Arbaz Hussain

Experience

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  Globiva

  Dec 2020 - May 2022

  Quality Analyst

  Experienced professional skilled in customer service and quality analysis. Transitioned from handling customer inquiries to driving improvements as a Quality Analyst. Expertise includes feedback provision, hygiene audits, training, and talent assessment. Committed to enhancing customer satisfaction and team performance through strategic insights and continuous development initiatives.

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  Livpure Smart

  May 2022 - May 2024

  Training and Quality

  Experienced trainer and senior quality auditor adept at driving operational excellence and performance improvement initiatives. Skilled in conducting root cause analysis, implementing corrective measures, and ensuring alignment between quality and quantity metrics. Proficient in creating quality dashboards, leading calibration sessions, and overseeing AI-based audit mechanisms. Known for effectively training agents and conducting call listening sessions to share best practices. Adept at handling multiple lines of business and ensuring adherence to SOPs. Committed to enhancing team performance and delivering exceptional customer service across various channels. Show less

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  Reboot XP

  May 2024 - Oct 2024

  Training and Quality

  Responsible for training and quality assurance in a BPO setting, with a focus on sales calls. Tasks include enhancing agent productivity, ensuring call quality, and providing support for business growth initiatives.