Karan Kumar Email & Phone Number

• Achieving daily and monthly audit target.• Adhering KRA’s.• Identifying the concern areas. • Call Calibration, Quality hurdle and J.C.L sessions. • Documenting Associate performance for future references.• Publishing the reports of Call Calibration sessions and M.O.M for the quality hurdles and CLA sessions. • Knowledge of making ACPT analysis. • Publishing the weekly and Monthly quality report by tracking the process improvement.• Coaching the associates in providing proper rebuttals and objection handling on customer-based concerns. • Conducting the Quality session to the Training batches and conducting the mock call certifications.• Receiving and processing of all in-coming and out-going mails.• Daily report to Management.

Delhi, India

• Conducts internal audits for trend analysis to identify training opportunities while also performing detailed quality verification of performed work. • Responsible for leading, mentoring and directing the advisors to be able to provide end to end resolution adhering to the quality parameters.• Monitoring of all the team activities, test results, leaked defects, root cause analysis (RCA) and identifying areas of improvement. • Maintaining the important logs and documentation about the details of the tasks performed.• Analyzing QA performance weekly trends and providing performance reports while highlighting areas for development.• Developing the training and coaching plan and training new agents as part of the induction process.• Working with managers and team leaders to develop scorecards used to determine the effectiveness of an agent’s performance.• Monitoring Sales calls also help Associated in achieving their sales target.

Delhi, India

• Live Monitoring and immediate feedback sharing• Worked on Monthly process improvement initiatives.• Auditing customer calls remotely and side barge with the agents.• Conduct calibration sessions with operations and training team.• Generating daily, weekly & monthly Quality Reports