Javed Basha

Seeking a responsible and challenging position in middle level management where my skills and education will have valuable application and will contribute to the growth of the organization. Experienced BPO professional with a solid background in customer support and quality assurance, skilled at managing teams and driving process improvements to enhance customer satisfaction and operational efficiency. Proactive team leader with a strong understanding of quality metrics, coaching, and training, committed to fostering a collaborative work environment that motivates team members to achieve targets and exceed service standards.

Dynamic and results-driven professional with extensive experience in customer service operations and quality analysis, adept at implementing strategic initiatives that improve performance and customer satisfaction in high-volume BPO environments.

Customer support executive at Magus Customer dialog pvt. Ltd. (2015-01 – 2016-01)

Customer support executive handling inbound and outbound calls with focus on customer verification and query resolution

• Making outbound calls to customer verification
• Handle the inbound calls and solving the customer query
• Handling the escalation calls
• Taking care of customer live chats and responding Emails
• Followed the proper updation as per the SOP
• Need to done the proper tagging in CRM
• Need to share the WOW/Good calls to T&Q Team
• Follow the proper roster as prepared by Team leader
• Need to share the value added to floor support based on the VOC
• Managed and prioritized high volume inbound and outbound calls, ensuring timely and accurate responses
• Collaborated with Team Leader to adhere to roster schedules and optimize team performance

Quality Analyst at Magus Customer dialog pvt. Ltd. (2016-02 – 2019-03)

Quality Analyst responsible for auditing calls and emails, conducting quality assurance procedures, and providing feedback for process improvements

• Auditing calls and emails based on set parameters and CTQ's
• Audit the CSAT rating calls based upon the customer low inputs
• Long & Short AHT calls analysis done on daily basis
• Giving feedback to the operation regarding any deviations in process
• Referred unresolved customer grievances to designated departments for further investigation
• Daily feedback shared based upon the lacking areas
• Conduct the weekly team meeting to briefed the quality parameters and Target (based on the AON)
• Taking care of the TNI refresher non availability of trainer
• Developed and maintained Quality Assurance procedure documentation
• Conduct the quality induction session for the new hire batch
• conduct the calibration session to check the audit platform with OPS and External
• Dip stick has been done based on the process updates
• Time and motion steady has been done on monthly basis to measure the AHT target
• PKT conducted on twice in a month
• Maintain the tracker of Refresher (Pre And post)
• Regular huddles conducted based on the process observation
• Audited customer interactions to ensure compliance with quality standards and identify areas for improvement
• Analyzed call handling time metrics (AHT) to optimize team productivity and customer satisfaction
• Provided actionable feedback to operations teams to address deviations and enhance service quality
• Conducted calibration sessions with cross-functional teams to maintain audit consistency
• Managed PIP (Performance Improvement Plan) tracking and documentation to support employee development

Team Manager at CAMS Insurance Repository Pvt LTD (2019-07 – 2025-07)

Team Manager overseeing SLA & Billing compliance, data analysis, quality assurance, and team leadership for insurance repository operations

• Taking care SLA & Billing part of the assigned process ensure to maintain Nill penalty
• Data assignment and analysis based on the data pattern
• Best disposition analysis, Risk score analysis, Payment behaviour analysis
• Propensity module data analysis based on the client input data
• Able to do all kind of MIS work and PPT preparation
• Random call audit will be done to analysis the process gap and identified training gaps
• Giving feedback to the operation regarding any deviations in process
• Daily and weekly MIS reports will be published to client as per the fixed timeline
• Referred unresolved customer grievances to designated departments for further investigation
• Maintained with good notes with client management
• Maintain the APR report & monitoring the agent dial time, Wrap time, Idle time & Talk time
• Daily DRR monitoring and taking care of data reassignment for best result
• Handling digital communication part to share the IVR, SMS & WhatsApp communication
• Led and motivated a team of customer support executives to achieve service level agreements and quality standards
• Implemented performance tracking systems to monitor team productivity and identify training needs
• Facilitated regular team meetings to communicate targets, share best practices, and address operational challenges
• Collaborated with cross-functional teams to streamline processes and improve customer satisfaction scores
• Developed and implemented coaching and development programs to enhance team skillsets and performance
• Coordinated with workforce management to optimize staffing and shift schedules, ensuring adherence to operational requirements and maximizing team efficiency
• Analyzed and reported on key operational metrics to senior management to inform strategic decision-making and improve service delivery
• Implemented standardized process improvement initiatives to enhance operational workflows and reduce handling times

CSE in Computer Science – Institute of Computer Accountants

HSC – Dhanalakshmi Hr.sec school

SSLS – Dhanalakshmi Hr.sec school