Mudassar Bagwan

Key Responsibilities:

• Call/Transaction Monitoring:

  Evaluate voice, email, chat customer interactions to assess agent performance based on predefined quality standards and scorecards.

• Audit & Feedback:

  Identify deviations, errors, and areas for improvement. Deliver constructive feedback and coaching to agents to enhance performance.

• Compliance & Accuracy:

  Ensure that all interactions adhere to company and client compliance standards, scripts, and business rules.

• Reporting & Analysis:

  Maintain quality reports, dashboards, and trend analysis. Share insights with team leaders and management for continuous improvement.

• Root Cause Analysis (RCA):

  Investigate recurring errors or low-quality scores to identify root causes and recommend corrective actions.

• Calibration Sessions:

  Participate in calibration meetings with internal teams and clients to align quality scoring and expectations.

• Training Needs Identification (TNI):

  Collaborate with training and operations teams to address knowledge gaps and create targeted training sessions.

• Process Improvement:

  Suggest enhancements to workflows, knowledge base content, and agent guidance to boost service quality and efficiency.

Key Responsibilities:

• Call/Transaction Monitoring:

  Evaluate voice, email, chat customer interactions to assess agent performance based on predefined quality standards and scorecards.

• Audit & Feedback:

  Identify deviations, errors, and areas for improvement. Deliver constructive feedback and coaching to agents to enhance performance.

• Compliance & Accuracy:

  Ensure that all interactions adhere to company and client compliance standards, scripts, and business rules.

• Reporting & Analysis:

  Maintain quality reports, dashboards, and trend analysis. Share insights with team leaders and management for continuous improvement.

• Root Cause Analysis (RCA):

  Investigate recurring errors or low-quality scores to identify root causes and recommend corrective actions.

• Calibration Sessions:

  Participate in calibration meetings with internal teams and clients to align quality scoring and expectations.

• Training Needs Identification (TNI):

  Collaborate with training and operations teams to address knowledge gaps and create targeted training sessions.

• Process Improvement:

  Suggest enhancements to workflows, knowledge base content, and agent guidance to boost service quality and efficiency.

Education

Bachelor of Commerce (B.Com)

Shivaji University, Kolhapur