أحمد Qhaliq

Team Leader في Knoah Solutions

• الهند - حيدر اباد
• يناير 2003 إلى ديسمبر 2010

Floor In-charge:

• End-to-End operations management
• SLA management: Focus on SLA adherence, processes compliance, increase productivity
• Design Standard Operating Procedures(SOP’s) and workflows
• Supervise & Coach, Mentor, and Monitor teams/individual's performance.
• Initiate/attend Quality Calibration, Quality Audits and initiate corrective measures
• Cross train Team Members (Knowledge transfer, set cross training targets based on personnel development)
• Weekly Deep Dive analysis of CSAT(Negative) feedback & WOW(positive)
• Drive-in calls with different vendors of Client on weekly(Quality) basis to discuss new issues and update teams