Azruddin Khan

Experience

• 

  Spanco BPO

  Aug 2011 - Apr 2013

  I am responsible for analyzing data to identify the root cause of low quality scores and high fatal errors. Additionally, I represent the Quality Department in calibration sessions with other centers and the client to ensure alignment and consistency.Internal calibrations with the client and my team are a regular part of my role. I conduct call quality sessions during new hire training, focusing on providing valuable feedback and guidance to agents to instill the right processes, behaviors, and a strong customer service mindset.To drive process improvement, I initiate and implement key initiatives. I conduct quality sessions with various teams, highlighting common errors on calls and suggesting corrective plans to minimize them. Through floor walking, I offer support in handling exceptional scenarios faced by agents and handle escalations when necessary.A critical aspect of my role is to ensure that feedback is consistently provided to each executive, fostering continuous improvement and professional growth. I am dedicated to maintaining high standards of quality and promoting a culture of excellence throughout the organization. Show less I embarked on my professional career with great zeal and had the privilege of being associated with the Reliance Telecom process. I demonstrated exceptional commitment and dedication, which led to my promotion within my first job. Starting off as a customer service representative, I quickly proved my capabilities in resolving customer queries, fulfilling their requests, and addressing any complaints. This achievement early in my career further fueled my passion for delivering excellent service and propelled me towards continued growth and success in my professional journey. Show less

  • Assistant Quality Analyst

    Jul 2012 - Apr 2013

  • Customer Service Representative

    Aug 2011 - Jun 2012
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  Competent Synergies

  Apr 2013 - Jul 2014

  Quality Analyst

  In my role, I was involved in various activities related to monitoring, analysis, feedback, and reporting. I actively participated in team huddles and provided briefings on new updates to ensure effective communication within the team. Additionally, I conducted BQM sessions and performed calibrations to ensure consistent quality standards.I was responsible for training and obtaining OJT certifications for team members, ensuring their proficiency in handling customer calls. I conducted detailed analysis of both short and long calls, as well as analyzed CDR, ACPT, time and motion, repeat calls, and I-sat metrics to identify areas for improvement.Throughout these tasks, I maintained a strong focus on accuracy and attention to detail to derive meaningful insights and drive performance enhancements. Show less

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  One Point One Solutions

  Jul 2014 - Nov 2017

  I effectively managed the DISH TV prospective process with a team comprising of 120 associates and 7 team leaders. I actively participated in business reviews, including WBR, MBR, QBR, and YBR, to keep clients updated on the call center's performance.My role involved conducting thorough business analysis and providing valuable inputs to enhance the efficiency of service delivery. I also took charge of analyzing assigned projects and delegating tasks to team members based on their areas of expertise.To drive continuous improvement, I conducted extensive research on performance, identifying successful processes as well as any loopholes or malfunctioning operations. Monitoring the team's performance was an essential aspect of my responsibilities.Additionally, I generated comprehensive reports, analyzed trends, and created daily dashboards to provide valuable insights for decision-making and performance evaluation.Throughout my tenure, I consistently strived for excellence and contributed to the overall success of the DISH TV process. Show less I successfully managed the overall quality of the Dish TV process across three sites: Gurgaon, Mumbai, and Bangalore, encompassing a total of 700 associates and a Quality Team of 15 QAs. In this role, I closely coordinated with clients to ensure adherence to Quality Key Performance Indicators (KPIs) and the implementation of new targets.Regular call calibration sessions with clients and process heads were part of my responsibilities, ensuring alignment and continuous improvement. Additionally, I actively participated in business reviews, including Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), Quarterly Business Reviews (QBR), and Yearly Business Reviews (YBR), providing valuable updates on call center performance.Through thorough business analysis, I identified areas for improvement and provided insights to enhance service delivery efficiency for our customers. Assigning tasks based on team members' areas of expertise, I ensured a well-organized and efficient workflow. Moreover, I conducted research on performance, identifying successful processes and pinpointing any loopholes or operational issues.Monitoring team performance was a crucial aspect of my role, ensuring productivity and adherence to quality standards. I generated comprehensive reports, analyzed trends, and provided a daily dashboard to facilitate data-driven decision-making and continuous improvement efforts.With my experience in quality management and process optimization, I am equipped to contribute to new opportunities and drive excellence in similar roles Show less

