Kaustubh Bhalerao

Experience

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  Teleperformance Global Learning & Development

  Feb 2016 - Feb 2018

  Quality Analyst

  Product/Process Quality Assurance.• Handled Lines of business – Email & Voice.• Trained New Hires on the client products, abiding by the Kirk-Patrick model for instructional design.• Communicate with the clients and evaluate their needs and specifications and acted as a bridge between the client and the outsourcing agency regarding the new updates and requirement in Quality department.• Assist the manager in organizing, planning and implementing strategy of Quality and BQ (Bottom quartile outliers).• Conducting refresher, dip checks and assessment to eradicate the knowledge gap.• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.• Ensuring all relevant communications, records and data are updated and recorded.• Reviewing the performance of staff, identifying Quality needs and planning Quality sessions.• Recording statistics, user rates and the performance levels of the center and preparing reports.• Coaching, motivating and retaining staff and coordinating with Supervisors to par up with the stats. Show less

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  Conduent

  Feb 2018 - Mar 2019

  Senior Associate Transaction Services

  Company business was acquired by Continuum Global Solutions Pvt. Ltd. in April 2019

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  Continuum Global Solutions

  Apr 2019 - Jul 2021

  Senior Associate Transaction Services

  Responsible for performing analysis of the intent of the caller on dedicated software (IAD–Intent analyst Desktop).• Handling fortune 500 clients like Samsung, Metlife, Mountain America & GE capital.• Responsible for providing resolutions to the customers for their concerns.

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  TaskUs

  Aug 2021 - now

  As a Quality Manager, I lead efforts to ensure that products, services, and processes meet the highest standards of excellence. My focus is on developing and implementing robust quality management systems, conducting audits, and driving continuous improvement initiatives. With a data-driven approach, I collaborate with cross-functional teams to enhance compliance, elevate customer and client satisfaction, and foster a culture of quality throughout the organization. As a quality analyst I am taking care of transactional quality & Compliance check for multiple LOBs simultaneously. Conduct Quality Orientation sessions for newly hired associates & Prepare/Conduct Quality glide path for newly hired Quality Analyst. Performing Audits and Deriving audit target completion for assigned LOBs with the help of creating forecasting and projection of QA Occupancy (Weekly), Preparing WBR/MBR slides for clients, Prepare Quality Dashboard/s for assigned LOBs

  • Quality Manager

    Oct 2024 - now

  • Quality Team Lead

    Mar 2023 - Oct 2024

  • Quality Analyst

    Aug 2021 - Mar 2023