Swarn Gusain

Experience

• 

  Bank of America

  Jul 2007 - Jan 2016

  -Responsible for delivery employee dashboard metrics as per goals, timely closure of Training, feedbacks, Scorecards, 1x1’s self, Performance Appraisals and Annual Reviews.-Manage churn / attrition -Responsible for day to day functioning / administrative work including production floor management -Monitoring live and recorded calls and providing instant feedback.-Sharing daily quality reports by EOD to Operations and Quality.-Taking mock call assessments and Quality sessions for new hires.-Preparing weekly & monthly Dashboard for internal and external clients. -Ensuring Internal and Client Calibrations by using Gage R&R methodology or Discussion.

  • Team Leader Operations

    Oct 2011 - Jan 2016

  • Team Developer- Quality

    Jul 2007 - Sept 2011
• 

  Cognizant

  Feb 2016 - now

  Manager- Training & Quality

  • An over-rich experience of 15+ years in varied areas of captive and non-captive BPO like, Banking, Customer Care, Collections, Operations, Quality and Training.