Work involves auditing calls of the team members for the entire team. Conducting weekly and monthly meetings along with the leads and Location Managers with the respective employee.Maintaining strategic data of every agent for the entire month and reporting to Team lead and location managers.Coaching the employees to maintain healthy quality and maintaining the C-SAT %.Helping in terms of Scheduling and ensure that the process goes smooth.MIS (Management Information System)Being part in weekly review meetings reviewing the proctoring performance and carefully note the improvements noted during the meeting and carry out them according. To give daily and detailed proctoring report to SME or Lead.Identify and give feedback on agent shortcomings in soft skills and process knowledge.Online/offline monitoring of agent calls to audit and scrutinize.Daily Reports on Quality Deviations.Auditing calls based on set parameters and CTQ’s.Taking training for new batches regarding quality parameters.Preparing shift timing reports.Reviewing the performance of the Agents.Giving Feedback to operations regarding any deviations in process.Documenting every call in CRM.

Key Accomplishments: Ø Work involves to connect with Information Technology decision makers with in a company and provide the information to sales professionals in order to create an effective technology marketplace.Ø Conduct online & offline research, data analysis & database cleaning using a set of free and fee based sources like Jigsaw, Zoom Info, Linked-in etc.Ø Conduct primary and secondary research, analysis and development of company and executive profiles, financial analysis and competitor intelligence to assist US counterparts in identifying business opportunities.Ø Responsible for building intelligent account profiling of North American clients.Ø Identifying important management changes within a company (promotions, departures, etc.).Ø Maintaining a database of high-level, decision making contacts within major companies and universities.