Senior Quality Analyst - Tech Mahindra Ltd. - Kolkata, India
(2015-06 - 2022-02)
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
- Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
- Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
- Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates
- Giving Feedback to operations regarding any deviations in process
Trainer - Fusion BPO - Howrah West Bengal
(2022-07 - 2024-07)
- Train New People
- Analyzing Data & Maintaining Report. Finding Out Areas of Improvement& providing resolution for the Same.
- Taking Refresher For Floor Advisor
- Driving Floor Knowledge Test
- Conducting Dip Check for Floor
- Taking Care of 0-30 Days Advisor
- Dissemination of New updates To AM, TLs and Advisors.
Lead Trainer - Hexaware - Bhopal
(2024-07)
- Throughput
- Attrition %age
- ID Enable/Disable on time, Maintain Compliance metrics, Timely completion of All Align Test
- To Assist in utilizing reporting tools that track performance, Analyzing Data & Maintaining Report. Finding Out Areas of Improvement& providing resolution for the Same.
