Harsh Koli Email & Phone Number

Mumbai, Mh, In

Implemented management routines including Sales tracking and productivity savings resulting in greater control and oversight of actual project benefits. Directed the Quality Management Department including Performance Improvement, Risk Management, Quality Assurance. Planned and implemented Process that resulted in increased organizational awareness of Valid Sales. Focus was on customer experience and people development and included learning and development, performance improvement and enhanced user experience. Implemented quality improvements that reduced non-compliance ,which assure compliance with regulatory standards, and reduced overall risk. Performed annual and monthly reviews of all QA programs with business stakeholders to ensure applicability of programs and proper identification of critical defects. Documenting and reporting product or service quality levels. Developing and implementing standards for inspection. Developing a workflow for product inspection. Developing plans to help a company manage waste. Maintaining strong overall quality control of the company adhering to reliability, performance and customer expectation.

Managing multiple processes with multiple LOB. Managing Pan India. (4 location across India) Regular Interactions with The Clients & internal stakeholders to ensure the queue are closed before the agreed to timelines & Maintaining Their Performance on Daily/Monthly/Quarterly Basis. Handling End-to-end Analytics Works Categorized Clients Indifferent Groups and Ensuring the Quality % target is met. Regular Team Meeting-Setting Goals and Expectations. Develop resource plans and plans for possibilities Monitor, analyze performance, identify trends and makers commendations to improve the performance of the team Coordinate Between Departments Like IT, HR, training, facilities etc. to address their needs Resolve quality and people issues affecting targets, coordinating with support functions and escalating as appropriate Ensure team adherence to client process requirements, security procedures, data protection legislation & HR principles Analyzing risk involved and taking necessary steps to mitigate them. Conducting random audits to check for any quality issues. Monitoring the entire process, recommending changes to enhance the same. Coordinating with clients to ease out obstacles in day to day operations related to their spectate product. Responsible for Monthly and Quarterly process reviews & Rewards and recognition Responsible for end to end Service Delivery for the commitment Responsible for addressing agent performance or behavioral issues in line with company policy to ensure teams are meeting the requirements Managing team functions like manpower planning, recruitment & selection, induction, performance appraisal Identify and lead Process Improvements across the Program Daily, Weekly & Monthly reviews with the team members Grooming level-1&level-2 QA for the next level

Regular interactions with the clients & internal stake holders to ensure the queries are closed before the agreed time-lines & maintaining their performance on Daily/Monthly/Quarterly basis. Handling end to end analytics works Categories the clients in different groups, and ensuring the Quality % target is met. Regular team Meeting - Setting goals and expectations. Develop resource plans and plans for possibilities Monitor, analyses performance, identify trends and make recommendations to improve the performance of the team Coordinate between departments like IT, HR, training, facilities etc. to address the needs of the team Resolve quality and people issues affecting targets, coordinating with support functions and escalating as appropriate Manage escalation of high-quality queries effectively Ensure team adherence to client process requirements, security procedures, data protection legislation & HR principles Analyzing risk involved and taking necessary steps to mitigate them. Conducting random audits to check for any quality issues. Monitoring the entire process, recommending changes to enhance the same. Coordinating with clients to ease out obstacles in day to day operations related to the respective product. Responsible for Monthly and Quarterly process reviews & Rewards and recognition Responsible for end to end Service Delivery for the commitment Responsible for addressing agent performance or behavioral issues in line with company policy to ensure teams are meeting the requirements Managing team functions like manpower planning, recruitment & selection, induction, performance appraisal Identify and lead Process Improvements across the Program Daily, Weekly & Monthly reviews with the team members Absenteeism & Attrition management Grooming level-1 & level-2 agents for the next level

Provide status reporting of team activities against the program plan or schedule. Keep the project manager and product committee informed of task accomplishment, issues and status. Serve as a focal point to communicate and resolve interface and integration issues with other teams. Escalate issues which cannot be resolved by the team. Provide guidance to the team based on management direction.Coordinating with RCC in terms of process improvements. Deal with process dispute gap identified by RCC.Meeting ATA targets with team.Monthly KRT. ? Monthly performance review. Pan India team allocation for QA?s. Process improvements. Customer service's improvements.