Deepa Narayanan Email & Phone Number

I am a Lead Quality Control at Speridian Technologies, a global IT solutions and consulting company that provides innovative and customized solutions to various industries. I have more than 15 years of experience in the BPO sector, working in both voice and non-voice processes, and serving domestic and international clients.My core competencies include Quality Assurance, Monitoring and Evaluation, Feedback and Training, Performance Analysis, Process Quality Management, Reporting, and Team Management. I am responsible for implementing and managing quality assurance processes to evaluate customer interactions and ensure that agents adhere to company policies and procedures, follow script guidelines, and deliver excellent customer service. I also design the quality evaluation parameters based on the process and client requirements, supervise and coach Quality Analysts, provide constructive feedback to agents, and use data-driven insights to create action plans and improvement strategies. I have completed certifications in Data Visualization with Power BI and Business Analysis: Essential Tools and Techniques, which enable me to leverage data and analytics to enhance the quality and efficiency of the processes and services. My mission is to contribute to the performance excellence and customer satisfaction of Speridian Technologies and its clients, by applying my skills and knowledge in quality management and data analysis, and by leading and empowering a team of quality professionals. I am passionate about learning new tools and techniques, and staying updated on the latest trends and best practices in the BPO industry. I am seeking an interesting and challenging role in an esteemed organization that values quality, innovation, and collaboration.

Listed skills include Leadership, Six Sigma, Microsoft Office, Analytical Skills, and 12 others.