Job role is to share insights with operations and clients to improve process. Also, we audit and share feedbacks with agents. Taking one on one's, team huddle, managing client calibration, highlight and rectify any compliance issues, share new updates, sharing quality tips. Previously I was working for consumer's profile and was part of pilot batch. After that moved in business profile again pilot batch to help setup the process and support new hires. Here I am also working on weekly and monthly decks to present in our client meeting.

I was working as a Senior Quality Analyst. It was calling process where agents were getting calls to book airlines, hotel and packages from US Market. My role was to audit calls, share feedback with agents, conducting training sessions, team meetings, preparing daily/ weekly/ monthly reports & share it with operations. Also, to share in-scope calls to follow up and convert it into a sales call.

I was in Expedia which is the top most travel brand, We were auditing Airlines,hotel, cruise, package calls of Expedia, Travelocity, IGT and giving feedback to agents. After I got promotion I was re-auditing QA's calls, giving them feedback, process training to new joining, new update sessions, callibration calls with clients, also preparing daily and weekly reports for team performance.

Job role was to handle inbound calling team of 10-12 agents in Admin department. We were getting calls from Convergys employees only regarding there HR issues, roater, address approval. I was managing agents leaves, preparing reports, reply on escalation emails & handling escalation calls.