• Monitor, evaluate and score inbound calls against established quality assurance instruments and standards• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools• Supports and communicates business goals, quality standards, processes and procedures and policies• Ensures the Contact centre agents adhere to predetermined quality assurance standards and the business’s standard operating procedures.• Conduct / Lead training sessions (as needed)• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures• Provides performance expectations, action plans and development plans to improve call quality.

Senior Executive Service Quality - Capability DevelopmentConduct call quality audits as per the defined guidelines and random sample for the daily calls made.(Inbound and Outbound).● Publishing Quality Dash Board Weekly Reports.● Monitoring hygiene audits.● Finding process gaps and fixing the issues as soon as possible to streamline the process.● Create and publish regular audit reports with the management. (Daily, weekly, monthly)● Identify gaps and conduct feedbacks, refresher session with agents to improve call quality.● Drive process improvement and trainings for the team for achieving call quality metrics.● Drive internal and external calibration sessions.● Prepare TNI and train the agents accordingly.● Conduct quality induction for new batch.● Conduct certification with client for new batch.● Ability to work independently and in a team environment● Able to solve problems and identify opportunities through the use of analytics and critical thinking.

Preparing the dashboard for bookings, cancellations, stockout, Driver’s request for validation and Audits of Recompletion Form.• Pickups Stock out Capture and increasing the supply based on customer’s demands.• Resolving driver’s apps related issues. (E.g. Device Replacement Data)• Monitor the matching effectiveness and delays from drivers. • Made outbound calls to the customer for Customer Survey to know and analyze the reason for cancellation to minimize it.• Handled diver device for all quality faults. Synchronized and mapped the device IMEI, operator and driver on IMS Staging for testing and even in production level.• Handled Ola Share training & Refresher training and also handled support tool training for CC & Team Leads.• Maintained the Ola share invitation sheet and forwarded to Tech team to send invite for Olashare Icon.• • Done field testing for driver App to analyze and ensure that everything is working fine in Partners Application (SMS, bookings, Live Payment update etc.).• Helped the team for Customer and Driver FAQ for Ola share as well to make proper script for CC.• Did RCA on allotment of Bookings and Competitive Analysis.: Angle of allotment, Sanitization issue, Drop Lat/Long Mismatch Issues, Server Sync Issue.• Provided Refresher training on Olashare for CC and PC Advisors to update them on current changes and quality improvement.• Abnormal toll check and Re-completion tool testing & Validating the tolls applied correctly on driver payment or not.

Monitoring the calls and sharing feedback Explaining the basic concepts of products Monitor, facilitate and develop training activities for new agents. Attending the calibration Attending the con call with client Publishing the quality dashboard Group discussion with bottom performer Sign of taken from associates who has got Fatal Error. Making report such as KRI(Key Resolution Area), KPI(Key Performance Index), Publishing the quality scores Daily, Weekly, Monthly, and Quarterly.