Sep 2021 – Sep 2022 · 1 yr · Gurugram, Haryana, India · Remote

• My day-to-day work includes to perform chat and call audits for the aligned team of operations.
• Conducting One-On-One feedback sessions for the Bottom Quartile advisors.
• Conducting weekly Quality Huddles for operations team and providing client and process related updates.
• Working closely with the operations to improve the CSAT scores and passing on the feedback to clients regarding more productive and effective methods which can be used in next quarter.
• Sharing and preparing quality reports and working on "RBM" tools for having close eye on malpractices if any happening in operations together with "Fraud Prevention" team.

Apr 2020 – Aug 2021 · 1 yr 4 mos · Gurugram, Haryana, India · Remote

Jan 2019 – Mar 2020 · 1 yr 2 mos · Gurugram, Haryana, India · On-site