Yuvaraj T

Experience

• 

  Spanco BPO

  Jun 2012 - Mar 2013

  Customer Care Executive

  Aircel

• 

  Bildscribe Bpo solutions

  Apr 2013 - Dec 2015

  Quality Analyst

  Aircel Inbound

• 

  Intelenet Global Services Private Ltd.

  Dec 2015 - May 2017

  Quality Analyst

  Quality Analyst in Vodafone Process

• 

  ENoah

  Aug 2017 - May 2018

  Senior Analyst

  US Health care

• 

  Teleperformance

  Jun 2018 - Jan 2021

  Quality Analyst

  RBL bank

• 

  Angel One

  Aug 2021 - now

  Analysis/audits service incident data, emails, voice clips to identify areas of service delivery that did not meet pre-established performance standardsConducts end to end RCA on all escalations to understand reason for incidence and to validate findings of the complaints management teamProvide structured and timely RCA and recommendations, verbal and written feedback to Front end leadership (Branch Managers/ Senior Managers)Prepares and analyses internal and external quality reports for management reviewPerforms mock calls with new hires post-training to determine readiness for moving into supportSuggest improvements/innovations on existing policies and procedures in collaboration with concerned Units to achieve a better customer experience for both internal and external customersParticipates in product testingIdentifies and analyses issues, bugs, defects, and other problems, particularly when problems recur in multiple products; recommends and facilitates solutions to these issuesAttending Internal calibration and conducting calibrations with BM’sConducting dip checks, quality sessions for New BM’sHandled interdepartmental Language training's for sub brokersHygiene audit analysisTNI analysis and briefingsSOP creation to follow standard process and policies Show less

  • Assistant Manager - Quality Assurance

    Apr 2024 - now

  • Senior Quality Assurance Analyst

    Aug 2021 - Apr 2024