Amanur Rahman

Amanur Rahman Email:-Contact No: - Address: 4 Topsia Road, 1st Floor, Kolkata - 700039 Career Objective Intend to build a long-term career in a conducive environment with committed & dedicated people, which will help me to explore various horizons and deliver to my full potential. Professional Experience Concentrix (July 2019 to Present) Current position: Sr. Quality Analyst Job responsibilities. • Evaluation of inbound calls and chats. • Responsible for quality performance of agents. • Identify the area of opportunity and improvement plans for the agents. • Client and Inhouse calibration. • Quality sessions for the new and existing agents. • Compliance audits for chats and calls. • Feedback sessions for the agents scoring less than the client set quality target. • Compilation of audit report, feedback tracker, productivity report. Senior Advisor II (Jul 2019 to May 2020) Job responsibilities. • Assist customers with technical issues on Acrobat DC desktop application. • Assisted customer with Activation issues on various Adobe applications. • Assist customers to install Adobe applications. • Educate customers about various products of Adobe. • Adhere to Quality and Client guidelines, related to chats. Wipro BPS (March 2016 to August 2018) Senior Associate II Job responsibilities. • Technical Troubleshooting on HP Laptops and Desktops. • Excellent in conveying client’s requirements and providing optimized solutions. • Excellent in converting cold calls into new assignment. • Expertise in daily follow ups and ensuring pending issues are resolved and closed in a timely manner. • Assisting the team as acting SME. T2F Services Pvt. Ltd (May 2014 to Dec 2015) Quality Analyst (Feb 2015 to Dec 2015) Job Responsibilities • Evaluation of inbound calls. • Identify the area of opportunity and improvement plans for the agents. • Quality sessions for the new and existing agents. • Training new agents about the process. Associate (May 2014 to Jan 2015) Job Responsibilities • Convincing customers to change their Electricity Bill provider. • Ensuring customers agree to the legal agreement of new providers. • Taking sup calls and reading out agreement. Key Responsibilities Handled • Attending escalation calls apart from taking normal calls. • Conveying the client requirements to the team with regards to the process. • Attaining daily, weekly, and monthly targets specified by the process. • Adhering to the schedule as prescribed by the TL. • Providing the feedback to the process manager at the end of the day. • Good interpersonal skills with an ability to understand the customer’s problem and solving them. • Training new employees and getting them productive quickly. Awards and Recognitions • Best Quality Analyst (Nov 2020) • April Pandemic Hero recognition (Concentrix 2020) • Client recognition award (Wall of Fame) thrice (Adobe 2019) • Ranked 146th in Global English Language Test. Technical Skills • Allegiance audit forms (MS Office). • Microsoft Applications (Excel, PPT, Word). • Expert in Problem solving. • Expert in multi-tasking. • Strong project management skills. • Excellent communication skills in articulating business requirements. • Focused SME with strong technical capabilities. • Technical Troubleshooting on Adobe applications and Laptops/Desktops. Trainings Attended • Experience Essential Workshop • Project Management with Team Foundation. • Problem Solving Skills. • Corporate Culture Educational Qualifications • B.Com graduate from Calcutta University with specialization in Accountancy (2007 to 2010). • I.S.C. from St. Joseph & Mary’s School (2007). • I.C.S.E from St. Joseph & Mary’s School (2005). Personal Details Languages known: English, Bengali and Hindi. Date of Birth: 9th March 1989. Marital Status: Single.