Business Analysis

Worked as quality consultant for service delivery teams for SaaS provider dealing in procurement (S2P, P2P) software for B2B clients. Developing and Measuring the quality, efficiency & productivity metrics for delivery teams(customer and technical support) dealing across global regions like US, Asia Pacific and Europe. Providing realistic and SMART solutions for process improvements ,streamlining the functioning of day to day operations , timely co-ordination and collaboration across cross functional teams to cut down time lags in delivering excellent client support services.Proficient in manual and automation testing of software functional requirements, strong collaborative skills to work with multi-cultural teams across geographies. Strong analytical and reasoning skills which allow to devise proactive efforts to meet Organizational goals. Expertise in incident management, ticket management, first time resolution to drive positive NPS. Strong knowledge about SDLC, Agile methodology, scrum management, prioritization of working software.

Worked as Senior Quality Assurance Analyst responsible for Total Quality Management & ControlGrowth Path:Mar’13-Sep’14 Quality Assurance AnalystOct’14-Oct’ 16 Senior Quality Assurance AnalystKey Result Areas:• Performing transactional Quality audits for calls/emails/chats/letters required to assess the performance of the various Business Operation processes pertaining to mortgage servicing, collections, mortgage refinance• Maintaining the variance of the processes within the acceptable threshold of +/-3%.• Giving feedbacks, mentoring and coaching of the service delivery resources to provide excellent customer service experience by conducting calibrations, process trainings, refreshers and knowledge tests.• Analyzing the top areas of opportunities using Pareto analysis to focus and drive change processes which assists in maintaining the variance threshold• Responding to audit appeals received from Business Units and Regulatory authorities and providing solutions to mitigate the appeals• Preparing monthly quality audit dashboards and represent them to the Senior Leadership to strategize on performance review/ change management processes • Maintaining business continuity for the various process audits, ensuring timely completion of audits feedbacks and signoffs from the business units • Deftly identifying opportunities (incidents) for the Business units; to maintain a check on the process breakdowns which directly impact the customer satisfaction and customer experience for mortgage servicing. • Rigorous follow up with the business units to rectify the process breakdowns (corrective and preventive actions) to enhance customer experience.Additional Responsibilities:• Managing OJT teams from the nesting period and mentoring them throughout their learning curve to enable them to become process experts who can deliver the business requirements of total quality management.

Worked as Customer Relations Advisor responsible for Customer and Client Relationship ManagementGrowth Path:Dec’10-Jul’11 Customer Relations Advisor (CRA) for Customer SatisfactionAug’11-Oct’12 Customer Relations Advisor (CRA) for Retentions Skill SetKey Result Areas:• Ascertained the ownership for a particular request, to ensure satisfactory customer resolution• Being a team player and ascertain ownership of upgrading customer’s mobile handsets and tariff plans• Deftly identified opportunities for additional business to promote the brand effectively• Worked in adherence to change management process and coordinated with teams to achieve customer resolution• Instrumental in escalating customer issues proactively within TAT to superiors to ensure world class customer experience

Worked as Process Leader responsible for Operations Management and Team ManagementGrowth Path:Feb’06-Sep’08 Customer Service AssociateOct’08-Dec’10 Process LeaderKey Result Areas:• Ensured efficient customer satisfaction, complaints resolution and selling DTH services to the customers• Led the team of 15 customer service professionals, met client SLA’s for CSAT and resolution• Served as an Operational Executive for operations, performance & team management, training as well as the client management• Introduced various client’s outsourcing initiatives which increased business for the organizationProjects:• RTM Project: Instrumental in setting a new facility for retail sales process, a Client outsourcing initiative o Planning and execution of the entire project on shop floor, right from setting up the systems to stabilizing the process in terms of business as usual operationso Designing performance and quality measurement initiatives to sustain future performanceo Training the service professionals with the new systems and process• Productivity Enhancement Projects: o Devised ways and means to increase rate per hour for E-mails processing through effective template management and use of control charts and time-motion analysiso Devised productivity measures for various back office processes, which involved extensive time motion analysis, to reduce time wastage, offering value addition to client in terms of effective utilization of available resourceso Identified opportunities to cross skill the available resources to ensure end-to-end resolution and add revenue to client by saving on additional recruitment costs