PranavNath J

Experience

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  Sitel

  Nov 2004 - Jul 2010

  • Ensure SLA for quality are achieved in terms of no. of monitoring for each agent and quality score• Coordinate regular Joint Call (contact) monitoring sessions with client, client services team and the Site• Ensure that Client Quality and Corporate Customer Satisfaction goals are met and / or addressed in a timely manner• Analyze Customer Satisfaction and Dissatisfaction Data; recommend solutions to address root cause• Monitor Quality and Accuracy Attributes; recommend solutions to address root cause• Ensure that regular process audits are carried out at agent, team & process level to identify process gaps and recommend solution to bridge the gap• Ensure all client reports are accurate and sent as per the defined timelines• Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated• Prepare, own & drive action plans to close critical process gaps• Prepare weekly/monthly presentations for client reviews• Daily/Weekly/monthly reviews with the clients• Oversee the smooth functioning of the MIS / Reporting Team for daily / weekly / monthly reviews Show less

  • Quality Assurance - Team Lead

    Oct 2009 - Jul 2010

  • Quality Analyst

    Jan 2007 - Sept 2009

  • TSE

    Nov 2004 - Dec 2006
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  Infinite Computer Solutions

  Aug 2010 - Mar 2013

  Identifying Projects and Implementation of measure for Process ImprovementIdentifying Output & Process MeasuresDeveloping dashboards with spec limits & targetsCreating Process Mission/ApproachManaging & documenting Processes - Monitoring & Feedback Policy, Calibration Policy, SOPs for OperationsDocumenting Customer & Process requirements - Transaction Quality & CSAT Analysis External & Internal, Client and Internal Reporting MechanismsBuilding process management system - Creation of check points, Owners, TimelinesDeveloping data collection planProcessing performance monitoring Show less • Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated• Ensure that regular process audits are carried out at agent, team & process level to identify process gaps and recommend solution to bridge the gap• Performing TNA for the team and liaising with the Center Of Learning to expedite the same• Generating process wide Quality Assurance and Compliance items on a Daily/Weekly/Fortnightly/Monthly basis highlighting the key areas of Focus and Suggested Correctives• Ensure SLA for quality are achieved in terms of no. of monitoring for each agent and quality score• Prepare, own & drive action plans to close critical process gaps• Daily/Weekly/monthly reviews with the clients Show less

  • Assistant Manager - Quality Assurance

    Nov 2011 - Mar 2013

  • Quality Lead

    Aug 2010 - Oct 2011
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  Node Technologies

  May 2013 - May 2019

  Service Delivery

  -Leading cross-functional teams spanning from Engineering to Design to Delivery to Customer Success and have broad inbound product management responsibilities with strategical thinking and relentless execution capabilities.-Accountable for managing the product and plan the product road-map by gathering market intelligence and customer voice. Also accountable for managing the Services projects, resource management and client management in ensuring client deliverables-PMP trained, Six Sigma Green Belt certified, PCI DSS Awareness (SISA) and Scrum Master/Agile Coach-Executed projects using Agile (SCRUM) methodologies and Waterfall model. Played the role of SCRUM Master / Project Manager by executing multiple projects simultaneously with excellent and proven Customer rating by executing the projects within the defined schedule and budget. -Meticulously analyzing customer’s current business needs and performing business process evaluation to provide customized software solution, recommendations and defining Scope Of Work accordingly -Actively involved in project governance process, closely working with Business team (Product Owners in case of SCRUM) and helping them to lay down the road map in terms of product development and enhancing to the next stage in the competitive environment. Also, providing effective status reporting to the leadership team. -Efficient in managing, motivating, and handling teams routinely for maximum quality and productivity. Handled the team of 10-15 members and helping / mentoring them in terms of understanding the Business needs and acted as a bridge between Business and Technical team for a stable relationship and successful deliveries.-Well versed in using and implementing tools such as Jira, Trello, Basecamp and Asana for Project Management Show less

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  Accion Labs

  May 2019 - now

   Extensive experience in Client interaction, Requirement gathering and analysis, Estimation, Task tracking and Customer Relationship Management. Experienced in both the models of Project Management (Waterfall and Agile-Scrum models) Proficient in Project Reporting, Project Planning and Client Communications. Pro-Actively involved in Process Improvement Initiatives. Professional experience in all phases of business application including software analysis, design, development, testing and maintenance. Experience in leading and managing teams and handled multiple roles. Extensive experience with analysis, design, development, customizations, implementation and support of software applications. Show less

  • Senior Delivery Manager

    Apr 2023 - now

  • Delivery Manager

    Apr 2022 - Mar 2023

  • Project Manager

    May 2019 - Mar 2022