AMEER KHAN
Gurugram
Summary
Results-driven professional with 6+ years of experience in customer service, quality assurance, and training within the telecom, e-commerce, and automobile sectors. Skilled in managing customer interactions, driving process improvements, and ensuring service excellence. Proven expertise in quality monitoring, performance gap identification, and targeted training programs to elevate team performance and customer satisfaction. Adapts quickly to new technologies and industry trends with a commitment to continuous learning and process optimization. Passionate about fostering collaborative environments and empowering teams to deliver exceptional service while maintaining industry standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Sr. Quality Analyst
Allianz Partners India Limited
Gurugram
11.2023 - Current
- Responsible for daily team audits and provide feedback based on the identified opportunities.
- Daily pre- and post-shift briefing of team members about product and process.
- Maintaining a daily reports tracker and sending out the necessary reports to internal and external stakeholders.
- Making weekly and monthly review presentations for our review with the business owners and internal stakeholders.
- Closely working on the process improvement and sharing inputs with business owners, conducting internal meetings with relevant stakeholders for first review.
- Conducting internal calibrations and joint call listening sessions with Ops and training team to ensure that every department is calibrated with the process SOPs.
Quality Analyst
Teleperformance India Private Limited
Mohali
05.2022 - 09.2023
- BAU audits and feedback session with the aligned agents.
- Weekly internal calibration with Ops and training, monthly calibration with external quality team.
- Side by side monitoring, dip checks on process & product updates.
- Weekly quality session with the outliers, based on quality and customer experience score performance.
Lead - Training & Quality
Competent Synergies Private Limited
Mohali
07.2018 - 03.2022
- Responsible for managing the training department and sharing all training-related reports with management and clients.
- Maintain files and documents by preparing Excel spreadsheets to track and maintain relevant training data.
- Monitored training effectiveness through observation and metrics analysis.
- Facilitated learning through classroom instruction, on-the-job coaching, and virtual training for our employees.
- Motivating trainees and associates by demonstrating a positive attitude to improve productivity.
- Manpower planning to deliver the given client targets.
- Hiring new employees as per business requirement.
- Daily pre- and post-shift briefing of team members about product and process.
- Provided analytical, planning, and coordination support on projects as assigned, reviewing, interpreting, analyzing, and illustrating data to stimulate and support enlightened decision making.
Education
Bachelor of Arts -
Lovely Professional University
Jalandhar10+2 -
Govt. Sr. Sec. School Manjeer
03.2017
10th -
Govt. Sr. Sec. School Manjeer
03.2015
Skills
- Client Relationship Management
- Team Building
- Operations Management
- Training and Mentoring
- Project Implementation
- Team Handling
- Decision Making
- Conflict Resolution
- Delegation
- Risk Management
- Cross Functional Collaboration
Accomplishments
- Best quality analyst of the quarter for Q1 in 2023 with Teleperformance India Private Limited.
- Received certificate of appreciation from CEO of Organization for best trainer of the year in 2021 with Competent Synergies India Private Limited.
- Rising Star of the Week, WOW Call of the week, Champ of the month award when working as an CSR with Competent Synergies India Private Limited
Certification
- Lean Six Sigma White and Yellow Belt Certification
- Currently enrolled for Lean Six Sigma Green Belt Certification
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Timeline
Sr. Quality Analyst
Allianz Partners India Limited
11.2023 - Current
Quality Analyst
Teleperformance India Private Limited
05.2022 - 09.2023
Lead - Training & Quality
Competent Synergies Private Limited
07.2018 - 03.2022
- Lean Six Sigma White and Yellow Belt Certification
- Currently enrolled for Lean Six Sigma Green Belt Certification
Bachelor of Arts -
Lovely Professional University
10+2 -
Govt. Sr. Sec. School Manjeer
10th -
Govt. Sr. Sec. School Manjeer
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