Training and Quality

The role involved auditing calls, training, feedback, process improvement, calibration, collaboration with business analyst team to highlight trends  Worked on speech analytics tool, Nexidia to search required information from the calls, forecast trends and presented observations based on analysis

Quality Analyst – Market Research (Primary and Secondary Research)• Monitoring voice calls to ensure highest level of quality and providing structured feedback to Delivery teams.• Training agents for improving voice calling quality keeping, both, generic and project specific parameters in mind• Ensuring maximum quality by closely interacting with programming team to understand their requirements.• Experience in managing defect logs, daily, weekly & monthly reports and team handling.• Ensuring high quality services and report generation and follow up with development team to resolve the bugs.• Good domain knowledge of marketing research industry

Quality Intelligence Executive (Quality Supervisor- Sales and CS LOB): • Joined as a Quality Consultant to evaluate the call quality and got promoted as a QIE (Quality Supervisor) after a year and since then handling a team of Quality Consultants• Demonstrated acumen in driving growth, generating revenues & Improve Quality of Evaluations done by the team of QAs, improving profits and enhancing performance of teams.• Handling 2 different LOBs of the U.S based Sales Process and leading client calibrations on weekly basis (thrice). Discussing new guidelines to be implemented within the team, Calibrating on few live calls.• Keep a check via Internal Audits, Internal Calibrations, Quiz and Training and Refresher Sessions to ensure minimal variance in evaluations done by the QAs against the laid down call quality monitoring guidelines. Take corrective measures/steps in case of discrepancies. • Making Quality Performance Reports of the QAs on weekly and monthly basis for the PBIs• Giving verbal and written feedback to the team via an in-house software on daily basis for the timely feedback• Provide Training & mentorship to the new joinees and giving floor support to the team whenever needed Quality Consultant (Sales and CS LOB):• Evaluating calls of US based agents based on the attribute guidelines of 2 LOBs (Customer Service and Sales).• Giving them feedback via an ‘in-house software. • Attending Client Calibrations as a team member and been a top performer.

• Worked with IBM- Daksh for 21 months in a semi- tech process as an Operations- Executive and resolving (troubleshooting) the telephony and digital issues (U.K. Process)• Been a top rank performer of the team throughout and got client appreciation

• Worked on editing and proofreading for the ‘Nation Page’ • Writing, reporting for HT Live and covering and filing of neighbourhood news and got many bylines for South Delhi Live