Grameemphone ltd.|| Quality & Training team leading || Decision making || Supervisors Training || Requirement & Onboarding || Interview|| TOT || TNA || SWOT analysis || Data Analysis || Project Management || Negotiation || BPO Management || Client Handling || KPI Achievement || Business Strategy || Presentation || Data driven reporting system || Workforce management || Performance measurement || KPI define || KPI design || Develop Training Program || Performance Monitoring || Scorecard design || Training efficiency evaluation || Continuous Improvement || HR Coordination || Coordination with operation team || Ensuring Compliances || ZTP implementation

* Quality parameter setup* Audit process making* Follow-up and Training process preparing* Occasional Trainner* Training monitor and planning* Hungry Naki QA & Training team forming* Workforce Management * Forecasting & Occupancy calculation* Inventory management* Hiring & Interview* Data analysis* Scorecard preparing* Report automation* Customer satisfaction monitoring* Core Dissatisfaction reason finding & reporting* Working with the HR team, Commercial, Logistic, Admin, Partner support, and Operation team* Complines management* Motivational speaker* UAT (User Acceptance Test) conduct* Inventory management* Worked with Procurement for various office stuff

POC of Quality, Training, Customer Experience, System & ProcessQA Parameter setupTraining conductingTraining plan and execution at the right timeCXP reporting and feedback sharingNew hiring & Training

Quality Auditor Inbound & Outbound ChannelForming audit process for Digital teamDigital channel auditor Trainer & RecruiterQA parameter setupHelp center FAQ setup and auditShort text and macro prepareSalesforce technical issue handlingTeams & condition auditWorking on Campaign PMO and sharing campaign updates with the Customer service teamConducting and monitoring post-shift huddle sessions

Working with Outbound, Complain Management, Customer service Digital LiveChat & Facebook team, Asset Management, and Accounts team.

Voice & live chat supportFacebook post monitorComplaint managementCustomers Issue forwardingCustomers feedback collection