Amit Sharma

• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Maintained client reject percentage below 3% across all campaign types.
• High Quality Leads Delivered with a record of more than 30% conversion rate on client end.
• Introduced Quality Module across all departments and DMAIC process to ensure comprehensive process improvement and resource management.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Was handling a team of 56 skilled people, including 31 QAs and 25 MIS executives.
• Handled EDM team and DNC team to ensure proper execution of data and cold calls.
• Handling client escalations and providing constructive feedback internally across all departments, and communicating with clients.

Handling a team of 31 Quality Analysts and ensuring timely audits are done.

Weekly QA sessions with the internal team on disqualification and client rejections.

Created 24/7 support for QA audits and delivery within the organization.

Process enhancements, like Campaign Evangelist, ensure proper launch of new campaigns through CRM and different departments.

Have been awarded Best Team and Leader of the year for 2022 and 2021 in annual party.

• Created requirements for milestones and monitored completion of tasks for QA team.
• Introduced xTaaS usage within the company for more connections and trained everyone on the same platform internally.
• Introduced DNC process and team to verify all email opt-outs and not interested prospects on telemarketing campaigns.
• Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating with resources internally and externally.
• Updated training database to help resolve common issues.

• Streamlined quality assurance processes through the development of comprehensive process implementations and checklists.
• Auditing BANT campaigns and pilot campaigns, which were directly from end clients.
• Training OJT batch and taking mock calls.
• Campaign closure specialist for campaigns that were stuck and not able to meet the deadline.
• New CRM testing and training other team members on new CRM and use case.

• Audited specific client codes, which were high CPL campaigns, within one month after joining the QA team.
• Started QA sessions, RCA and Pareto Analysis as a part of feedback sessions with BDE on weekly basis
• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

• Lead generation strategy through outbound calling, emailing, and meeting set-to target potential customers across all industries through email marketing for the USA, UK, APAC, Middle East, and other regions.
  Following up on leads, research to identify potential customers.
• Maintaining our lead databases and tracking lead sources, creating fresh lead-generation tactics according to clients' needs.
• Extracting clients' contact details in decision-making positions of companies operating in different industries through professional networking sites like LinkedIn, Google, Xing, Zoom Info Jigsaw, etc.
  
• Maintaining accurate records of all calls and emails. Meeting established outbound calling and emailing goals, and achieving monthly targets.

• Measuring large volume of data to identify patterns, trends and correlations.
• Data Cleansing, as per specifications, is required.
• Conducted in-depth qualitative and quantitative research to identify trends and generate insights.
• Supported senior management in making informed decisions by delivering timely and accurate research findings.
• Created and maintained database to store research data.

• Ensured smooth day-to-day operations by addressing any workflow disruptions promptly and effectively.
• Use of Katana and Sabre for bookings of Flights and Car Rentals.
• Billings from hotels, flights, and car rentals cross verifications.
• Improved customer satisfaction rates through timely communication and effective issue resolution.