As an Assistant Manager, my key focus area was to optimise operational efficiency and team performance. Adept at supporting managerial functions, implementing strategic initiatives, and fostering a collaborative work environment. Demonstrated leadership skills in staff supervision, project coordination, and decision-making. Committed to achieving organizational goals through effective communication and strategic problem-solving. Seeking opportunities to contribute expertise in a dynamic… Show more As an Assistant Manager, my key focus area was to optimise operational efficiency and team performance. Adept at supporting managerial functions, implementing strategic initiatives, and fostering a collaborative work environment. Demonstrated leadership skills in staff supervision, project coordination, and decision-making. Committed to achieving organizational goals through effective communication and strategic problem-solving. Seeking opportunities to contribute expertise in a dynamic and growth-oriented professional setting. Show less

As a process specialist, I'm responsible for improvement of the projects assigned and the ongoing process in the organization. Currently, I'm associated with one of the most significant projects of the organisation which is Inbound Customer Service for our UK Partner.

As a quality team lead, I was responsible for more than 7-8 processes with a total headcount of 300+ advisors supporting the customer for their telecom and broadband. I was dealing with processes including customer service, upsell, upgrade, retention, inbound sales and outbound services. I was managing a team of 15+ quality analysts doing offshore auditing for our UK-based partner. My task includes managing the team, managing team split, sharing daily feedback for improvement, attending… Show more As a quality team lead, I was responsible for more than 7-8 processes with a total headcount of 300+ advisors supporting the customer for their telecom and broadband. I was dealing with processes including customer service, upsell, upgrade, retention, inbound sales and outbound services. I was managing a team of 15+ quality analysts doing offshore auditing for our UK-based partner. My task includes managing the team, managing team split, sharing daily feedback for improvement, attending calibrations, conducting meetings for compliance improvement and managing quality. Show less

As a senior quality analyst, I was handling audits and supporting the juniors. I was also a part of training for new team members and their certification.

As a quality analyst, my task was to audit the calls, prepare reports and share feedback with the advisors through teams or emails. I was responsible for outsourcing auditing for telecom and broadband services.I was dealing with B2B and B2C processes with includes surveys, sales and lead generation.

My role was to audit the calls, chats and emails of the advisors and share feedback in real time. I was responsible for on-site quality for 10 different projects and managing 100+ advisors on a weekly basis.

As a quality analyst, my task was to audit the calls, prepare reports and share feedback with the advisors through teams or emails. I was responsible for outsourcing auditing for telecom and broadband services.

I used to handle customers on live calls through a non-voice system (Avatar). My job role was to take responses from the customers and generate leads for the sales team.