Senior Analyst at Moder Solutions India Pvt Ltd (2023-08 – Present)
Call Quality Monitoring in US Mortgage sector
- Experienced into US Mortgage
- To monitor inbound and outbound servicing related calls including loss mitigation
- Listen to the recorded or live agent calls and evaluate the quality of interactions and ensure adherence to the company standard
- Evaluate agent calls and performance based on the given metrics which include communications skills, the script, Knowledge of mortgage and compliance with the company policies
- To analyze the findings from the process reviews and develop reports for the improvement of the agents
- To provide feedback in a professional and helpful manner to improve the performance of the agent
- To send audit reports regularly on a weekly basis for the client with detailed reports, summarizing audit errors for areas of improvement of the agent
- To complete all the assigned agent, call on the given time and to meet the target on a daily basis with good rate of accuracy and quality
- To be a part of calibration sessions
- To train new teammates in terms of process as per client requirement
Process Associate at Bread Financial (All Data Card services) (2020-07 – 2023-08)
Call Quality Monitoring in Banking/Financial service on Credit card sector
- Experienced in (Banking)/ Financial service on Credit card sector
- To Audit inbound and outbound calls for care, collections, and new accounts
- To monitor the agents calls for various parameters like greetings, professionalism, communication, and process knowledge
- To evaluate and score call that is published in nexida application
- Listen to the calls and verify the notes and transaction that is on the applications and score accordingly
- To remediate the calls wherever its necessary
- Audit Escalation calls for senior account specialist agents for escalated issues and complaints
- Fill out the audit form with proper scoring and give appropriate feedback to the agents on arears of improvement
- Conducting calibration sessions with onshore team to ensure consistency in process or procedure updates
- Maintained 100% accuracy, quality audits and achieved targets on weekly and monthly basis
- Worked on word, excel and teams to execute daily works
Recruitment Executive at K12 Techno Services Pvt Ltd (2019-11 – 2020-02)
- Handling the end to end campus and off campus recruitment activities for all the graduate colleges to recruit the talented candidates
- Hiring the candidates for Pre Primary, primary and secondary teachers for Orchids International School
- Visiting the campuses taking up the presentation, recruiting and conducting the placement drive for all streams of students
- Worked with the internal recruiting team for Academic coordinator, Academic manager, Product Manager, Academic head, Product head
- Sourcing the candidate from Naukri, LinkedIn and through employees' reference, existing data and candidate reference
- Briefing the selected candidates to take the online test in the cvbox
- Coordinating with the planners for scheduling the Face to Face or Telephonic round of interview for campus recruited candidate
- Being the point of contact for all the students, resolve their quires in order to ensure good connect with the students and the placement cell
- Briefing all the shortlisted and selected candidates on the mandatory documents and other joining formalities
- Handling the documentation such as preparing the offer letter, Confirmation letter and relieving letter
IT recruiter at Panso Solutions (2019-03 – 2019-08)
- Involved in end to end recruitment
- Experienced in contract and permanent staffing
- Experienced in screening, sourcing, shortlisting and follow up with the candidate
- Sourcing the candidate from various job portals
- Understanding the client requirement and source the active and passive candidate with in the given period of time
- Upload the candidate profile in the job board
- Scheduling the interview for the shortlisted candidate and coordinate
- Follow up the candidate till the joining and ensure the smooth relationship with the candidate till on boarding the candidate
- Ability to work with multiple assignment at a time
IT Recruiter [US Staffing] at Intelliswift Software India Pvt. Ltd (2016-11 – 2017-06)
- Responsible for sourcing, screening, calling, and coordinating for face to face interviews
- Understanding the client's requirements, coordinating for short-listing
- Sourced potential candidate for the suitable position and following up
- Submitting the candidate for the suitable position
- Finding and hiring candidate on company's payroll, W2, C2C and for hourly basis
- Bill rate negotiation
- Dealing with consultant's on H1B, GC, Citizens Etc
- Conducted preliminary phone interview and performed reference check
- Prepared and formatted resumes of candidate for the presentation to the client's
- Monitoring and follow up till the final submission and final selection
