Pharma distributors with Primary line of business in re-sale of medicines, food supplements, vaccines, medical equipment, life saving medicines & medicinal herbs.

Operations Aug'10 - Jul'11Independently handle the customer, coordinate escalations and handle conference calls, client calls - MBR/QBR, Daily War Room calls, Calibrations, etc.Administering and ensuring successful implementation and logical completion of all Performance improvement plansDevised methodology of Coaching, Counselling and Training for new recruits to get in synch with the tenured agents on the floor within a specified time span thereby ensuring reasonable… Show more Operations Aug'10 - Jul'11Independently handle the customer, coordinate escalations and handle conference calls, client calls - MBR/QBR, Daily War Room calls, Calibrations, etc.Administering and ensuring successful implementation and logical completion of all Performance improvement plansDevised methodology of Coaching, Counselling and Training for new recruits to get in synch with the tenured agents on the floor within a specified time span thereby ensuring reasonable assurance to critical CTQ and CTP defined by the customerAnalyzing call flow standards, call quality, feedbacks and calibration for QA Analysts and front line supervisorsTop defect Analysis; devising action plan; implementing controls and testing the effectiveness of implemented controlsControlling the CPM (Critical Performance Measurements) of the customersWorking closely with the Clients and understand the quality needs of the Client. Regularly attending Client Conference calls and passing the learning's and observation to the floor managers.Formulation of Central compliance team to ensure adherence to quality standards. Show less

Ensuring that the Support Professionals have proper understanding of Quality FormMonitoring calls, chats, e-mails and provide regular feedbackIdentified and groomed 2 Support Professionals for the profile of Quality Analyst who reported to meCreated awareness among the Support professionals by pasting printouts on Workstations, updates shared on e-mails, team huddles, posters, prizes and incentivesIntroduced Peer to Peer Coaching and incentivising it, so they have better… Show more Ensuring that the Support Professionals have proper understanding of Quality FormMonitoring calls, chats, e-mails and provide regular feedbackIdentified and groomed 2 Support Professionals for the profile of Quality Analyst who reported to meCreated awareness among the Support professionals by pasting printouts on Workstations, updates shared on e-mails, team huddles, posters, prizes and incentivesIntroduced Peer to Peer Coaching and incentivising it, so they have better understanding of the Quality Form which in turn improved the Quality Scores Show less

 Working closing with operations in achieving the desired targets for two accounts. Provide direction to HQ Operations for performance improvements Track trending of Attributes and provide solutions Participate in Calibration Sessions to ensure HQ is meeting clients objectives Ensures that all clients are operating and performing their activities according to SOPs and the contract as written and mutually agreed upon and make appropriate recommendations for an adjustment in… Show more  Working closing with operations in achieving the desired targets for two accounts. Provide direction to HQ Operations for performance improvements Track trending of Attributes and provide solutions Participate in Calibration Sessions to ensure HQ is meeting clients objectives Ensures that all clients are operating and performing their activities according to SOPs and the contract as written and mutually agreed upon and make appropriate recommendations for an adjustment in an event of non compliance Create and host Quarterly Business Reviews and conferences with statistical analysis and performance improvement recommendations to promote our services and overall business goals as and when required. Ensure invoicing is correct and accurate Deliver daily, weekly and monthly performance reports Prepare, participate and lead QBR presentations and discussions either in person or via phone Ad-hoc reporting: Look for business intelligence gathering and trends. Finding ways to provide information to clients marketing and training teams Show less

Handled a team of 5 Quality Executives.Independently handle the customer, coordinate escalations and handle conference calls.Quality SPOC for Arvato India at the time of process transitioning from Russia to India.Devised methodology of Coaching, Counselling and Training for new recruits to get in synch with the tenured agents on the floor within a specified time span thereby ensuring reasonable assurance to critical CTQ and CTP defined by the customer.Analyzing call flow… Show more Handled a team of 5 Quality Executives.Independently handle the customer, coordinate escalations and handle conference calls.Quality SPOC for Arvato India at the time of process transitioning from Russia to India.Devised methodology of Coaching, Counselling and Training for new recruits to get in synch with the tenured agents on the floor within a specified time span thereby ensuring reasonable assurance to critical CTQ and CTP defined by the customer.Analyzing call flow standards, call quality, feedbacks and calibration for QA's and front line supervisorsControlling the CPM (Critical Performance Measurements) of the customers.Responsible for Compliance audits.Working closely with the Clients and understand the quality needs of the Client. Regularly attending Client Conference calls and passing the learning's and observation to the floor managers.Formulation of Central compliance team to ensure adherence to quality standards. Show less

