Experience

• 

  Mphasis

  Sept 2004 - Apr 2018

  • Responsible for meeting SLAs defined by client.• Responsible to maintain queue wise accuracy.• Responsible to keep the data ready on monthly basis for audit.• Responsible to set goals for each individual based on the levels and skill set.• Conducting 1o1 on monthly basis and provide feedback on PIP (Performance Incentive Program).• Responsible to put a career path for subordinates.• Manage and monitor queues.• Leave planning.• Planning for backfill.• Planning for training.• Error Analysis Deck.• Prepare reports for productivity and accuracy on monthly basis and put internal action plan, if required. Show less • Qc Jobs Based on Agent Performance Metrics ( Previous Accuracy Scores – Agent Bucketization )• Providing Floor Support.• Sharing the updates provided by the Clients with the Team.• Review Errors marked by the Onshore – Following the Dispute Matrix• Error Analysis on a Monthly basis for all Queues• Providing feedback to the Reps on the Quality & Productivity on One and One Basis.• Conducting the Floor Huddles / Team Meetings on a monthly basis.• Maintaining the Quality SLA above 99.00% for the Process.• Preparing Minutes of the Meetings for the Team Meetings held.• Conducting training for the New Hires on different Queues.• Track records for every individual in the team related to the process.• Maintaining Production - Quality Details for ATS.• Preparing the Daily Snapshot for the Team• Preparing Action Plans for the Bottom Quartile Agents , ensuring that they are reviewed and followed up on a Timely Basis Show less

  • Transctn Procng Unit Manager-Cplx Proc

    May 2012 - Apr 2018

  • Sr. Quality Analyst

    Jun 2011 - Apr 2014

  • Senior Transaction Processing Executive

    Jan 2007 - Jun 2011

  • Transaction Processing Executive

    Sept 2004 - Dec 2006
• 

  Mphasis

  Aug 2021 - now

  Unit manager