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 recommendations.-Collaborate with the Inside Sales leadership team to develop quality improvement plans aimed at enhancing the customer sales experience and achieving sales targets.-Conduct individual coaching or group training sessions to address skills gaps, reinforce best practices.-Design call monitoring formats and quality standards.-Maintain accurate and detailed records of evaluation scores, feedback sessions, and actions plans ensuring data integrity and reporting accuracy.

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.• Developed process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding and customer support. • Monitor KPI’s, track quality metrics and provide regular analytics reports to upper management. • Developed and improved knowledge of products and knowledge of call center performance and functional requirements.• Recommend call center QA Software and training of customer support teams to meet and exceed customer service expectations.• Recommended, implemented and monitored preventative and corrective actions to ensure that quality assurance standards are achieved.• Understood importance of internal benchmarking requirements to create best practices within Quality. • Produced statistical reports and insights on quality performance as well managing, checking, and maintaining proper reporting of all QA documents, reports, records, and all other related documents.

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.