Shubham Kasliwal

Experience

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  Teleperformance

  Mar 2014 - Dec 2018

  •Audited day to day cases to check the authenticity of the contacts. •Worked on both Compliance and Quality norms for Voice and Non Voice LOB's.•Part of Internal and External Calibrations. •Feedback sessions and helped prepare process improvement plans •Audited DSAT and prepared DSAT Analysis. Worked as a Technical Support Executive and supported technical queries raised by customer for their Microsoft Office 365 and Microsoft Windows products.Specialised in Exchange Servers accounts for Office 365 and Domain functionality for Microsoft Windows

  • Quality Assurance Analyst

    Apr 2015 - Dec 2018

  • Technical Support Specialist

    Mar 2014 - Apr 2015
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  MattsenKumar LLC

  Dec 2018 - Nov 2019

  Team Lead Quality Assurance

  •Collaborated with QA's to accomplish all daily QA tasks and responsibilities •Active part of all the internal and client hosted calibration sessions•Prepared data for the immediate supervisors to be presented in client reviews•Provided communication and process training to New Hires•QA Upskilling and Mentorship•Conducted daily huddles with QA's•Active part of all the internal initiatives for process improvement •Presented improvement plans and analysis to Internal Leaders Show less

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  Concentrix

  May 2021 - Mar 2023

  Deputy Manager Training & Quality

  -Improving operational performance, supporting Ops team to meet productivity and client driven KPI-Identify, Plan and Process improvement initiatives-Drive imperious and robust action planning and interventions to meet and exceed client metrics-Responsible to drive continuous improvement for Transaction Quality and Delivery-Give inputs to improve the overall performance of the process (TNA/TNI, TQ BQ, B2B)-Evaluate effectiveness of Training & Quality interventions-Strengthen Quality management process/framework to improve quality delivery & identifying process gaps, to suggest corrective actions - worked according to FMEA and CAPA framework-Driving process control and compliance in addition to managing audit requirement-Conduct audits for processes to check performance on Quality Management System standards-Providing business improvement inputs to the client to enhance the customer experience, which further results in achieving operational productivity goals as well as KPI's-Ensure that required analysis is done and reports are published as per the defined timeline-Used Audit the Auditor mechanism to reduce variation-Worked on tools such as Tableau, Pulse and ALBA Show less

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  Milkbasket

  Mar 2023 - Oct 2024

  Vendor Manager & Customer Experience

  Vendor Management:• Developing and implementing vendor selection criteria, contracts, and performance metrics aligned with customer experience objectives.• Monitoring and evaluating vendor performance regularly, conducting performance reviews and providing constructive feedback.• Collaborating with cross-functional teams to identify potential vendors, negotiate contracts, and establish service level agreements (SLAs).• Maintaining strong relationships with vendors, ensuring effective communication channels and prompt issue resolution.Quality Assurance:• Establishing and enforcing quality standards for customer interactions, including phone calls, emails, live chats, and other communication channels.• Defining quality assurance processes, guidelines, and performance indicators to measure and improve customer experience.• Conducting regular audits and quality assessments of vendor interactions to ensure adherence to established standards and identify areas for improvement.Customer Experience Enhancement:• Collaborating with internal teams, such as Customer Support, Operations, and Product Management, to identify customer pain points and areas for improvement.• Analyzing customer feedback, complaints, and trends to identify systemic issues and work with vendors to implement corrective actions.• Proposing and implementing customer-centric initiatives to enhance the overall customer experience.Reporting and Analysis:• Preparing regular reports and present key metrics and findings to senior management, highlighting areas of concern and improvement opportunities.• Utilizing data analysis and reporting tools to extract meaningful insights from customer feedback, vendor performance data, and other relevant sources.• Identifying patterns, trends, and potential risks, proactively recommending solutions and preventive measures to mitigate any issues. Show less

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  Reliance Retail

  Mar 2023 - Oct 2024

  Vendor Manager & Customer Experience
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  DailyObjects

  Oct 2024 - now

  Customer Experience Manager