Supervisor Quality Assurance

- I have been assigned a task to verify and evaluate sales made to the USA customers through DGS platform.
- My responsibility is to negate the fraudulent sales and enhance the installation rates of the product been sold.
- I need to make sure that everyone is following the suggested sales process by following QA and customer services protocol.
- I am responsible of providing coaching and arrangement of feedback session to ensure perfection and revenue per call.

- I have trained and made perform newly hired staff after the outsourcing process of Warid CS with initial average scores of 65.
- I made my team to enhance their skills and product knowledge, resulting quality scores above 90 in the recent months.
- I have supervised Platinum queue, and gained an elevation in Quality scores from 60 to 90.
- I have helped my organization in maintaining shrinkage KPI 5 and attrition KPI 5. The previous standing for the same team was above 5 for both the KPIs.
- I have helped my organization in stabilizing Postpaid Queue by providing good QA scores. I have made my team to produce QA scores above 90 with in one month time span with controlled shrinkage and attrition. The previous QA score for the same team was less than 60.
- I have been a part of client sessions to revamp different processes to streamline things for our front end staff.
- I have ran an audit on internal product search engines to ensure accurate and precise information availability for front end staff. This has brought stability and accuracy in information been delivered to the customer.

- I have made almost 70 non performers with an average score of 79 to performers with an average score of 90 with an effective leadership.
- I have made a team ranked 2nd for consecutive 3 times, the previous standing of the same team was in bottom 5 teams amongst 15 teams.
- I have supervised the Platinum queue serving high profile customers and maintained a quality score above 95.
- I have made a team to achieve Team of the Month title for consecutive 4 times in a row and setting a new record in contact centre history.
- Out of 18 team members of my team. I have made 15 team members to score above 100 score for 2 months consecutively. This has been a unique record on its own.
- Revamped OTA GPRS Settings by an automated technology, resulted in call reduction and highest customer satisfaction.
- Revamped Block on Stolen & Fraudulent complaint handling process from helpline for better customer experience.
- I have helped Customer Experience Teams in developing tool to cater franchise complaints on spot rather going for a complaint with a TAT of 4 days, resulting in customer satisfaction and ensuring FCR.
- I have provided an effective training to the batches moved internally to Posptaid and Platinum queue. The average performance of these batches were above 90.
- I have maintained a quick response time i.e. less than 120 seconds, for internal escalations over the phone amongst 30 operation supervisors. It helped CSR to provide FCR.

- I have presented over 1000 Radio and live road shows with unique format and versatile approach.
- I have interviewed different celebrities from different fields of life.
- Ranked 2nd top broadcaster in local radio channels in an online survey conducted in year 2008 for Lahore city.

- 3 Titles of employee of the month in a contact center of 500 employees in a short time span of 1 year.
- I have been promoted to Supervisor Operations with in 2 years and 6 months.
- Maintained 100 Quality Scores of individual performance for 6 consecutive months.
- Ensured 80 retention rate in outbound MNP retention campaign.

- Achieved monthly targets on month to month basis for consecutive 1 year.
- I have generated highest sales i.e. 124 of the actual target in the month of June 2007.
- I was amongst the ones who have achieved targets for 6 quarters in a row with almost 23 growth rate.
- I never missed an opportunity of throwing new ideas and suggestions, I introduced Medical Discussion Meetings to boost the sales process in the assigned territories.