Syed Md Zahid Alam

Quality Assurance Oversight: Develop, implement, and manage quality assurance processes and standards to ensure outbound sales teams consistently meet or exceed service and performance expectations. Monitor and evaluate sales calls, emails, and interactions to assess compliance with company standards, industry regulations, and customer satisfaction guidelines.

Quality Audits & Evaluations: Conduct regular audits of outbound sales interactions, identifying strengths and areas for development. Assess adherence to scripted guidelines, tone, objection handling, and the ability to close sales effectively.

Customer Feedback & Satisfaction: Track and analyze customer feedback, survey results, and Net Promoter Score (NPS) to measure satisfaction with the Inbound & outbound sales experience. Work with sales teams to implement improvements based on customer insights and feedback. NPS improved by >10 points and best ever NPS achieved

Compliance & Regulatory Oversight: Ensure that all outbound sales activities are conducted in accordance with industry regulations, company policies, and ethical standards. Monitor adherence to compliance guidelines and implement corrective actions when necessary.

Align Quality with Sales Goals: Work closely with the sales and marketing teams to understand market demands, customer expectations, and how product quality can directly support sales strategies.Provide Quality Insights for Sales Strategy: Use quality data and customer feedback to help the sales team effectively position products, emphasizing key differentiators like durability, reliability, or performance.

• Worked with the organization catering to India’s top PSU Bank – Bank of Baroda spread across 2 locations at Gandhinagar and Bangalore with HC of approximate 1100+
• Sales Performance: Drive sales by identifying opportunities for upselling and cross-selling banking products and services such as savings accounts, loans, credit cards, and insurance. Achieve and exceed sales targets through proactive engagement with customers.
• Compliance & Risk Management: Ensure adherence to all regulatory and compliance guidelines while delivering service to customers. Maintain up-to-date knowledge of banking products, policies, and industry standards.
• Managing End to End Service Quality for the Inbound toll-free helpline of Bank of Baroda, out-bound sales, Credit Card, and feedback survey
• Innovation and process improvements to increase customer experience and brand value
• Sustained and achieved month on month Qualitative performance and scored highest levels of service among the PSU banks (Ease Scoring by Ministry of Finance)
• Redesigning of IVR calls flow and CRM to enhance customer experience and customer handling by the associates

• Worked with the organization catering to India’s top PSU Bank – Bank of Baroda spread across 2 locations at Gandhinagar and Bangalore with HC of approximate 850+
• Managing End to End Service Quality for the toll-free helpline of Bank of Baroda
• Designing of various quality standards for measurement of Internal Quality across Inbound, Out-Bound and Email
• Designed Contact Center strategy to deflects calls from contact center to self-service channels and other low-cost delivery channels
• CRM innovations and automations to enhance customer experience and improve satisfaction
• Process & IVR audits to improve ease of access to information on IVR and self-help options
• Improved Internal Quality score from 75% in May’17 to 90% in Mar’18, saved 10%-5% monthly penalty on invoice
• Customer complaint management, designing of RCA and implementation of action plan for improvement
• Process walks through to understand and improve various processes within Bank of Baroda to improve efficiency, productivity and customer experience

• Quality Head for Pan India including Kolkata, Siliguri, Bhubaneswar, Indore, Kochi, Vijayawada and Trichy with approximate Head Count of 2200
• Managing client relations, attending reviews, drawing action plans and executing them across all locations
• TNPS roll out, designed & drove action plan for improvement of TNPS from negative -5.5 in Mar’16 to positive 36.09 in Feb’17 (LTR), 7.40 ASAT in Mar’16 to 36.09 in Feb’17 and 45.65 FTR in Mar’16 to 69.35 in Feb’17
• Driving initiatives for process improvements and mentoring six sigma projects for cost reduction and metric improvement
• Working on standard operating procedures and analyzing gaps in existing ones and streamlining the same
• Driving audits and governance across all locations, ensure adherence to process and policies
• Analysis and drill down for process correction and driving innovation across locations to add value to clients and customers

• Quality Head for Eastern region including Kolkata, Siliguri, Bhubaneswar and Indore with approximate Head Count of 1500
• Managing client relations, attending reviews, drawing action plans and executing them across all locations
• Driving initiatives for process improvements and mentoring six sigma projects for cost reduction and metric improvement
• Working on standard operating procedures and analyzing gaps in existing ones and streamlining the same
• Driving audits and governance across all locations, ensure adherence to process and policies

• Quality Lead for Kolkata and Bengal Circle managing Prepaid, Postpaid and PGC customer care with a HC of 1200 (approx)
• Call monitoring process - Monitor performance according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
• Working on standard operating procedures and analyzing gaps in existing ones and streamlining the same
• Doing root cause analysis for metrics not being met as and when requested by internal and external stakeholders
• Evaluate the Quality Management System and preparing TNI
• Improvement action plans for associates and process - Provide specific performance feedback, both positive and corrective
• Observe Client Interactions – Calibration call, update calls, Bi-Weekly calls and other client calls
• Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery
• Managing the changes identified in the process/Project – Planning and executing the changes identified

• Leading a team of Team Leaders and associates motivating them to achieve the team’ SLA
• Achieving of all KPI's and SLA's set by the clients with strict adherence to Quality parameters
• Managing team responsibilities by allocating work to the Team Leaders
• Conducting skip level meetings
• Prioritizing and assigning work to associates and initiating corrective measures to resolve day- to- day work related problems including scheduling, break management and devising strategies to minimize attrition & absenteeism
• Coordinating call calibration with the Team Leaders and the QA team
• Initiating and administrating the rewards and recognition program for the team
• Organizing the monthly team outings in coordination with the associates and the team members
• Organizing weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPI’s
• Updates self regularly on the process changes, process manuals
• Interacting with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements
• Maintaining harmony among employees and resolving grievances; assisting subordinates in performing their duties; adjusting errors and complaints

• Mentoring a team of 18 Executives, making reports and KPI’s for the same
• Taking care of 140 logins at one time for pre paid division
• Floor walking for better quality deliverance of executives on calls
• Organizing feedback and coaching sessions for all executives
• MIS reporting and attendance tracking for each day
• Responsible for handling calls of irate customers
• Giving hand to Administration work

• Responsible for answering inbound calls of customers
• Follow up of complaint calls as had to maintain separate logs for complaints
• Will be the officiating Team Leader in the absence of other teams leads
• Responsible for various MIS reporting
• Conduct weekly coaching and feedback sessions for executives
• Responsible for call monitoring and check that the FSA guidelines was followed
• Responsible for process training
• Responsible for day-to-day functioning, administrative work including production floor management
• Develop team member through effective coaching and feedback
• Constantly check whether updates prescribed by clients are followed by agents
• Responsible for handling calls of irate customers
• Floor Support to help executives on calls Driving the team towards 100% quality