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
