Nikhil Kadam

Experience

• 

  Motilal Oswal Financial Services Ltd

  Mar 2008 - Aug 2012

  Quality Analyst

  • Conducting audit for various process like RMS, IPV, Advisory, CSE (Calls & Emails), New Bride, IT, etc• Monitoring the outbound & Inbound calls & giving the feedback on time to time basis• Providing Customer Service Improvement plans in response to major Customer issues as well as maintaining quality for calls.• Preparing daily monitoring QA reports, Hourly Abundancy Report, FCR report, Attendance Report, Sampling Report, BO Dashboard, etc and emailing it to the process owners & reporting authorities.• Identifying the area of improvement with regards to agent performance and change in process/ policy if required• Maintaining Monthly Dashboard for the process performance.• Identifying training need analysis (TNA) at agent level• Updating score cards of agents on daily basis• Assisted with vendors and IT team for creation of Monitoring Utility in MOSL• Conducting Tape review session and Calibration following Gauge R&R methodology every month• Updating Call Process Guide (CPG) on regular basis• Maintaining QSDD/ Compendium of each parameter included in Evaluation form• Conducting performance review sessions with team leaders & respective managers• Monitoring escalation and giving feedback to concerns on the same• Conducting Rewards & Recognition(R&R) month on month basis• Attending & conducting Process Meets twice a week• Presenting and playing motivational clips in CSE Department• Giving Soft skills training & Refresher course training to agents• Analyzing Emails/ Calls interactions which is received by suggestion boxes kept in CSD• Updating & Analyzing Voice of Customer (VOC) Show less

• 

  HDFC Life

  Aug 2013 - now

  Set up and drive Service Delivery Assessment (SDA) through transaction monitoring for key business processes managed in house and by vendors:Identify the processes for SDA set up.Liaise with process owners to understand end to end process and identify “Input-Process-Output” metricsDefine a framework around the same.Monitoring & Reporting:Report process performance as per defined framework on a define frequency.Conduct calibration sessions with the SME’s, Vendor quality team.Report closure and agreement with process ownerSampling - Timely sharing of requisite samples for the process sampling plan to ensure we have proportionate coverage of top volumes, disposition, customer complaints, dissatisfiers, high-low AHT etc.Regular Assessments - Adherence on agreed timelines for closing of assessments, calibration & dashboards. Annual revision in the parameter sheet along with creation of Macro enabled sheet, Monitoring reports & dashboards.Complains Analysis - Analyze complaint cases for critical process and report process gaps.Performance improvement:Co-ordinate with process owners/ cross functional teams to identify opportunity for improvement in the SDA metrics. Partner with them for identifying and driving action plan for improvement.Apply right quality tools to ensure right action planning and sustenance of the same.COPC Assessment for the call center processes as per plan. Quarterly management review on COPC sustenance.Competency Building:Train team members for identifying right parameters while setting up a unit, conducting ongoing assessments and reporting. Conduct training programs to enable and engage workforce on projects and initiatives. Show less

  • Senior Manager

    Jan 2023 - now

  • Manager Business Systems & Technologies

    Aug 2013 - Feb 2023