Kalam Ansari

Experience

• 

  Aegis Argentina

  May 2010 - Oct 2011

  Senior Customer Service Associate

  Responsibilities:• Handled Escalation Calls• Floor Walking• E-mail to Customer, Distributor• Handled Complaint Calls• Handled OJT batches• Provided Training• Audited Calls• Displayed Dashboard on Weekly Basis.• Calibration

• 

  Wipro

  Oct 2011 - Nov 2014

  Quality Analyst

  Responsibilities:• Audited Transaction for the agents and provided timely feedback• Assisted the CSE’s/TL’s on the floor with their issues related to Transaction.(Floor Walk)• Conducted refresher/Vitality trainings• Participated in calibrations with clients on weekly basis.• Prepared weekly tests and Briefings for the floor• Analyzed the defect and accordingly trained the team for the same.• Timely feedback given on quality and cascading process updates to the team.• Responsible for reports sending on daily/weekly basis in regards to Quality of team• 5 appreciation letters from Client for Top QA. Show less

• 

  Salesify, Inc.

  Nov 2014 - Nov 2020

  Responsibilities:• Working as Team Leader in Quality Department & Managing a team of around 15-20 Quality Analysts• Train the team members and help them improve their contact discovery• Ensuring there is minimum Headcount to be used for complete the allocation.• Following up with the delivery team to ensure the delivery file is sent on time for each campaign.• Interacting with the BDM for relaxation in specs if the campaign has any challenges.• Monthly One and One Session with team member.• Before QA’s start with their Audits explain them about campaigns and audit procedure.• Working on Linkedin Tool and Internal projects tool (E.g – Casper, CRM etc) Show less Responsibilities:• Responsible for Quality check telephonic research and data collection in various geographies globally.• Working on different campaigns (Events, CDQA, AMT, Data, Appends, and Profiling) as per the updates.• Quality check the leads generated by Research Analyst as per project specifications, key deliverable & campaign requirements.• Collected, Analyzed, Interpreted and Verified information from a variety of sources (Search engines) for inclusion in a number of database formats and compile information in various database formats.• Flash the Quality reports after work completion.• Flagging the Research Analyst for incorrect data & information.• Maintained all the quality checks data as per Quality department.• Also be a part for work allocation within the QA's.• Follow up with the delivery team to ensure the delivery file is sent on time for campaigns.• Interact with the BDM for relaxation in specs if the campaign has any challenges. Show less

  • Quality Team Lead

    May 2018 - Nov 2020

  • Quality Analyst

    Nov 2014 - May 2018
• 

  Facile Services Pvt Ltd

  Nov 2020 - now

  Team Leader - Quality & Service Delivery