Dhananjay Pathak Email & Phone Number

Noida, Uttar Pradesh, India

In-house Management:Perform Audits based on data driven by Freshdesk(CRM Tool) Perform Audits of cases where user approached via Social Media platform Ensure that the Quality standards have been met as per business criteria. Share feedback to the advisor on real-time basisAnalyze CSAT/Re-open data to help product team to improve overall experience of Paytm app. Conduct Dip-check with the advisors based on recent updates/changes in product or processPublish… Show more In-house Management:Perform Audits based on data driven by Freshdesk(CRM Tool) Perform Audits of cases where user approached via Social Media platform Ensure that the Quality standards have been met as per business criteria. Share feedback to the advisor on real-time basisAnalyze CSAT/Re-open data to help product team to improve overall experience of Paytm app. Conduct Dip-check with the advisors based on recent updates/changes in product or processPublish TNI(Training needs identification) report to help trainers to focus on main areas of defectsConduct Quality Session to clear the doubts and proper understanding of Advisors on Product and process. Share Process recommendations/suggestion based on DSAT and Re-open AnalysisVendor Management:Handling differnent vendors like - iEnergizer, Cogent, Cinvergence, Aegis, Magnum Group(Bhopal), SRCOMM Soft(Jabalpur) Maintain the CTQ and adherence of all activities like Cakibration, Dip-checks, compliance check, SOP Adherence Conduct the Review on behalf of Quality/Training/Ops.BQ(Bottom Quartile) performance review on weekly basisAudit mechanism maintained through RandomizerPerform ATA(Audit the Auditor) where audit performed by Vendor QA Show less

Noida, Uttar Pradesh, India

In-house Management:Audit the responses over the Emails & Call both. Share the Feedback to the Advisors on real time basisTrack the performance of advisors daily, weekly and monthly. Conduct the Calibration activity with all respective stakeholders based on recent update or changes in product or process to be in same page. Share the TNI in fortnightly and monthly basis along with major defect analysis and worked to rectify those defects Execute the Dip-check activity for… Show more In-house Management:Audit the responses over the Emails & Call both. Share the Feedback to the Advisors on real time basisTrack the performance of advisors daily, weekly and monthly. Conduct the Calibration activity with all respective stakeholders based on recent update or changes in product or process to be in same page. Share the TNI in fortnightly and monthly basis along with major defect analysis and worked to rectify those defects Execute the Dip-check activity for Advisors based on recent updates or changes in product or process. Publish the Monthly Compliance Report and Dashboard Vendor Management:Handling differnent vendors like - iEnergizer, Cogent, Cinvergence, Aegis, Magnum Group(Bhopal), SRCOMM Soft(Jabalpur) Maintain the CTQ and adherence of all activities like Cakibration, Dip-checks, compliance check, SOP Adherence Conduct the Review on behalf of Quality/Training/Ops.BQ(Bottom Quartile) performance review on weekly basisAudit mechanism maintained through Randomizer Show less

Noida, Uttar Pradesh, India

In-house Management:Audit the transactions and responses over the Emails & Call both. Maintain the documented feedback given to the advisors. Gage the performance of advisors daily, weekly and monthly. Execute the Calibration activity behalf of Process knowledge to be in same page with all respective stakeholders. Share the TNI in fortnightly and monthly basis along with major defect analysis and worked to rectify those defects Execute the Dip-check activity for… Show more In-house Management:Audit the transactions and responses over the Emails & Call both. Maintain the documented feedback given to the advisors. Gage the performance of advisors daily, weekly and monthly. Execute the Calibration activity behalf of Process knowledge to be in same page with all respective stakeholders. Share the TNI in fortnightly and monthly basis along with major defect analysis and worked to rectify those defects Execute the Dip-check activity for Advisors based on recent updates or changes in product or process. Publish the Monthly Compliance Report and Dashboard Vendor Management:Handling differnent vendors like - iEnergizer, Cogent, Cinvergence, Aegis, Magnum Group(Bhopal), SRCOMM Soft(Jabalpur) Maintain the CTQ and adherence of all activities like Cakibration, Dip-checks, compliance check, SOP Adherence Conduct the Review on behalf of Quality/Training/Ops.BQ(Bottom Quartile) performance review on weekly basisAudit mechanism maintained through Randomizer Show less

Noida Area, India

Performed Financial Audit of transactions where amount added manually in user's account/Shared the Audit report baed on the analysis/Observed loopholes in the panels/tools were shared with the respective team/departments in real time basis to avoid any Moneatory losses.

Noida, Uttar Pradesh, India

Handled cases escalated on ED(Escalation Desk)/Provided assistance to the Team members to solving the customer problems

Noida Area, India

I have worked with Innova communication as a Relation manager in Vodafone HVC (High valued customer)

Noida Area, India

I have worked in Tech Mahindra as a Customer support associate. in Voice process.