Team Lead Quality at Dubuat Engineering (2020-12 – 2026-01)
- Led a team of 8 Quality Analysts, ensuring consistent quality monitoring across voice process.
- Conducted daily/weekly call audits and shared actionable feedbacks to improve agent performance.
- Achieved 40-45% improvement in QA scores through targeted coaching and process refinement.
- Managed calibration sessions with operations and clients to align quality standards.
- Prepared and presented weekly/monthly MIS reports highlighting trends, gaps, and improvement plans.
- Partnered with Training and Operations teams to reduce repeat errors and improve CSAT, REPEATS, and FCR.
- Ensured adherence to SOPs, compliance, and data security standards.
- Monitored Quality Analysts interaction with Agents and their Feedbacks.
- Delivered structured feedbacks to Quality Analysts how to improve communication and process accuracy.
- Identifying Quality gaps and also monitoring conversation of Quality Analysts and Team Assigned and provide feedback to be a Team Player for Excellent Results.
- Maintained detailed audits and compliance documentation not compromising in SLA
- Promoted to Team Lead Quality Analyst within 2 years.
- Recognized for Best Quality Performance (2022)
- Successfully supported client audits with zero major non-compliance findings.
Workforce Management Executive at Dubuat Engineering (2018-09 – 2020-09)
Skilled in forecasting, scheduling, real-time monitoring, and reporting in BPO/operations environments. Experienced in optimizing staffing levels, tracking KPIs, and ensuring SLA adherence. Adept in using WFM tools, analyzing data trends, and improving operational efficiency.
- Assisted in creating daily and weekly staffing schedules based on forecasted volumes.
- Monitored real-time call queues, staffing gaps, login/logout updates, and agent adherence and SLA risks.
- Prepared hourly & daily reports (SLA, AHT, shrinkage, occupancy).
- Prepared 30+ daily / weekly WFM reports including SLA by 15%, AHT shrinkage, and occupancy.
- Supported the operations team by providing real-time updates for performance improvement.
- Helped identify trends causing SLA drops and recommended corrective actions.
- Coordinated with Team Leaders to manage absenteeism, break adherence, and schedule compliance.
- Identified performance gaps and recommended corrective actions.
- Generated hourly/daily/weekly reports (AHT, SL, Forecast Accuracy, and Occupancy).
- Created agent schedules ensuring optimal staffing and minimization of idle time.
- Release all daily BAU reports after thorough review.
- Generate both periodic and ad hoc reports as needed.
- Preparing Month end and Quarter end PowerPoint presentation for management reviews.
- Attending regular meetings with the management to note all the latest updates and cascading the same to team members.
- Mentoring and coaching the team members in new technology to improve the skills.
- Interprets data and turns it into meaningful information which can offer ways to improve a business, thus affecting business decisions.
- Responsible to gather information from various sources and interpret patterns and trends.
- Creating dashboards and key trends using analytic tools like Power BI.
- Responsible to automate all the manual reports to reduce the effort and save time.
- Regular meetings with the automation team to track the status and target to close all the automation before time.
- Perform UATs when there is any new changes in the dumps or reports are created.
- Give the UAT comments; document the test results and deviations.
- Make changes in existing reports during re-org, design new reports based on new requirement.
Production Agent L3 at Dubuat Engineering (2015-06 – 2018-06)
Strong communication, workflow coordination, and quality checking abilities in a BPO Environment. Skilled in managing Production Queues, maintaining SLAs, monitoring process performance, and delivering accurate results within strict timelines. Quick Learner with strong analytical thinking and a commitment to operational excellence.
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Update own availability in the RAVE system to ensure productivity of the process.
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
- Resolve client queries as per the SLAs defined in the contract.
- Document and analyze call logs to spot most occurring trends to prevent future problems.
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
- Avoids legal challenges by complying with service agreements.
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Maintain and update self-help documents for customers to speed up resolution time
- Completed mock production tasks including data verification, updating records, and maintaining task logs
- Created sample productivity reports using Excel and Google Sheets.
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Accurately process and record all incoming call and email using the designated tracking software
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract.
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers, clients and business.
