HyperQuality, Inc.- An Avaya Company
Pawan Sharma has over 16 years of experience in the software quality assurance and testing field. Currently employed at Avaya as a QA since June 2018, Pawan also holds a long-term role at HyperQuality, Inc., starting from May 2011, where responsibilities include positions as Assistant Manager and Team Lead. Prior experience includes working as a Software Test Engineer at Siemens from January 2007 to June 2009. Pawan holds an M.Tech degree in Software Engineering from Kurukshetra University, completed between 2005 and 2007. Notably, Pawan contributed to the development of Call Connect, a CTI middleware that integrates with CSTA based EPABXs through various APIs.
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HyperQuality, Inc.- An Avaya Company
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HyperQuality is an independent quality assurance firm that delivers ROI through: improved customer contacts which help retain and acquire customers; excellence in customer experience through unbiased monitoring and analysis of customer interactions; and improved employee satisfaction. Founded in 2003 and based in Seattle, WA, the company believes strongly in two things: 1.Retaining and acquiring customers is tied to a company’s ability to focus on quality, and 2.Customer care is a strategic corporate asset directly affecting the bottom line when aligned with business goals. HyperQuality believes contact center operations can be turned from cost-centers to revenue generators with a three-part process: ■ Perform sharp analysis on care methods with constant calibration ■ Provide reliable and valid data for agent improvement ■ Engage in a frequent and thorough review process This unique three-part approach gives HyperQuality’s clients the freedom to improve — and prove — their customer care and contact center operations every day. What separates HyperQuality is a singular focus on the examination of quality combined with an innovative, global, and disciplined culture. This allows HyperQuality to deliver ROI quickly for companies seeking a sharp, data-driven analysis of their customer care strategy.