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Maintaining Quality Assurance

1. Handling All Quality Related Daily/Weekly/Monthly Reporting including sales reports, performance reports, shrinkage and attendance reports etc...2. Creating VBA Macro Modules for all reporting purposes.3. Point Of Contact for the Quality Team of ATT Uverse Technical and Billing/Sales support working out from Sutherland locations Windsor – Canada, Houston-USA, Philippines- Davao and India- Airoli (Mumbai).4. Mentoring and Leading a Team of 8 Quality auditors (level: 1 & 2) dedicated in monitoring recorded, live and SBS customer interactions.5. Maintaining Monitoring adherence as per SOW.6. Implementation of Monitoring Improvement Plan as per SOW.7. Performing Audit the auditor (ATA) and Repeatability & Reproducibility checks with the auditors8. Handling and Leading Calibration and Justification Conference calls with the clients. 9. Handling training and coaching sessions for the Quality auditors.10. Monitoring recorded and live Inbound and Outbound customer interactions (Voice and Chat support).11. Handling Coaching and feedback sessions for associates and Team Managers.12. Handling and monitoring Escalation/Supervisor queue for inbound and outbound contacts.13. Handling Training and Certification process for new hires as per client directives.14. Coordinating with Sutherland internal Training team and AT&T training team for specific consultant skill or behavioral training requirements based on the Quality monitoring feedbacks.15. Coordinating with Operations head in channelizing operations tasks as per client requirements.16. Coordinating with AT&T Uverse R&D team for product upgrades and also to resolve technical problems with ATT Uverse products and equipment.17. Coordinating with Risk Management team for performing Risk assessment Audits to meet client requirements and to check any fraudulent activities for all Uverse Technical support and billing/sales support sites.

Quality Monitoring-Dell Customer support