RAJUNANDA PHANJOUBAM
New Delhi
Summary
Experienced Senior Quality Analyst with a strong history in compliance monitoring, and enhancing customer satisfaction through training and trend analysis. Skilled in Google Ads, PPC optimization and SEO optimization, contributing to team growth and operational improvements. Committed to delivering high-quality results and continuous improvement in performance.
Overview
17
17
years of professional experience
Work History
Senior Quality Analyst
Accenture (Google Vendor Partner) - Google Ads Process
06.2023 - Current
- Quality Assessment: Evaluate the effectiveness and professionalism of the interaction, ensuring that agents follow protocols, handle customer queries efficiently, and maintain appropriate communication standards.
- Performance Feedback: Provide constructive feedback to agents based on call quality, identifying strengths and areas for improvement to enhance customer satisfaction and team performance.
- Training and Development: Use insights from audited calls to inform agent training programs, helping agents refine their communication, product knowledge and problem-solving.
- Identifying Trends and Issues: Spot recurring issues or patterns in customer interactions, which can indicate process gaps, product issues, or customer pain points, providing valuable insights for operational improvements.
Quality Analyst
WNS (Google Vendor Partner) - Google Ads Process
02.2019 - 06.2023
- Coached and mentored new representatives until an acceptable level of Google Ads proficiency was achieved.
- Reviewed and analyzed CSAT bottom quartile alerts on a weekly basis to ensure quality assurance, and reported irregularities to the Group Supervisor for proper agent coaching.
- Developed Google Ads training materials and procedural processes, and participated in training classes.
- Monitored agents, and completed statistical agent and departmental reporting.
- Provided accurate, consistent, and constructive performance feedback to agents.
- Ensured the quality of agent performance, company standards, and procedures.
- Facilitated third-party client calibrations and conference calls.
Senior PPC Analyst
Southall Travel (Onkar InfoTech)
07.2015 - 01.2019
- Pay-Per-Click (PPC) campaign setup and optimization of Google AdWords and Bing through ongoing testing of ad copy, landing pages, bidding strategies, ad extensions, and more.
- Analysis and reporting of results, as well as making performance recommendations.
- Maximizing sales, lead generation, and sign-ups.
TL Internet Marketing
Samyak Online Services Pvt. Ltd
12.2013 - 06.2015
- Perform daily PPC account management on Google AdWords and Bing for a variety of clients.
- Prepare the landing page according to PPC keywords to improve the quality score.
- Refine keywords for each ad group.
- Define a bid for particular keywords according to the market area.
Senior Internet Marketing
Shine Web Solutions Pvt. Ltd.
02.2011 - 11.2013
- Conduct keyword research based on highly relevant and trafficked keywords.
- Utilize on-page and off-page optimization strategies to achieve high rankings in search engine results pages, and increase relevant organic traffic.
- Suggest improvements for internal architecture, identify content gaps, and communicate any new content opportunities.
- Write end-of-month progress reports.
- Prepare search engine ranking and traffic reports to assess areas of potential improvement.
- Monitor, track, and report website traffic, including trend analysis using site analytics solutions.
Associate Internet Marketing
Magnon Interactive Pvt. Ltd
09.2009 - 01.2011
- Optimizing the websites to increase traffic.
- Analysis of the client’s website, competitor analysis, and top keywords analysis.
- Keyword Researching.
- On-Page and Off-Page Optimization
- Content optimization: Search engine-friendly content development.
- Configuring the Google Webmaster Central Tool.
- Monitoring the website traffic with Google Analytics.
Associate Search Eengine Marketing
Indigo Systems and Technology Pvt. Ltd
04.2008 - 08.2009
- Manage ongoing Internet marketing campaigns, such as Search Engine Optimization (SEO) and Keyword Research.
- On-Page Optimization: Meta Optimization, Content Optimization, Code Optimization, URL Optimization.
- Off-Page Optimization: Business Listing, Yellow Page Listing, Directory Submission, Article Submission, Blog Commenting and Submission, PR Submission, Forum Threads and Commenting, Link Exchange, Link Building.
- Link Exchange, Google Local Listing.
Education
B Tech - Computer Science
U.P Technical University
Uttar PradeshSenior Secondary -
Rayburn Hr Secondary School
Churachandpur, ManipurHigh School -
St Mary's High School
Churachandpur, ManipurSkills
- Quality assessment
- Compliance monitoring
- Performance feedback
- Training development
- Agent coaching
- Google Ads management
- PPC campaign optimization
- SEO strategy
- Performance analysis
- Market research
- Keyword research
- Landing page optimization
- On-page optimization
- Content optimization
Timeline
Senior Quality Analyst
Accenture (Google Vendor Partner) - Google Ads Process
06.2023 - Current
Quality Analyst
WNS (Google Vendor Partner) - Google Ads Process
02.2019 - 06.2023
Senior PPC Analyst
Southall Travel (Onkar InfoTech)
07.2015 - 01.2019
TL Internet Marketing
Samyak Online Services Pvt. Ltd
12.2013 - 06.2015
Senior Internet Marketing
Shine Web Solutions Pvt. Ltd.
02.2011 - 11.2013
Associate Internet Marketing
Magnon Interactive Pvt. Ltd
09.2009 - 01.2011
Associate Search Eengine Marketing
Indigo Systems and Technology Pvt. Ltd
04.2008 - 08.2009
B Tech - Computer Science
U.P Technical University
Senior Secondary -
Rayburn Hr Secondary School
High School -
St Mary's High School
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