Experience

• 

  Vishnu solutions pvt ltd

  May 2002 - Jul 2003

  Senior quality compliance coordinator

  • Live barging of calls taken by agents on the operational floor• Preparation of MIS related to barging and sales verification• Verifying sales processed and uploading them to the FTP site so as to send it to the business partners• Formulation of quality parameters for newly launched campaigns

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  Manjushree infotech

  Oct 2003 - Apr 2004

  Senior call center and quality associate

  • Calling pre-assigned and random leads in order to offer telecom services• Monitoring calls taken and verifying the sales made by agents• Maintaining MIS related to good sales

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  E-call serve outsourcing pvt ltd

  Sept 2004 - Mar 2005

  Quality analyst

  • Listening to all sale calls for the U.S. as well as the Australian shifts and identifying good sale calls• Listening to live calls through side-by-side monitoring to identify the agent’s areas of opportunities and provide feedback• Generating reports related to sales and quality

• 

  Seven hills information pvt ltd

  Mar 2005 - Jun 2006

  Assistant manager-quality & compliance

  • Handling a team of Quality Analysts and overseeing all 3 shifts in operation, in terms of Quality & Compliance, namely, (U S, U K and Australia)• Preparing all MIS reports for Quality as well as the Operational department. • Coordinating with the Training department for formulation of refresher training modules to guide and improve areas of concern• Coordinating with the clients, Operations and the Training department for fine tuning the script used and for better Quality management• Reducing the number of rejected sales across the floor and shift, thereby increasing the revenue generation of the organization• Randomly barging the live calls of the agents logged in during various shifts across the floor.• Preparing and giving feedback to agents across the operational floor along with my other team members• Preparing POAs for agents across the floor and shift in terms of Quality & Compliance• Updating the Quality, Operations and the Training department regarding new updates in terms of the services that were sold by us on behalf of the client• Ensuring my team members give correct feedback bringing out a positive improvement which can be measured Show less

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  Hsbc data processing india pvt ltd

  Apr 2013 - now

  • Attend Team Calibrations/meetings• Creating the monitoring Sample List every month• Research and make suggestions to help the site to achieve better Customer Experience and decrease AHT• Research and make suggestions for any updates/changes in policy and procedure• Attending Sales Quality Review meeting, Script Development Meeting and other Calibrations• Single point of contact for certifying newly appointed/promoted Unit Managers on the Quality Evaluation Form and Quality Companion Guide • Sharing general best practices for better production and increased efficiency• Provide support on trend analysis reporting to identify operational issues and make appropriate recommendations• Resolving disputed calls and maintaining related MIS• Cross-training peers on functions that they are unaware of• 5 monitors per Unit Managers with a stretch of 5 additional monitors per UM in case of error. Show less

  • Assistant Manager

    Jun 2006 - now

  • Manager Operations

    Sept 2014 - now

  • Assistant Manager-Customer Due Diligence-Tactical Review

    Apr 2013 - Aug 2014