Tracking Triggers, Trigger response, Trigger Policy Compliance, Quality Metrics, Call Flow adherence and Invalid saves. Handled a team of 5 Quality ExecutivesHave been in the training profile for 6 months.Creating and implementation of SOPs pertaining to quality function. Major achievement was setting up the quality function for a pilot process which started with 25 FTE(s) and one queue which then expanded to 300 seats and 3 queues.Worked for an inbound ISP process dealing… Show more Tracking Triggers, Trigger response, Trigger Policy Compliance, Quality Metrics, Call Flow adherence and Invalid saves. Handled a team of 5 Quality ExecutivesHave been in the training profile for 6 months.Creating and implementation of SOPs pertaining to quality function. Major achievement was setting up the quality function for a pilot process which started with 25 FTE(s) and one queue which then expanded to 300 seats and 3 queues.Worked for an inbound ISP process dealing with Technical, billing & Retention.Managing a 20 - 25 member team to deliver on pre determined goals and targets.Maintaining process reports which contains team and process level data.Provide operational floor management by making appropriate decisions, responsible for daily monitoring of quality and production of outbound and inbound status group in a Retention Environment.Have worked extensively on CMS software like Call Monitoring System, "Nice" The Call Recording System.Ensuring tool adherence and the quality call flow standard usage for the assigned teams. Auditing calls (recorded and live calls), providing feedback to associates to improve tool adherence and overall quality of calls.Refresher trainings for new batchesConducted team briefings to share the best practices and process updates.Created a call library of good and bad calls with proper documentation to serve as training aid.Conducted weekly group calibrations; post which, documented and mailed the key takeaways to all process coaches and SDL. Show less

Date Of Joining: 22nd Sep 2003 (17 months); Company Profile: Wipro-BPO is a full spectrum and end-to-end provider of Business Process Outsourcing (BPO) and customer interaction services (CIS). The range of services includes email Management, Inbound & Outbound Voice Processes, CRM, Accounting Services, Transaction Processing and Web Based Services. There are also specialized knowledge based Business Divisions which addresses areas such as e learning and Knowledge Acquisition.Job… Show more Date Of Joining: 22nd Sep 2003 (17 months); Company Profile: Wipro-BPO is a full spectrum and end-to-end provider of Business Process Outsourcing (BPO) and customer interaction services (CIS). The range of services includes email Management, Inbound & Outbound Voice Processes, CRM, Accounting Services, Transaction Processing and Web Based Services. There are also specialized knowledge based Business Divisions which addresses areas such as e learning and Knowledge Acquisition.Job Profile:Providing assistance in technical troubleshooting & policy/procedures & questions with regard to the process.Provided assistance to the Supervisor in discharging his duties.Responsible for quality audits for the team & providing feedback for the same.Managing the queue in the absence of Supervisor.Provided & managed inputs given from client for improvement of various given parameters Imparting training in new products that are introduced by client & technical issues.Managing data & reports of the team. Strength and Skills: Focused calling with the help of people management and analysis of historical data. Show less

Provided assistance in technical troubleshooting & policy/procedure questions with regard to the process.Provided assistance to the Supervisor in discharging his duties.Conducted quality audits for the team & provided feedback for the same.Managed the queue in the absence of Supervisor.Provided & managed inputs given from client for improvement of various given parameters.Imparted training in new products that are introduced by client & technical… Show more Provided assistance in technical troubleshooting & policy/procedure questions with regard to the process.Provided assistance to the Supervisor in discharging his duties.Conducted quality audits for the team & provided feedback for the same.Managed the queue in the absence of Supervisor.Provided & managed inputs given from client for improvement of various given parameters.Imparted training in new products that are introduced by client & technical issues.Managed data & reports of the team. Received Certificate of Appreciation in Exceeding and Delivering desired targets with respect to client requirements.Certified by AOL after successful completion of the AOL connection Program. Received Certificate of Appreciation for Quality contribution rendered for the process. Show less