Sk. Noor Mohammad

Experience

• 

  Prachee Sthapati Limited

  Aug 2009 - Jan 2011

  Interior Designer

  • Prepare architectural & Structural Plan.• Prepare electrical & plumbing drawing.• Prepare Interior & Exterior drawing. • Invent 2D & 3D Interior design.Major Clients :• Asset Development Ltd.• Dom Inno Builders Ltd.• Shahjalal Builders Ltd.

• 

  Digicon Technologies Ltd

  Feb 2011 - Feb 2016

  • Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications. • Assessing client’s requirements and ensuring that these are met in time. • Setting customer service standards. Investigating and setting standards for quality. • Ensuring that quality processes comply with standards at both internal and external level. • Working with operating staff to establish procedures, standards, systems. • Writing management/technical reports and client's charters. • Determining training needs. • Acting as a catalyst for change and improvement in performance/quality. • Directing objectives to maximum target met. • Recording, analyzing and distributing statistical information. • Writing up Quality Assurance manuals.• Maintaining the company’s SOP system.• Dealing with technical issues as they arise.• Assisting with the training and development of staff.• Monitoring performance.Major Clients :• Airtel Bangladesh Limited • Teletalk Bangladesh Limited• Samsung Bangladesh Limited Show less • Develops and implements a Quality Assessment Plan, ensuring annual update. • Develops and implements a Performance Improvement Plan, ensuring annual update.• Act as a liaison with clients and internal departments.• Identifies, suggests, and implements plan to drive quality improvement across entire call center by using PDCA. • Keeps the operations team aware of upcoming regulatory changes and provides recommendations for changes required to operations as a result.• Collects and evaluates data using various quality methods.• Coordinates timely Quality Assurance result reporting.• Leads and supervises the Quality Assurance Team effectively.• Facilitates effective meetings.• Maintain to continuity BQM 360° projects.Major Clients :• Airtel Bangladesh Limited • Teletalk Bangladesh Limited• Samsung Bangladesh Limited Show less • Monitor and asses overall quality of customer service output by analyzing a number of selected calls, thus compiling an overall assessment of each individual agent and the department to measure if targets are met for Airtel process.• Monitor, analyze and develop staff skills by assessment of calls.• Being the first point of contact for complaints against an agent or TL made by a customer or Airtel service assurance, investigates these complaints and identifies solutions.• Prepare and conduct Airtel customer survey via ICE to ascertain qualitative information on customer satisfaction and identify suggestions on improvements.• Take fortnightly refresher to ensure best qualitative service by sharing agent’s problem and solutions.• Lead calibration session with Airtel is to bridge scoring gaps between Digicon Quality auditors & Airtel Service Assurance team. One pre-recorded calls of each process is played in a common forum, the same is rated and discussed.• Prepare overall quality presentation of the process and present to the Head of quality department in every fortnight basis.Major Client :• Airtel Bangladesh Limited Show less

  • Assistant Quality Assurance Manager

    Jan 2014 - Feb 2016

  • Senior Quality Analyst

    May 2013 - Dec 2013

  • Quality Analyst

    Feb 2011 - Apr 2013
• 

  Beximco Communications Limited

  Mar 2016 - now

  1. Monitor call center performance and operation as per resources planning based on analysis of regular and hourly call flow and do necessary communication with partner for further improvement in operations & processes.2. Manage partners to ensure smooth operation and performance.3. Monitor channel partner center performance and operation as per resources planning based on analysis of regular and hourly call flow and act as a liaison between Channel partners and call center operation.4. Leading Hybrid model on manpower utilization among LOBs.4. Leading UAT with cross functional team of any new product/service/process/system launching.Analyze and provide customer insights & various reports to cross functional team/management5. Validate partner’s billing report for contact center6. Contribute to company sales through guiding, monitoring and reinforcing frontline team ensuring qualified leads7. Actively contribute to prepare contact center Budget8. Contribute to set KPI/P&L for contact center partners9. Plan and execute contact center operational strategies Show less • Planning the operations of the Contact Center, including manpower, facilities forecasting and problem identification.• Partner Management. • Decision making in order to continuously improve performance of the Contact Centre and meeting KPIs.• Implementation and maintenance of effective management systems.• Monitoring reasons for calls and customer needs to ensure that the Contact Centre are on a continuous improvement path.• Identifying and arranging trainings through Training and Development team of the Contact Centre.• Manage all operational activities at the Contact Center by providing optimal support to Contact Center for all back end dependent operations.• Business intelligence analyses and Customer Service planning, implementation of programs to generate customer satisfaction and ensure operational effectiveness/efficiency of business operations.• Supervise day-to-day operations of all Contact Center team.• Provide regular recommendations for automation of Customer Service Procedures through software development.• Lead to process automation to ensure efficiencies and reduce turnaround time.• Management of Day to Day Operation and Business Strategy.• Ensuring process compliance and standardization.• Active participation in company cross functional forum to launch new products & system operations along with UAT operation management.• Manage entire bulk customer communication through SMS.• Arrange workshops/meetings with relevant stakeholders (internal and business partners) for setting action plans to enhance the quality of service and also to improve the customer satisfaction. Major Achievements :• Inauguration first ever contact center operation of Beximco Communications Ltd. before the soft launch of RealVU, Commercial launch of AKASH the very first own DTH of Bangladesh.• Introduced customer retention activities through outbound team to control churn.• Strong participation in company total sales boost up from Contact Center. Show less

  • In-Charge of Voice Channel-Contact Center & Channel Partner Helpline, Customer Service

    Feb 2021 - now

  • Deputy Manager

    Mar 2016 - now