amir shaikh
@amirshaikh3
Results-driven Quality & Business Excellence leader improving performance with data and AI-driven coaching.
IndiaWhat I'm looking for
I’m an Assistant Manager – Quality & Business Excellence with 10+ years of progressive experience across financial services, insurance, and BPO operations. I’m focused on turning call quality and sales performance into measurable, repeatable outcomes.
I spearhead end-to-end call quality audits for 150+ users, driving structured feedback that improved average quality scores by 20% within two quarters. I also design sales scripts and pitch frameworks aligned to business goals, supporting uplift in call-to-conversion ratios.
My work blends operational excellence with people development—leading daily floor briefings, call reviews, and quality induction programs for new joiner batches. I run internal and external call calibration sessions with cross-functional stakeholders to maintain process alignment and quality benchmarking.
I’m certified in AI (Clapingo & Freedom with AI), Six Sigma, and NISM, and I use Power BI plus AI automation (e.g., GreyLabi AI, automation workflows) to build MIS reports, dashboards, and automation-driven quality processes. I’m recognized for leadership and precision, including the Eagle Eye Award and Best Critical Findings Award.
Experience
Work history, roles, and key accomplishments
Assistant Manager – Quality
Motilal Oswal Financial Services Ltd
Mar 2022 - Present (4 years 4 months)
Led end-to-end call quality audits for 150+ users, improving average quality scores by 20% within two quarters through structured feedback and calibration. Built sales scripts/pitch frameworks, ran onboarding and floor coaching, and delivered daily/monthly Power BI and Excel MIS while contributing to GreyLabi AI and BQM automation projects.
Insurance Agent & Sales Trainer
Reliance General Insurance
Jun 2021 - Dec 2022 (1 year 6 months)
Recruited, onboarded, and trained insurance agents on health insurance products to build a field sales channel from the ground up. Resolved client queries and closed high-value calls on behalf of agents, exceeding monthly revenue targets, while providing field coaching and training modules on product knowledge and objection handling.
Insurance Agent & Sales Trainer
Aditya Birla Health Insurance
Jul 2019 - Jan 2021 (1 year 6 months)
Recruited and trained new health insurance agents across markets, strengthening product knowledge and sales capability. Built referral-based lead pipelines that reduced acquisition cost, supported clients and agents with query resolution, and strengthened performance using competitor product research and coaching.
MIS Analyst & Customer Support
Reliance Securities Ltd
Nov 2015 - Jul 2019 (3 years 8 months)
Developed and maintained dashboard MIS reports for technical and outbound teams to enable performance tracking and data-driven planning. Managed inbound HD/franchisee/technical support calls with timely escalation and closure support, and produced monthly inbound/outbound MIS for management reviews.
Customer Service Rep (BPO)
Serco International BPO Pvt Ltd
May 2013 - Oct 2015 (2 years 5 months)
Handled inbound and outbound customer interactions for Etihad Airways via calls, chats, and emails, resolving flight cancellations, delays, refunds, and re-scheduling queries with high CSAT. Managed escalated complaints with empathy and urgency through proactive follow-ups and real-time status updates.
Education
Degrees, certifications, and relevant coursework
amir hasn't added their education
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Tech stack
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