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Arshan Baksh

@arshanbaksh

Operations Team Lead at Futwork, improving team performance through KPI monitoring, quality audits, coaching, and process training.

India

Message

What I'm looking for

I'm seeking a challenging leadership opportunity where I can take greater ownership of operations, contribute to business growth, develop high-performing teams, and grow into larger leadership responsibilities.

At Futwork, I lead day-to-day operations and monitor KPIs, productivity, quality, and process adherence. I conduct quality audits, coach team members based on audit findings, and handle complex customer and operational escalations.

Previously at Futwork, I monitored customer interactions as a Senior Quality Assurance Expert, created quality reports and performance dashboards, and identified process gaps. Earlier, I handled telesales and customer interactions at Futwork and FMT Infotech Private Limited, including outbound sales for international clients.

Experience

Work history, roles, and key accomplishments

Current

Team Lead – Operations

Current

Futwork

Sep 2025 - Present (1 year 1 month)

Lead day-to-day operations and manage team performance by monitoring KPIs, productivity, quality, and process adherence. Conduct quality audits, provide coaching, handle escalations, and prepare performance reports.

Team Leadership Operations Management Performance Management Quality Assurance Auditing Coaching and Mentoring Process Improvement Training and Development Customer Escalation Management Performance Analysis and Reporting Stakeholder Communication Google Sheets and Google Workspace

Senior Quality Assurance Expert

Futwork

Sep 2024 - Sep 2025 (1 year)

Monitored and audited customer interactions to ensure compliance with quality standards. Evaluated agent performance, conducted calibration sessions, identified process gaps, and created quality reports and dashboards.

Quality Assurance Audit Performance Evaluation Calibration Process Improvement Reporting Dashboarding Mentorship

Senior Telecaller Executive

Futwork

Jan 2021 - Jul 2024 (3 years 6 months)

Handled domestic and international telecalling processes, including lead qualification, follow-ups, and sales activities for education and EdTech brands. Managed high-volume outbound calls and maintained call quality and productivity targets.

Telesales Lead Generation Customer Engagement Follow ups Sales Communication Skills Adaptability

Senior Telesales Executive – International Process

FMT Infotech Private Limited

Jan 2020 - Nov 2020 (10 months)

Managed outbound telesales for international clients, handling product presentations, negotiations, and sales closures. Consistently exceeded sales targets and contributed to revenue generation.

Telesales International Sales Negotiation Objection Handling Relationship Building Persuasion Target achievement

Education

Degrees, certifications, and relevant coursework

West Bengal State University

Bachelor of Arts, English

2021 - 2024

Completed B.A. English Honours from West Bengal State University, developing strong skills in English communication, written communication, leadership, critical thinking, research, and analytical skills.

West Bengal Council of Higher Secondary Education

Higher Secondary, Arts

Completed Higher Secondary education in the Arts stream under WBCHSE, developing a strong foundation in English, humanities, social sciences, and communication.