• Managing end-to-end recruitment process for various IT positions across different levels.• Screening, Interviewing Consultants, evaluating them and going through the whole selection process.• Sourcing candidates using internal databases, job postings, referrals, networking and job portals.• Interviewing prospective candidates and educating candidates on company process. • Extending offers of employment to qualified candidates.• Involved in end-to-end recruitment process for IT positions.• Sourcing candidates using internal databases, job postings, referrals, networking and job portals like.• Screening candidates according to the job.• Handling candidates query and keeping them posted about the progress of their candidature.

• Working as a Senior Quality Analyst for one of the giant player in market. (US/UK Process)• Conducting audits for the agents handling Inbound calls & emails of the customers• Identify various agent opportunities & deliver real time feedback to the agents in order to delivereven better• Conducting various sessions & training for tenured & new hired agents to make them come upthe learning curve.• Coaching the bottom quartile agents & their looking after their improvement plans.• Conducting dip checks to enhance the product & process knowledge of the team.• Participate in various internal & external client calibrations to adapt new guideline in order to beon same page• Been delegated for various reports daily/weekly/monthly• Along with scrubbing of various audits, also perform analysis in identifying the root cause ofcustomer dissatisfaction in order to convert it into CSAT.

• Taking care of the quality for Maharashtra & Goa circle (Vodafone).• Taking care for the C-SAT for the above-mentioned circle.• Conducting Mid-level and final certifications for the Training batches.• Mock call sessions and product refresher for the training batches.• Conducting dip checks within the team to enhance the product knowledge of the team.• Conducting Quality Calibrations on weekly basis.• Helping in maintaining quality threshold for the process.• Preparing quality dashboards & maintaining other Quality MIS weekly & monthly reports.

• Handling queries of Punjab circle dealers, distributors & Relationship Managers.• Handling team in absence of Team Leader.• Passing of waivers and adjustment.• Processing of subscriber queries within the given SLA’s.• Handling the barring & unbarring of the accounts according to outstanding age.• Dispatch of Duplicate bills within given time frame.• Providing resolutions to customers.