Experience

• 

  Tata sky ltd

  Apr 2006 - Mar 2010

  Associate

  Tele calling subscribers and collecting the missing demographic information,Account management, execute transfers and mergers.

• 

  Tata sky ltd

  Apr 2011 - Mar 2014

  Executive

  Handling customer calls and emails. Providing end to end resolution.

• 

  Tata play ltd

  Apr 2015 - now

  Responsible for managing the quality standards for the Core Escalations Team. Escalations addressed to the senior management/leadership team are looked into and addressed end to end.Responsible for certification of the executives and the transactional quality audits.Identify the skill gaps, training needs of the individual executive. Monitor and mentor the executives, so the performance levels are met and ensure high level of customer service by achieving established SLA's in terms of productivity and Quality.Optimize the resource utilization, leading to compliance to the assigned targets.Monitor the quality score trends , analyze and focus on the critical areas of improvement.Conduct daily briefing sessions to share the daily updates on the product and process.Ensure that there is continuous improvements in interms of process and policies.Recognize each team members high performance , encourage mutual collaboration and team work.Responsible for preparing the reports and publishing the dashboards on weekly /monthly basis. Show less

  • Manager

    Apr 2024 - now

  • Assistant Quality Assurance Manager

    Apr 2019 - Apr 2024

  • Senior Executive Quality Assurance

    Apr 2015 - Mar 2019