Experience

Unidataverse Business Solution Pvt,Ltd

• United States
• Market Research
• 1 - 100 Employee

• Sr. Quality and Improvement | Team Lead

  • May 2023 - Present

  Monitoring Agents' Calls and Emails 1. Regularly listen to agents' calls and review their emails to ensure accuracy of information and adherence to call handling standards. 2. Provide constructive feedback to agents to help them improve their performance. 3. Document any quality issues identified and discuss them with the agents to help them understand areas for improvement. 4. Set clear expectations for agents regarding customer service standards. 5. Regularly assess agents' performance in terms of customer service delivery. 6. Provide training and coaching to agents to enhance their customer service skills. Quality Parameters Training Modules 1. Develop comprehensive training modules focusing on quality parameters. 2. Ensure that all agents are trained on these quality parameters and understand their importance. 3. Continuously update and improve the training modules to keep agents updated on industry best practices. Interacting with Production Team for Desired Quality Output 1. Collaborate with the production team to understand their quality standards and expectations. 2. Establish clear communication channels to address any quality-related concerns. 3. Work together with the production team to achieve the desired quality output. Establishing Norms and Standards for Agents' Performance 1. Define performance norms and standards based on organizational goals and industry best practices. 2. Communicate these norms and standards clearly to agents and management. 3. Regularly evaluate agents' performance against these predefined norms and standards. Training, Mentoring, and Guiding Team Members 1. Provide effective training to new team members to ensure they fully understand their responsibilities and the quality standards expected. 2. Continuously mentor and guide team members to help them develop their skills and improve their performance. 3. Encourage open communication and create a supportive environment to foster learning and growth. Show less



Leadque ®

• United States
• Advertising Services
• 1 - 100 Employee

• Quality Analyst

  • Oct 2022 - Jan 2023

  • Deliver coaching feedback to agents on call and email performance. • Provide Supervisors and the Manager with regular performance feedback on the agents. • Prepares and analyses quality reports for Management review. • Participates in the design of quality monitoring forms and quality standards. • Working on Multiple Campaigns simultaneously. • Maintaining and collating QA Reports for data procurement. • QA transparency for Ops and Production Team • Weekly and monthly Productivity Stats. • Weekly Calibrations with the Operations team. • Implementing new ideas to streamline the QA Process • Training and Development (contact Discovery and Telemarketing) Show less



Growinity Solutions LLP

• India
• Advertising Services
• 1 - 100 Employee

• Quality Analyst

  • Feb 2021 - Aug 2022

  ● Provide Excellent sales strategies and sales rebuttals.● Tackling calls with excellent rebuttals and objections solving ● Quality Check on every single lead scored by the Agents.● Checking the Internal Supp, Client Exclusion, DNC list, Duplicates, etc. ● Giving proper feedback to the agents for disqualification of a particular lead.● Making the scripts more lucrative and easier to pitch.● Understanding the client’s requirements, Specification, and delivering them leads in proper Lead Templates.● Training freshers with proper knowledge of the lead generation process.● Process knowledge, Types of Campaigns, Qualifications, and disqualification of lead, Call flow, Objection rebuttals, Contact Discovery. Show less

• Business Development Executive

  • Feb 2021 - Apr 2021



Inventive SMi

• India
• Advertising Services
• 200 - 300 Employee

• Business Development Executive

  • Jan 2019 - Dec 2019

  ● Discovering Potential Buyer on LinkedIn as per given specifications and pitching them about the new Software’s. ● Producing MQL SQL and BAND leads. ● Using negotiation and communication skills to be aware of new products in small and large industries to maximize shelf space and increase Company revenue. Ex. LinkedIn, Zoom info, DNB ● Discovering Potential Buyer on LinkedIn as per given specifications and pitching them about the new Software’s. ● Producing MQL SQL and BAND leads. ● Using negotiation and communication skills to be aware of new products in small and large industries to maximize shelf space and increase Company revenue. Ex. LinkedIn, Zoom info, DNB



FinalFunnel ITES LLP

• India
• Advertising Services
• 1 - 100 Employee

• Business Development Executive

  • Jan 2018 - Jan 2019

  ● Communicating in a B2B environment in Various Industries to build a rapport with potential Buyers and to spread awareness of the upcoming new software. Ex. SWP BANT HQL ● Communicating in a B2B environment in Various Industries to build a rapport with potential Buyers and to spread awareness of the upcoming new software. Ex. SWP BANT HQL