Shaki Begum

Senior Quality Analyst - Twin Health

(2024-06)

Assistant Manager - Quality - Alphentrix Global Solutions - Chennai

(2023-01 - 2023-09)

• Managing and overseeing the work of employees
• Monitoring the employee performance and providing the feedback
• Training and coaching new employees
• Conducting sessions to team to identify the requirement and helping on the same to deliver service excellence
• Guiding Team for better delivery of customer satisfaction
• Supporting Team in building Customer Satisfaction
• Responsible for providing excellent service delivery by Training and Monitoring
• Co coordinating daily customer service operations (e.g. sales processes, orders and payments)
• Evaluate employee performance and identify hiring and training needs
• Supervise and motivate staff to perform best
• Communicate with clients and evaluate their needs
• Make sure all employees adhere to company's policies and guidelines
• Initiating corrective and preventive actions plans based on member feedback
• Attending calibration
• Conducting Dip Check Audits
• Conducting Call listening session with client for the improvement of the process and service excellence
• Monitoring the calls and giving feedbacks on their areas of improvement
• Maintaining process suspect tracker
• Training on New bees on their communication skills and conducting quality induction
• Conducting mock call sessions for New Bees
• Conducting Internal and External Certification of for new bees
• Monitoring New Bees performance once they hit the floor
• Conducting refresher sessions to improve on their performance

Quality Analyst - Chargeback gurus Fintech Pvt Ltd

(2021-01 - 2022-11)

Quality Analyst - Magus Customer Dialog - Chennai

(2019-03 - 2021-01)

• Analyzing and identifying the process suspects
• Initiating corrective and preventive actions plans based on member feedback
• Identifying and maintaining process suspect tracker and sharing with clients
• Sharing feedback with executives on people related issues
• Attending calibration
• Conducting Dip Check Audits
• Conducting sessions to team to identify the requirement and helping on the same to deliver service excellence
• Preparing Weekly & Monthly Team Performance Reports
• Guiding Team for better delivery of customer satisfaction
• Giving Feedback on weekly basis on their Call Performance
• Supporting Team in building Customer Satisfaction
• Conducting Call listening session with client for the improvement of the process and service excellence
• Monitoring the calls and giving feedbacks on their areas of improvement
• Maintaining process suspect tracker
• Training on New bees on their communication skills and conducting quality induction
• Conducting mock call sessions for New Bees
• Conducting Internal and External Certification of for new bees
• Monitoring New Bees performance once they hit the floor
• Conducting refresher sessions to improve on their performance

SM – Customer Service delivery - Magus Customer Dialog - Chennai

(2019-03 - 2021-01)

• Responsible for providing excellent service delivery by Training and Monitoring
• Responsible for tracking the Officers follow up with Customers and close loop Customer Issues
• Handling escalations from the customers and resolving the complaints raised by them
• Taking ownership of handling team in absence of Team Leader
• Handling team escalations call and sharing the experience with team

Bachelor of Legislative Law - Law

B.C.A - Computer Applications