Jun 2016 – Present · 10 yrs · Gurgaon, India

• I worked as senior quality analyst for international US,UK,Canada (inbound & outbound) Sales & Technical processes of computer software activation and technical issue resolution.

Jun 2015 – May 2016 · 11 mos · Gurgaon, India

• I made a move from Digicall Noida in June 2015 to Oravel Stays Reservations process of Oyo Rooms as "Client / Sr Quality Evaluator" which had started operations for their Reservation Inbound & Outbound Customer Service in India & Malaysia.I worked with a team of 15 Clients/Quality Evaluators in Reservations Outbound & Inbound Processes.I have team of 100 Outsources QA's Team for Monitoring (Calibrations,ACHT Audits,Reaudits,BQM,Data Analysis Tools,Varience Reports,Efficacy Reports).
• My daily job responsibilities include.
• Monitoring and Analyzing transactions performed by the associates and QA's.
• Design relevant training material and facilitate Training and Reinforcement Sessions for new hires and existing associates in order to drive Operational and Quality Metrics.
• Ensure smooth Calibration between Operations, Training, Quality team and the Transaction Monitoring Team, thus enabling uniformity of opinion and appropriate conflict-free feedback.
• Automated reports to minimize the time and effort involved in data entry at multiple locations.
• Generating TNI’s for Process Improvement and level of customer service.
• Initiating calibrations calls with Operation,Quality and Training. Handling Internal and external Certifications.
• Publishing/Preparing Daily Dashboard and Monthly Reviews.
• Conducting regular Dipsticks for Process Improvement.
• Achievement :
• Working as Client Of QA's (BPO).
• Trained and Certified QA's Team of Outsources in Mumbai EOS (Eureka Outsourcing Solutions).
• Attended and Certified in Reservation Process
• Received the best Quality Champ Award from CEO/AVP.

Jun 2015 – May 2016 · 11 mos · Gurgaon, Haryana, India

Feb 2013 – Feb 2014 · 1 yr · Jaipur Area, India

• I made a move from SERCO Agra in February 2013 to Vertex Jodhpur AIRTEL process as "Sr Quality Evaluator" which had started operations for their AIRTEL Inbound Customer Service for Rajasthaan Customers. I was working with a team of 8 Quality Evaluators for Rajasthaan AIRTEL process for GOLD and Platinum Customers.
• I worked in Idea Delhi Inbound prepaid and Vodafone Televerefication Prepaid & Postpaid Inbound Processes. (Jaipur)
• My daily job responsibilities include.
• Monitoring and Analyzing transactions performed by the associates.
• Design relevant training material and facilitate Training and Reinforcement Sessions for new hires and existing associates in order to drive Operational and Quality Metrics.
• Ensure smooth Calibration between Operations, the Client and the Transaction Monitoring Team, thus enabling uniformity of opinion and appropriate conflict-free feedback.
• Automated reports to minimize the time and effort involved in data entry at multiple locations.
• Generating TNI’s for Process Improvement and level of customer service.
• Initiating calibrations calls with clients and handling Internal Certifications.
• Publishing/Preparing Daily Dashboard and Monthly Reviews.
• Conducting regular Dipsticks for Process Improvement.
• Achievement :
• Attended and Certified in 4 Processes.(Airtel Rajasthaan prepaid,Idea Delhi Prepaid,Vodafone Rajasthaan Prepaid & Postpaid Processes)
• ICE for the Gold segment customers started operating at 33% -75% and met targets.
• Internal Quality Scores started showing a positive trend and moved.
• External Quality Scores clocked all time high of 93% for which i have been appreciated.
• SOP Compliance (Standard Operating Procedure) was at 80%.
• Audits done by me were always as 0 variance with Clients.

Oct 2011 – Jan 2013 · 1 yr 3 mos

• I started my career as Customer Care Executive in Intelenet later merged in Serco BPO (Intelenet) Mohali. Vodafone Inbound Delhi prepaid and postpaid process in which i was handling Inbound Customer queries. Within a short span I got promoted as Quality Evaluator for the Agra site in October 2011 and got a chance to work in MNG and UP west inbound prepaid processes and was responsible for managing the Quality of the process. My daily activities included
• Call Quality Monitoring
• Call Calibrations between Operations/Quality and Training
• Sessions in NHIP batches
• Refreshers in BQ batches
• Attended and Certified in 4 telecom processes.
• Awarded as Best Quality Evaluator.
• Audits done by me were always as 0 variance with Clients.

Jan 2010 – Oct 2011 · 1 yr 9 mos

• I started my career as Customer Care Executive in Intelenet which later merged in Serco BPO Mohali. Vodafone Inbound Delhi prepaid and postpaid process for Platinum & Gold customers in which i was handling Inbound Customer queries.

Mar 2006 – Dec 2009 · 3 yrs 9 mos