Shaikh Mohseen Ahmed

• Managing a team 20 agents for customer support and sales process.
• Plan, assign and allot the daily work.
• Supervise the team and review their productivity, quality and efficiency.
• Interact with the clients for process update
• Provide feedback and effective coaching to the agents to improve the performance.
• Generate report for team metrics and analyze the performances
• Provide suggestions and recommendation for improving customer experience, team accuracy and process improvement
• Client calibrations.
• WBRs (Weekly Business Reviews) and MBRs (Monthly Business Reviews).
• BAU (Business-As-Usual) Audits
• NPS (Net Promoter Score) Analysis
• Mystery Audit
• TNI and TNA
• Critical thinking to improve customer experience
• Analyze and track performance of team members
• Identify improvement areas and perform case studies to implement measures to maximize customer satisfaction levels
• Monitor performance of the process as described in the SOP
• Publish daily reports to the management
• Mentoring new team leaders.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

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• Managed 15 Quality advisor and used on the different projects as per the requirement.
• ATA auditor to make sure QAs are aligned to project goals,
• Set up and managed team meetings.
• Produced quality standards, checklists, report templates, and processes.
• Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
• Facilitated clear communication between internal departments, ensuring all parties remained aligned on goals throughout the duration of each project.
• Partnered with project team members to identify and quickly address problems.
• Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.

• Monitored and audited International Sales calls and Technical calls for one of the computer giant for US client.
• Provided detailed feedback to the agents by monitoring the calls and chats.
• Effective coaching was provided based on the skill set and behavior of the agents.
• Generated reports and sharing to the team manager
• Take part in call calibration sessions with the operations team and clients.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
• Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
• Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
• Led root cause analysis initiatives that resulted in significant reduction in recurring defects.