough and objective evaluations of the team's outbound and inbound sales calls and email responses to ensure quality of communication, customer experience, and adherence to policies and procedures.-Deliver comprehensive feedback to the representatives and their team leads highlighting their strengths and areas of improvement with coaching.

Trivandrum, Kerala, India

• Performed Quality Assurance assessments on over 100's of Customer Service Agent’s calls and emails to ensure Quality Assurance guidelines were met.
• Delivered high quality standards to serve the existing and potential customers; provided actionable data and feedback to Customer Service Associates/Team Leads and managers.
• Offered evaluations with meaningful and constructive feedback to identify potential corrective and prevention actions to improve quality performance.
• Implementation of Quality best practices as defined in the Service Level Agreements.
• Accessed quality issues, conducted root cause analysis, recommended insights, developed improvement plans, and collaborated with operations team; assured ongoing compliance with quality requirements.
• Conducted coaching and calibration sessions to maintain consistency in internal evaluations; performed coaching to over 30 Customer Service Agents from evaluations to improve the quality.

Kerala, India

• Presided over the construction of residential apartments; conferred with clients and members of the engineering team and conducted research to determine project requirements.
• Established and monitored construction work schedule; conducted field services for civil works.
• Made recommendations and presented alternative solutions to problems; researched on and provided estimates for projects.
• Provided engineering support and prepared project reports; maintained smooth operation by enforcing project and operational policies and procedures.