Divya Kodolli Email & Phone Number

Bengaluru, Karnataka, India

Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.

Bengaluru, Karnataka, India

• Call monitoring and providing actionable insights• Participated in assisting with Quality lessons and improved quality performance• Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs.• Consistently sent immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls.• Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low performing agents• Efficiently responds to problems and identifies opportunities to improve procedures • Offers new ideas to the team, department, and/or organization• Participated in internal calibrations with Quality and Operations and ensured consistent scoring

Banglore

• Variance Analysis, Risk Assessment and Analytical review of businesses on weekly/monthly/quarterly basis.• In order to ensure all key departments are aligned, routine calibration sessions are vital for monitoring the quality of the interactions. These sessions are an opportunity to discuss issues and trends as well as address the latest trends.• Ensuring all the Quality related reports are shared within the fixed timelines.• Sharing impact analysis on all the pilot batches and process changes.• Ensuring TNI (Training Need Inputs) shared with training team within the timelines.• Conducted on going training programs for associates based on quality induction for the new batches• Participated internal and external calibrations with clients, Quality and Operations and ensured consistent scoring.• Conducted huddles on the compliance report to improve the quality score.• Interaction with client counterpart on a regular basis for daily operational activities.• SSAT improved from 70% to 90%• Quality performance to 80% to 98%