Saurabh Srivastav

Experience

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  Fortis Healthcare

  Nov 2009 - Jan 2011

  Customer Care Executive

   Handling on call appointments of patient with doctors. Transfers calls in their respective destination. Handling Emergency Calls.

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  Teleperformance

  Jan 2011 - Jul 2012

   Call Monitoring and Feedback to agents.  Responsible for the improvement of the CQ score for the team assigned Updating CSRs and providing floor support when required.  Conducting internal calibrations (within Quality team and with Operations & Training teams). Product and process expert for the process. Leading Client calibrations. Certification of the trainees. Preparing reports like Team performance, Daily CQ report, CSAT (ICE) scores for the center Certification trackers, Calibration variance dashboard. Conducting Quality sessions in the training batches Show less

  • Quality Analyst

    Aug 2011 - Jul 2012

  • Technical Support Executive

    Jan 2011 - Jul 2011
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  Vertex Customer Management India PVT. LTD.(An Altruist Group Company)

  Aug 2012 - Dec 2014

  Quality Analyst

  Roles & Responsibilities:-• Call Monitoring and Feedback to agents. • Leading Client calibrations & conducting internal calibrations (within Quality team and with Operations & Training teams).• Responsible for the improvement of the Quality & CSAT score for the team assigned • Preparing reports like Daily Quality Dashboard, Certification trackers, Calibration variance report, Briefing & Dip check Tracker/Report, Process Escalation Report, TNI, TNI Efficacy report. • Conducting Quality sessions in the training batches• Conducting refresher, briefings, & call listening session for on floor executives. Show less

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  VKALP

  Jan 2015 - Jun 2016

  Team Lead Quality and Training

  Program: - E-Commerce – Outbound (IndiaMART Leap & FCP-Verification)Roles & Responsibilities:-• Lead two support team with total 12 member - 8 QA’s, 3 Process Trainers & 1 SME’s. • Set and define goals for support teams, and ensure all are meeting and exceeding goals through skill transfer, mentoring and coaching• Plans, Initiates and Implements action plans based on programs pain areas• Creates necessary analysis to identify process pain areas to come up with revisions and reinventions of processes to ensure Client and End-user Satisfaction. • Joins and Facilitates internal and external meetings with Operations, Support groups and Clients. • Created business reports and templates to ensure that data and analysis are easily understandable up to agent level. • Creates Weekly, Monthly and Quarterly decks and attends Internal Business Review.• Regularly participating on client sessions and client calls. • Conducts root cause analysis to identify pivotal behavior and sets action plans (Quality Prospect) with the agent to ensure improvement. Show less

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  DataFlow Group

  Jul 2016 - Feb 2022

  • Handling Compliance & transactions audit to identify and control non-compliance, fraud, integrity issues.• Participating in execution of quality improvement projects for continual improvement with team or as an individual contributor as well like DSAT Audits, Reports Audits, FQC Audits, IT Audits etc• Identify suspicious Issuing Authorities, Fake Degree mill, Unaccredited authorities.• Work on process/audit automation project• Revenue Audit, Vendor Audit, Research audit, Beyond TAT case analysis.• Reviewing/Testing existing systems/portals and business requirements and facilitating the implementation of new systems/ processes, in line with the overall business goal and objectives• Audit the IT tickets (Jira Ticketing tool); identify the major concerns which impact the operational work.• Check for the portal-related issue and rectify it before the integration process.• Information & Data Securities testing. Show less

  • Team Lead - Grade III - Audit

    Apr 2019 - Feb 2022

  • Team Lead (Grade -II) - Audit

    Jul 2016 - Mar 2019
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  EY

  Feb 2022 - now

  Consultant