  • Assistant Manager Sales Operations

    Mar 2017 - Nov 2017

  • Team Manager Quality

    Aug 2015 - Feb 2017

  • Quality Analyst

    Jul 2014 - Jul 2015
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  Silaris Informations Pvt Ltd

  Nov 2017 - Aug 2021

  I successfully set up and managed the Gurgaon center for the Max Life Insurance process. During my tenure, I led the expansion of the center from 34 seats to 230 seats. As a result of our accomplishments in the term business, we were entrusted with new lines of business, including savings, affiliate, and cross-sale inbound.Collaborating closely with the tech team, I implemented various integration strategies to enhance performance. These included CWYL calling, revisit strategies, dual calling, and lead stage calling. These initiatives significantly improved efficiency and productivity.In my role, I was responsible for preparing and presenting weekly, monthly, and yearly reviews to clients. I also had accountability for overseeing the daily performance of Assistant Managers, ensuring their productivity, goal achievements, and adherence to workflow deadlines.I diligently monitored both internal and external quality, agent productivity, and absenteeism. I provided regular reports to the Center Head on the overall project performance. Actively participating in business conference calls, I consistently offered valuable suggestions for areas of improvement.Meeting contractual obligations and exceeding client expectations were my top priorities. I ensured the achievement of targets and adherence to the specified service levels (SLs) set by the client. Furthermore, I established innovative systems and procedures for effective data handling and reporting, continuously seeking opportunities for improvement.As part of my responsibilities, I ensured the completion of daily logs according to the required process. Additionally, I facilitated and coordinated agent skills assessments in collaboration with the Quality and Training departments. My focus on customer satisfaction, productivity, escalation management, and service level achievement drove the team towards achieving targets. Show less

  • Sales Operations Manager

    Apr 2019 - Aug 2021

  • Assistant Manager Sales Operations

    Nov 2017 - Mar 2019
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  One Point One Solutions

  Aug 2021 - Mar 2022

  Sales Operations Manager

  I was responsible to manage BhartiAxa Life Insurance & Airtel Payment Bank process. I successfully created a business line worth 1 crore within six months. Working closely with the AVP and the Support Team (Quality & Training), I ensure the smooth and timely delivery of agreed service level agreements (SLAs).As part of my role, I am accountable for monitoring the daily performance of Assistant Managers, including productivity, goal achievements, and meeting workflow deadlines. I facilitate and coordinate agent skills assessments with the Quality and Training departments to ensure continuous improvement.Customer satisfaction, productivity, escalation management, and service level achievement are key priorities. I maintain a documented track of performance, monitor internal and external quality, agent productivity, and absenteeism. I provide regular reports to the Centre Head on the overall project performance.Active participation in business conference calls allows me to suggest areas of improvement and present weekly/monthly performance reports to senior management and clients. I work diligently to meet contractual obligations and exceed client expectations.My focus on achieving targets and adhering to specified service levels (SLs) ensures consistent results. I establish innovative systems and procedures for efficient data handling and reporting, constantly seeking opportunities for improvement.I ensure the daily completion of logs in accordance with the required process, maintaining meticulous attention to detail and accuracy.Overall, my goal is to drive success, deliver exceptional performance, and continuously enhance processes to exceed client expectations. Show less

• 

  InsuranceDekho

  Jun 2022 - now

  At InsuranceDekho, I am entrusted with the responsibility of building and optimizing the B2C insurance sales process. Leading a talented team, our mission is to drive quality sales and exceed business goals. Through cross-functional collaboration and data-driven insights, we continuously refine our sales strategies, streamline operations, and ensure a seamless customer experience. With a relentless focus on delivering exceptional results, we are committed to positioning InsuranceDekho as a prominent player in the insurance industry. Together, we strive to create a sales ecosystem that maximizes customer satisfaction and propels business growth. Show less

  • Senior Manager Sales - B2C Life

    Dec 2023 - now

  • Sales Manager - B2C Life

    Jun 2022 - Nov 2023