Gaurav Bajaj

• Company Overview: US based Pre - sales & Data Collection
• Currently working on 2 Projects

Marketplace - Calls

• Audit outbound calls and SMS to ensure genuine sale leads have been sent to the insurance company.
• Managing quality and compliance of processes by auditing agents' work.
• Also, reporting out quality to leadership promptly.
• Assisting vendors with any issues regarding tools, sale leads, call center partners, and insurance companies (we have tie-ups with).
• Internal Project: New QA format with reporting - Designed new Audit form common for all call centers.
• A common pattern of reporting for all call centers.
• Calibration Setup with call centers and internal QAs.
• Monitored performance metrics to assess the effectiveness of quality control initiatives.

Affiliate Compliance

• Auditing Everquote ads over social media and emails (Facebook, Instagram, TikTok, etc.).
• Review and approve ad drafts based on the company's affiliate guidelines, which are yet to be published by affiliate partners.
• Acknowledging complaints received through BBB and sharing the possible resolution.
• Managing DNC and unsubscribe requests from the customer.
• Managing requests from the customer who wants to know how we got their details and what all do we have.
• Assisting affiliate partners and insurance companies with any issues regarding sale leads, Ads Posted, or any other general query.

Additional task:

• Handling team of 2 QAs in terms of their attendance and any other 'on the spot' needs from the India side.
• Taking care of peer-to-peer bonding activities like fun sessions, team outings, and offsites.

• Company Overview: UK based inbound process
• Dealing customer motor accident claims
• Promoted as a complaint handler for the process in 6 months of production
• Handled formal complaints of the customers
• Promoted as Quality and Compliance Analyst for the process
• Managing the quality and compliance of the process by auditing agents work
• Also reporting out the quality to leadership in timely manner
• UK based inbound process
• Completed Six Sigma (Green Belt) certification

• Company Overview: US based inbound process to solve the functionality based queries of the event website for the event planners
• Designing event websites for CVENT CLIENTS using CVENT Web based application
• US based inbound process to solve the functionality based queries of the event website for the event planners

• Company Overview: US based inbound process related to premiums for the group policies over the phone
• US based inbound process related to premiums for the group policies over the phone

• To handle inbound calls from Honeywell employees related to technical issue, document it and route to the concerned dept
• To get it resolved