Corresponding with the business partners for Contact Center Services and Website Development Clients. Setting & defining the project parameters to assure successful results on the campaigns. Managing the quality standards for inbound, outbound, and digital marketing to ensure quality.Coordinating with the managers to assure client satisfaction and retention.Completing team performance assessments on a monthly basis.Enriching business relationship with clients. Enhance Learning Management Systems for new hires and existing team players, as needed.Developing new business and marketing the business offings through various channels including digital marketing, telemarketing, SMS / email marketing and Social Media Platforms.

As part of the Contact Center Team, worked closely with internal stakeholders, vendors, and team members to help ensure the delivery of an unparalleled experience. As a Training & QA Manager, I ensured that customer interactions are delivered in the most effective manner by delivering industry leading processes, curriculum, and documentation. Through random and targeted team member call quality evaluations, I stayed responsible for ensuring high quality standards and sales goals are achieved and exceeded across multiple channels. Regularly modified and updated the key quality findings and updated training content and LMS while assuring compliance. I constantly collaborated with Leadership and cross functional teams in this key position. My job responsibilities included:Setting and defining quality standards for inbound, outbound, and automated standards to ensure quality and compliance standards are exceeded.Ensured quality evaluations are completed and delivered in a timely fashion while monitoring for script adherence and KPI’s.Helped achieve Sales goals of generating maximum appointments per day.Was responsible for the performance of onshore and three other offshore locations of company operations. Completed team member (quality) performance scorecard.Prepared & Delivered weekly / monthly trainings.Organised quality audits while identifying training and coaching framework and actions.Facilitated new hire training to Team Members, while supporting through transition team.Updated Learning Management & Knowledge Management Systems as needed.Conducted regular reviews to identify knowledge gaps and wider team trends while recommending new training.Was often called upon to support call center peak times to maintain process & proficiency knowledge.Developed assessment program, scoring cadence, coaching and development life cycle.

Assuring smooth international collaborations and working with clients to negotiate for best possible results.Worked closely with the President, Vice-President and the CEO of the company for marketing decisions & strategy. Responded, coordinated and reached out to the existing and new customers base of the business from time to time. Focused on branding, advertising and online marketing for increasing the business revenues as per the goals. Proposed, designed, developed and deployed the outdoor marketing & the online campaigns on social media. Meeting the high profile clients and understanding their business needs to provide the desired services. Usually worked towards collaborations and partnerships with Fortune 500 companies for Electronic Recycling.Redefined, developed and standardised the core company profile and presentations of the company. Devised marketing plans and operating procedures for the company’s growth within the budgets allocated. Worked on company’s website development and revamping focusing on the Midwest region of the United States. Launched Wisconsin (New) Office - Liaised with the Village authorities for the applicable licenses and permits. During launch, was assigned to oversee the occupancy letter in liaison with the Fire Department of village. Worked with the Village of Menomonee Falls for permits to install permanent signage and hiring boards.

Developed the marketing plans and operating procedures for the launch of company’s website development service in the Midwest region of the United States, in early 2018. Assuring smooth international business, collaborations & working with partners to understand their business goals. Negotiated with clients as required per the company goals for higher revenue generating outcomes.Understanding client requirements for offered web application development for their businesses / organisations. Coordinating with client’s management teams & their respective departments for acquiring project guidelines. Following up on generated leads and Sales Calls. Clarifying present options & completing Sales process for clients.Regularly coordinating the product’s stage based development with the clients through calibration sessions/reviews. Delivering the projects and assuring client satisfaction by facilitating them with quality work & required change/s.Currently working with clients from Real Estate, Pharmaceutical, Education and SME sectors of the United States.