Vini Pal
Quality analyst
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About
Daily call monitoring as per given target,(60 per day Target),
One o one feedback with advisor according to call(Fatal: within 24 hr , Non-fatal within 48 hr), along with e-mail
Need to participate in calibration twice in a month,
Dipchek, PKT and huddles, session need to be arranged for NHT, OJT, and floor advisor weekly,monthly basis need to share quality report with Operation team,BQM reports/ PKT report/ NHT/OJT certification report
Identify Process gap and process suggestion to improve company process,
Ad hoc activity: mysterious calls/ chat audit, ivr audit,NPS/ CSAT audit, TNI/TNA if required,
Experience
Daily call monitoring as per given target,(60 per day Target),
One o one feedback with advisor according to call(Fatal: within 24 hr , Non-fatal within 48 hr), along with e-mail
Need to participate in calibration twice in a month,
Dipchek, PKT and huddles, session need to be arranged for NHT, OJT, and floor advisor weekly,monthly basis need to share quality report with Operation team,BQM reports/ PKT report/ NHT/OJT certification report
Identify Process gap and process suggestion to improve company process,
Ad hoc activity: mysterious calls/ chat audit, ivr audit,NPS/ CSAT audit, TNI/TNA if required,
Education
BBA from NIILM UNIVERSITY PASSOUT 2014
