Prateek Singh

Experience

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  GVK EMERGENCY MANAGEMENT & RESEARCH INSTITUTE

  Mar 2011 - Dec 2015

  Associate Partner Quality

  -A competent professional with over 9+ years of rich experience in Quality Assurance, Training, Service Excellence, Grievance Redressal, Process Improvement and Team Management in Telecom BPO & Emergency Services.-A keen planner & implementer with track record of setting up and managing the business operations with focus on overall profitability through optimal utilization of resources.-Demonstrated expertise in the development of new projects, setting up of new businesses / processes and implementing quality policies/ guidelines as per organizational standards.-Proficient in managing and leading large teams for running successful business operations and experience of implementing procedures & service standards for business excellence.-Excellent people management skills with abilities in formulating & implementing tactical initiatives to achieve corporate strategic goals. Show less

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  Vodafone Idea Limited

  Dec 2015 - Dec 2018

  Audit SPOC West Region

  Working with Corporate Service Delivery and Managing Quality of customer touch points of Punjab, Delhi, Haryana, Himachal Pradesh, Bihar circles which includes Contact Centre, Stores, IVR, Website and backend.

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  GVK EMERGENCY MANAGEMENT & RESEARCH INSTITUTE

  Jan 2019 - Feb 2020

  Contact Center Manager

  Monitoring Call Centre Operations and ensuring adherence to timelines/ SLAsImplementation of best practices in Call Centre.Manpower planning, budgeting and controlDeveloping effective people management practices to enhance performance of associates/ TL/ AMAnalysis of Call Centre Operation, anticipation of trends, issues/ risks and preparation of risk mitigating plans.Providing Critical and objectives inputs for design and development of R & R programsSkip level meeting with associatesCoordinating with HR/ T&D for personnel development programsPerformance Review Show less

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  HDFC Bank

  Feb 2020 - Apr 2022

  Training And Quality Manager

  Conducting comprehensive Onboarding training for New Joinees on OCC products, process and systems TSE skill up gradation of non performing TSE as per set parameters.Driving and Monitoring the Sales Productivity of New JoineesDrive and enhance productivity of the TSEs for the specific vertical as per benchmarks.Monitoring Call Quality for script adherence and communication on product offering. Driving and improving call quality parameters across all the channels across OCC.Ensuring script adherence and control over defect % across verticals.Driving channel efficiency and the right product mix for the channel through constant feedback , barge ins , mock calls , administering call calibration sheets and structured training programs.(refresher trainings and focused group trainings)Training, coaching and motivating TSEs , Quality Analysts and SupervisorsInternal Audits time to time to check & ascertain quality of the location on predefined operating guidelines and parameters.Ensuring regular checks at DIP desk to control the reject % and increase set up, which leads to channel efficiency in return.Process adherence, documentation of same, review and audit Documentation of defined and improved processes.Mystery shopping to capture voice of customerSample check / customer buzz to capture feedback from customers.Maintaining consistency by sharing best practices across the teams within the location.Motivational activities on floor to keep the energy, excitement & engagement on floor. Show less

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  Axis Bank

  Apr 2022 - now

  Senior Manager Quality

  Developing quality assurance plans, sampling methodologies, audit types, monitoring procedures, feedback and coaching methodologies, corrective actions, and verification procedures in accordance with the Standard Operating Procedures (SOPs) Monitoring the team productivity and adherence to laid down standard operating procedures with emphasis on accuracy and on-time deliveryEvaluating team’s effectiveness and taking corrective actions.Facilitating periodic calibration sessions with OCC leadership and other areas of operations to ensure consistency in the evaluation process. Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reductionPreparing quality reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions. Ensuring availability of the required reports to each stakeholder.Engaging stakeholders through calendared meetings and other forums to arrive at action plans to improve accuracy, quality scores and customer experience ratingsLiaising with training function to ensure looping back findings from quality audits, creating relevant training content/ scripts and conducting a dip check on critical areas. Participating in New Hire Training batches to ensure orientation to quality standards and participate in the certification process.Creating employee engagement strategy that enables higher performance and to manage and control attrition through effective employee engagement activities.Ensuring the required support is available to the frontline resources in the absence of their managers or otherwise.Managing and participating in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign. Show less