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Ashish Sharma

@ashishsharma20

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I lead customer operations teams, improving Voice and Chat service levels, quality, CSAT, and compliance.

India

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What I'm looking for

I'm looking for a customer operations or quality leadership role where I can coach teams, improve service levels and customer satisfaction, drive compliance, and deliver process improvements.

At Teleperformance, I lead Voice and Chat operations by dedicating most of my time to team monitoring and coaching. I manage service levels, shrinkage, adherence, CSAT/NPS feedback, compliance, and daily and weekly coaching plans.

Previously at Leap Finance and BYJU'S, I conducted call-quality audits, published audit reports, delivered feedback and training, led calibrations, and used root-cause analysis to improve processes. I also handled outbound sales, collections, payments, refunds, and customer credit issues at Home Credit India Finance.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Teleperformance

Jul 2023 - Present (3 years 2 months)

Prepared and followed daily game plans, dedicating 80% of time to monitoring and coaching the team and 20% to management work. Ensured monthly Voice and Chat SL targets were met by avoiding unplanned shrinkage and non-adherence issues.

Client Management People Management Chat and Email Process Monitoring Coaching TCD KPIs CSAT NPS Compliance Root Cause Analysis Strategic Thinking Retention Focused Problem Solving Training report creation QA Tools Excel

Sr. Quality Analyst

Leap Finance

Jan 2022 - Mar 2023 (1 year 2 months)

Conducted call quality audits as per defined guidelines and sample for daily inbound and outbound calls. Ensured call quality was always above 90% and regularly drove quality in the process.

Call Quality Audits Feedback Refresher Training Process Improvement Calibration Sessions TNI TNA Training

Quality Analyst

BYJU'S

May 2019 - Oct 2021 (2 years 5 months)

Performed daily call quality audits and shared real-time feedback with employees. Created weekly and monthly quality check reports and analyzed problems to identify causes through RCA for process improvement.

Call Quality Audits Feedback RCA Process Improvement Calibration Training Audit Compliance PowerPoint Automation Projects

Customer Executive Operations

Home Credit India Finance

Jan 2017 - Feb 2019 (2 years 1 month)

Handled outbound calls regarding upselling company products and maintained a 90%+ score in overall agent performance scorecard. Monitored accounts to identify outstanding debts and processed payments and refunds.

Outbound Calls Upselling Collections Payment Processing Refunds Customer Service