Looking for a job

Belal Anwar

@belalanwar

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Customer Experience Lead at Sutherland Global who improved quality feedback and supported process optimization.

India

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What I'm looking for

I’m actively looking for a long-term opportunity.

At Sutherland Global, I conducted quality audits, handled customer escalations, and prepared weekly Root Cause Analysis reports. I also created quality performance reports and improved feedback mechanisms.

At Teleperformance DIBS, I conducted quality audits and compliance reviews, coached agents, and prepared reports on performance trends. I also supported quality improvement projects and calibration meetings with clients and internal teams.

Earlier, at Teleperformance and Mega Cabs, I supported customers through calls, email, and chat, resolving concerns and handling service requests. I’m now ready and actively looking for a long-term opportunity.

Experience

Work history, roles, and key accomplishments

Lead Customer Experience

Sutherland Global

Nov 2024 - Feb 2025 (3 months)

Conducted BAU quality audits and compliance evaluations, managed escalations, and delivered coaching and feedback sessions. Created quality reports and facilitated calibration sessions with clients and teams.

Quality Auditing Compliance Escalation Management Coaching Feedback Reporting Root Cause Analysis Process Improvement

Quality Analyst

Teleperformance DIBS

Mar 2021 - Nov 2024 (3 years 8 months)

Performed quality audits and compliance reviews, generated quality reports, and conducted coaching and calibration sessions. Supported process improvement initiatives and mentored new team members.

Quality Auditing Compliance Reporting Coaching Calibration Root Cause Analysis Process Improvement Training

Senior Customer Support Executive

Teleperformance

Dec 2019 - Jul 2020 (7 months)

Managed high-volume customer interactions across calls, email, and chat, resolving concerns while meeting SLA and quality standards. Achieved high CSAT and FCR metrics and handled escalations.

Customer Service CRM Escalation Management SLA CSAT FCR Communication Skills

Senior Customer Support Executive

Mega Cabs

Mar 2017 - Dec 2019 (2 years 9 months)

Managed email and chat support, handled booking requests and inquiries, and coordinated transportation arrangements. Assisted sales teams and delivered excellent customer service.

Customer Service Email Support Live Chat Data Entry Coordination