 Acting as a Sr. Quality Consultant to the company, my job includes monitoring of sale/non-sale calls to ensure representatives are following the organization's protocol. Providing elicit feedback and modulate quality based on feedback and learning gained in training process. Observe and track learning progress and provide a philosophical overview of quality content and process.

 In a team of Tech Support Officers, providing Annual Technical Subscription based services to US, UK, Australia and Canadian customers. In my capacity, I make sure that the team is aligned to the company’s goals and targets.  Acting as an SME to the team, my job includes providing ready support to the team and taking Supervisory calls. Providing Annual Technical Subscription based services to US, UK and Canadian customers. Providing all kinds of issues related support to Operating system (Windows XP, Vista and 7), third party software related queries and external peripherals.

 Providing Annual Subscription based services to US, UK, Australian and Canadian customers related to the any kind of Operating system issues (Windows XP, Vista and 7) and all Antivirus related queries. Being with CA Technology providing technical support for all CA products.

 Was responsible for Transition of new batches on the floor, this was a team of 15-20 members who just finished training. Creating a report that shows their numbers in the Transition Period. To create dispatches for HP Printer Replacement. Helping new agents in terms of process. Taking supervisory calls in the absence of Team Manager. Providing floor support.