Sushant Nath

Experience

• 

  HCL BPO

  Jan 2007 - Aug 2007

  Intern

  Accountable for providing technical support over call

• 

  Convergys

  Sept 2007 - Nov 2010

  Sr. TSO/CCO Specialist

  Responsible for providing technical and customer service support over calls. Involved in maintaining ASAT/CSAT scores.

• 

  Encore Capital Group

  Feb 2011 - Feb 2017

  Sr. Quality Assurance Coach

  Taking care of Quality and Compliance of process which includes conducting quality audits, publishing reports, taking quality sessions and feedback meetings. Identifying the gaps and area of improvement and functioning on them to overcome the challenges.

• 

  R Systems

  Mar 2017 - Jul 2019

  Driving Process Improvement project as per the client requirement. Doing Root Cause Analysis and giving insights to client with recommendations. Also making Queries through Speech Analytics to identify top call drivers and driving Compliance.

  • Sr. Team Leader - Process Excellence

    Mar 2019 - Jul 2019

  • Team Leader - Process Excellence

    Mar 2017 - Feb 2019
• 

  Foundever

  Aug 2019 - now

  Manager - Insight Analytics

  Effectively managing team of Speech Analyst, Lead & AM. Leverage CallMiner speech analytics platform to provide business solutions. Leading Process improvement Projects based on client requirement. Driving Compliance & Quality through Speech Analytics. Responsible for creating presentation and giving readouts. Responsible for meeting deadline of projects.