Kiran Gade
CSE (Front liner)
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About
To be a part of the growth-oriented team with a challenging and innovative environment.
Experience
CSE (Front liner) - Vodafone
(2009-01 - 2011-01)
Quality Analyst - Sparsh BPO Pvt Ltd
(2011-01 - 2012-02)
Uninor Process. Left due to process shifted to other state.
Quality Analyst - Digicall
(2012-03 - 2015-07)
Process Shutdown.
Quality Analyst & Sr.TL (Quality) - TataBusinessSupportServices (TBSS)
(2015-07 - 2018-02)
Team Size: 6QA. Left for better prospect.
Lead Quality - Toppr Technologies Ltd
(2018-02 - 2019-01)
Team Size: 12QA. BYOD Policy.
AM Quality - Conneqt Business Solutions
(2019-01 - 2019-07)
Team Size: 3QTL & 40 QA. Left to start own business.
Lead Quality & QAM - Eureka Outsourcing Services
(2020-12 - 2022-12)
Initial tenure: 29th Dec 2020 to 30th Apr 2021 (Team Size: 6QA & 5 Verifier, Process Ramp down). Rejoined 2nd Sep 2021 as Lead Quality & promoted as QAM w.e.f 1st Apr 2022 (Team Size: 2 QTL, 37 QA, 1 Training TL & 6 Trainers).
M1 level - ICICI Securities Limited
(2022-12 - 2026-06)
Handling multiple segments: Internal Compliance/Outsourced Team (Training & Quality)/Dialer Management/Business MIS.
- Ensure that the daily Audit target should be completed by all the QA's along with daily report
- Prepare the TNI to share with Training team for refresher
- ATA to ensure the efficacy of the Audit
- Motivational & team building activity for QA's
- Prepare the weekly & monthly Quality Dashboard
- Prepare the MBR & QBR deck for review (Internal & External)
- Meeting the Quality SLA & Non SLA target
- TMCT (Transaction Monitoring Compliance Tracker) adherence
- Customer Complaint Management (Client and end user)
- Monthly Reviews and follow up on action closures with QL
- Internal and External Calibration and ATA Accuracy
- Control on team attrition & unplanned absenteeism
- Monthly R&R activities for team motivation
- Initiatives taken to improve the process and saved cost (RCA, Data Analysis, POA Implementation to Improve processes)
- Business Intelligence / Value Add for Process Improvement with Cost Benefit Analysis & QA span maintained for 1:35
Education
SSC - Mumbai (2000-03)
HSC - Mumbai (2003-02)
B.com - Commerce - IEC University (HP) (2019-07)
