Ratul Nath

Experience

• 

  Honeywell

  Sept 2011 - Jan 2014

  System Operations Specialist

  • Operates and monitors computer system and supporting hardware equipment.• Performs checks to verify systems are stable.• Performs system backups and hardware preventive maintenance.• Troubleshoots system operating problems and determines the cause of system interruptions.• Resolves and coordinates problem resolution with in-house staff and vendors• Operates peripheral computer equipment.• Enforces physical security for computer systems.• Maintains and writes problem descriptions. Show less

• 

  Concentrix

  Mar 2016 - Jun 2022

  Based on performance was promoted to a Senior Quality Assurance Evaluator in February 2020.• Coaching and mentoring of advisors. • Verify and further develop business process management within aligned operations areas. Capture small scale improvement field validity, as well as provide observation and feedback. • Internal and external quality calibration sessions. • Identify agents based on their strengths and weaknesses and motivate them accordingly to ensure the best results.• Share daily updates with team and short advisors, including new process updates and changes.• Share daily and weekly dashboards with advisors and keep them updated about their scores. Show less After successfully clearing an IJP (Internal Job Posting) was promoted to Quality Assurance Evaluator in February 2019.• Coaching and mentoring of advisors. • Verify and further develop business process management within aligned operations areas. Capture small scale improvement field validity, as well as provide observation and feedback. • Internal and external quality calibration sessions. • Identify agents based on their strengths and weaknesses and motivate them accordingly to ensure the best results.• Share daily updates with team and short advisors, including new process updates and changes.• Share daily and weekly dashboards with advisors and keep them updated about their scores. Show less

  • Senior Quality Assurance Evaluator

    Feb 2020 - Jun 2022

  • Quality Assurance Evaluator

    Feb 2019 - Mar 2020

  • Senior Customer Service Representative

    Aug 2017 - Feb 2019

  • Customer Service Representative

    Mar 2016 - Aug 2017
• 

  HCLTech

  Jul 2022 - Dec 2023

  Deputy Manager

  •Analyzed data and provided reports on quality metrics to senior management, highlighting areas for improvement and recommending corrective actions.•Implement and maintain quality systems, processes and procedures to ensure consistent delivery of high-quality services to clients.•Ensuring client communications are completed on schedule date and keeping them updated with all upcoming projects.•Ensuring timely fulfillment of client requirements while keeping organization standards and values intact.•Ensuring weekly and monthly reviews are shared with process owners.•Collaborate with other departments, such as training and operations, to identify and resolve quality issues in a timely manner.•Ensuring new process recruits are sufficiently developed and capable to meet process requirements and quality standards from their initial day.•Preparing list of BQ advisors and improving their performance as per process requirement.•Ensuring that PIPs and CAPs are implemented as decided.•Conduct quality improvement tests and activities.•Ensuring weekly and monthly shifts are scheduled as per client requirements.•Develop and revise quality KPI dashboards and monitor them continuously, to keep them aligned with process requirements.•Conducts quality audits and provides feedback and coaching to team members for continuous improvement.•Recognizing and rewarding team members for their performance to value their work and ensure they feel motivated. Show less

• 

  Concentrix

  Dec 2023 - now

  Assistant Manager