Experience as Assistant Manager (Quality and Training)

• Employer

• From

  18 October 2019

• To

  20 October 2020

• Detail

  Handled cluster processes like Bharatpe process ( Inbound and Outbound) ,Cars 24, Spice Money, Hathway (CATV & Winback), Edelweiss tokio , Healthians.
   Responsible for team management – Quality and Training prospective).
   Timely dashboard publishes to client and ops.
   Arrangement of Internal Call calibration for Quality team to check the same understanding of process.
   Arrangement of external call calibration to check the same level of understanding of Quality and ops.
   Arrangement of Call listening session with client regarding process improvement.
   Training dashboard publish from 1st to 7th day window of training. Including attrition % and certification%
   BQ efficacy report for below performers and plan of action fulfilment.
   Quality dashboard publish on daily basis.
   Responsible for QA’s KRA fulfilment (Daily audit counts with feedback’s, dip checks, test calls and side jack along with 4-hour login per week).
   TNI reports publish end of the month to Conduct refresher for advisors.
   Maintain ZTP tracker along with wow call tracker.
   Responsible to manage Process CQ scores more then 85%
   Attendance tracker maintenance for Quality and training team.
   Preparation of Training module related to product and process.

Experience as Sr. Quality Analyst

• Employer

• From

  18 February 2014

• To

  16 October 2019

• Detail

   Always responsible for the audit of more than 30 agents.
   Evaluation of calls on daily basis and measurement of improvement in team.
   Performing Internal Audits of the calls for agents and providing them feedback for better performance.
   Daily feedback given to executives regarding their performance on quality front.
   Regular session related to the loopholes, strength and weakness, Process and Product improvement tests.
   Publish the Performance Dashboard to operations (Fort night and month wise)/ DPR (Daily productivity reports team wise / Fatal reports/ TNA (Training Need Analysis).
   Regular call listening sessions with instant feedback to avoid the issues on call. Manage call library ( Including Good calls and Bad calls ) for process experience.

Experience as Quality Assurance Representative in Sales

• Employer

• From

  14 September 2012

• To

  15 February 2014

• Detail

   Always responsible for the audit 100% sale calls assigned.
   Performing Internal Audits of the calls for agents and help in better performance.
   Give the daily feedback to executives regarding their performance on quality front.
   Take session for the quality ,call handling skills improvement.
   Publish the daily Dash Board, and 100% sales audit dashboard.
   Sharing the Internal Call Quality Score with the Executives to improve their individual performance.
   Product test and dip checks on weekly basis to test the knowledge regarding process and product.
   Identifying relevant quality-related training needs and delivering training.
   Final verification script at the end of sale call to ensure the complete acknowledgement of client.

Experience as Customer care executive cum Quality Analyst

• Employer

• From

  07 January 2009

• To

  09 September 2012

• Detail

  Monitoring recorded calls for Quality purpose and giving real time feedback to the associates.
   Sharing audit observations with the respective team leaders
   Hygienic audit done (Example:- Call disconnection, Blank Call, Night call audit, Call drop, Transfer Call to Escalation desk, SR Audits)
   Conducting daily briefing sessions.
   Giving quality related all refreshers to Associates.
   Handling Client Escalations and sharing RCA with client.
   Doing dip checks to check Briefing efficacy.
   Sensitizing External Quality related feedback on floor.
   Raising rebuttals against External Quality Team.