Swarn Gusain

Swarn Gusain

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location of Swarn GusainDelhi, India

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  • Timeline

  • About me

    Service Delivery Manager at Cognizant

  • Education

    • Kendriya Vidyalaya

      -
  • 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.

  • Licenses & Certifications