Manpreet Singh

Experience

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  AMAZON TRANSPORTATION SERVICES PRIVATE LIMITED

  Jun 2016 - Aug 2017

  Store Pickup Associate - Business Development

  At Amazon, my job was to find and develop local vendors for delivering amazon's orders in their local areas. In order to do my job, the first step was to find a local vendor, In the second step, we propose our business opportunity to them with all T&C, Once the vendor gets agrees then we process the documentation & Contract. In the final step their training and handover. Amazon's culture was great. It was a great experience for me.

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  Magicbricks

  Aug 2017 - Aug 2021

  Quality Analyst

  Being a Quality Analyst my KRA was to maintain the Quality of the process. In order to do that, I do regular call audits, feedbacks & Sessions, Product knowledge tests, etc. Along with escalations, Root call analysis, Calibration & process improvements. Currently, I am handling the sales process of 42 associates team.* Monitoring calls/chats/emails and sharing feedback/coaching* Handling multiple processes.* Helping organization & the process by sharing new, innovative, and effective ideas for improvement.* Taking regular sessions for quality and training* BQ Management* Identifying fatal & non-fatal errors impacting the process & take corrective/preventive action* Analyzing the data & preparing quality reports/dashboards as required* Escalating issues that hamper the process* Handling escalations and preparing RCAs (Root Call Analysis)Moreover, I have sales & marketing experience as well before Quality Analyst I was a Customer Relationship Manager in the same company. According to my performance, I got a promotion and became a Quality Analyst. Show less

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  Angel One

  Aug 2021 - Aug 2023

  Quality Assurance Analyst

  Here its a Service delivery cum Business development process, Taking care of 20 agents quality. Since I've joined worked on many projects like NPS & Product Improvement, shared multiple observations with the management and made major changes in the process to ensure best customer experience.Responsible For:* Monitoring and evaluating customer interactions, such as calls, emails, and chats, to ensure adherence to quality standards and procedures.* Providing feedback and coaching to agents to improve their performance and enhance customer satisfaction.* Analyzing data and trends to identify areas for improvement in processes, training, or systems.* Developing and implementing quality assurance strategies and initiatives to maintain or improve service levels.* Conducting audits and quality assessments to measure the effectiveness of processes and identify opportunities for optimization.* Collaborating with other teams, such as Training and Operations, to address quality issues and drive continuous improvement.* Creating reports and presenting findings to management to communicate performance metrics and recommendations for improvement.* Staying updated on industry best practices and regulatory requirements related to quality assurance. Show less

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  Religare Broking Ltd

  Aug 2023 - now

  Assistant Manager - Quality & Customer Experience

  In the domain of Customer Experience and Quality, I firmly believe that our foremost obligation is to capture the voice of the customer and foster opportunities at both the business and process levels. I am committed to empowering teams through effective coaching and feedback, aimed at delivering a world-class customer experience across all channels of interaction.Responsible For:- Effective implementation of the Quality monitoring system to meet goals and targets while adhering to the highest ethical standards.- Lead the primary goal of enhancing Customer Experience. (CSAT & NPS)- Measure and Govern Quality functional deliverables from beginning to end- Working closely with Ops & cross functional teams to meet the business goals and continuous improvement. Show less