Taslim Arif

Experience

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  EXL

  Oct 2005 - Jul 2011

  Assistant Manager

  Transaction Quality MonitoringManaging the floor. Observing schedule adherenceManage team performance against objectives & Ensuring SLA’s are met through planningPreparing the Inventory Report for the day and work allocationAssigning responsibilities to teams & maintaining the status about the sameEnsuring the TAT is met the claimsGenerating performance related reportsParticipating in client call on daily basis & preparing MOM for the same. Discussing problems (if any) with the client& asking appropriate solutionCoach and develop team members and provided ongoing feedback and recognition Show less

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  Capita

  May 2014 - Aug 2016

  Assistant Quality Manager

  Managing the Entire Quality function of the process with FTE count of 400Defining Quality Standards and structured Processes / Quality Plans for each operation in the 0rganisation; benchmarking with Global Best Practices and implementing the same in the organizationManaged the transition of the processManaging the Training and Development teamPlanning the training of the new hiresDeveloping & implementing Service Level Agreements between various functions & departments; analyzing results, trends & suggesting corrective action for external customer satisfaction systemsApplying the Coaching & Performance Concept to achieve a Total Quality Workforce; developing systems for communicating standards through Training & Awareness Programs Show less

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  HGS - Hinduja Global Solutions

  Oct 2016 - Apr 2017

  Training And Quality Manager

  Managed e-commerce account in HGS at Mysore center. The headcount was 400. Managed the entire life cycle of the customer – support, query resolution, billing support, dispute resolution for both Voice and Chat supportManaging Internal Audit & Compliance Management framework. Chartering annual audit plan across my accounts, organizing shared resources to conduct the audits, prepare formal audit report , report presentation, and managing businesses for closureMapping of processes to identify bottlenecks impacting Quality, Customer Experience, Repeat Calls, AHT, etc. Post identification of problem, liaise with related stakeholders for solution. Solution may be found through an existing ‘solution kit’, kaizen or though DMAIC approach Show less

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  Concentrix

  Apr 2017 - Aug 2018

  Training And Quality Manager

  Managed Banking Process in Concentrix Bangalore. Managed the entire life cycle of the customer – support, query resolution through Voice and Chat supportMapping of processes to identify bottlenecks impacting Quality, Customer Experience, Repeat Calls, AHT, etc. Post identification of problem, liaise with related stakeholders for solution. Solution may be found through an existing ‘solution kit’, kaizen or though DMAIC approachManaging Internal Audit & Compliance Management framework. Chartering annual audit plan across my accounts, organizing shared resources to conduct the audits, prepare formal audit report , report presentation, and managing businesses for closureDeveloped and Groomed the internal resources by training them on new skill sets Show less

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  Teleperformance

  Aug 2018 - Jun 2020

  Senior Training Manager

  Managed Multiple accounts of multiple domains i.e. Banking, Credit Card, E-commerce, Food Delivery Processes in Teleperformance. Managed the entire life cycle of the customer – support, query resolution, salesSet up effective communication channel with Service Delivery Manager, Trainer and Client. This channel was intended to develop and maintain coordinated approach towards building up quality. Updating relevant staff of the team on all changes / updates and observations madeSet up Training Standards as per client mandate. Ensure quality Delivery during the NHT and the Refresher TrainingsTraining Governance framework development and execution Show less

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  ISON Xperiences

  May 2021 - Mar 2022

  Associate General Manager

  Managed multiple accounts with approx. total FTE size of 2200. The position was national head managing across business across multiple locations and domains i.e. Banking, Credit Card, E-commerce, Processes in ISON. Managed the entire life cycle of the customer – support, query resolution, salesManaging Internal Audit & Compliance Management framework. Chartering annual audit plan across my accounts, organizing shared resources to conduct the audits, prepare formal audit report , report presentation, and managing businesses for closureSet up Production Quality Standards as per client mandate. Ensure quality grading through requisite monitoring and send the results of observation to both, Service Delivery Manager as well as the Client. Also, ensure constant feedback on how to improve. Direct feedback from the Quality Control Inspectors to CERs / Agents being monitored by them thus acting as first level coaches and providing immediate corrective steps Show less

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  Startek

  Mar 2022 - now

  Associate Vice President Quality and Training

  Managing multiple accounts with approx. total FTE size of 5000. The position is AVP managing Quality and Training for multiple business spread across multiple locations and domains i.e. Food Tech, E-commerce, Broadcasting, and Consumer Goods. Managing the entire life cycle of the customer – support, query resolution, sales through various channels, i.e Inbound, Chat, Outbound, Email, tickets etc.Managing Internal Audit & Compliance Management framework. Chartering annual audit plan across my accounts, organizing shared resources to conduct the audits, prepare formal audit report , report presentation, and managing businesses for closureEnsure manpower development as future resource for Quality and Training Department as well as develop internal resources for greater assignments. Develop and maintain conducive environment for the overall development of all team members. Evaluate performances of each one of them, counsel and motivate them for improved performance as well as appraise their past effort Show less