Manish Amin Email & Phone Number

Mumbai, Maharashtra, India

Brand Intelligence, Retail - Solutions

Retail - Analytics

For Quality - ● Developed the Quality Standards & Metrics, currently followed across both CATI centers (Mumbai & London) & Inbound process.● Overseeing Quality standards & Metrics performance across centers.● Design/monitor Quality Assurance processes across regions/offices to ensure that CATI deliverables are fit for purpose and meet the internal/external requirement, legal/regulatory compliances and client expectations.● Measures performance v/s process requirements & implement projects to address shortfalls.● Gage R & R, ATA (Audit the Auditor), TL v/s QA variance, Top Error Analysis, Bottom Quartile Analysis, Quality Presentation for Clients & Senior Management.● Resolutions of any disputes on call evaluations.For Planning & MIS - ● Provide planning support of projects to ensure timely delivery of projects (client requirements), effective allocation of work (utilization, skill match, minimizing push-backs / rejects).● Compile demand – supply information to aid in business planning and review.● Participate/contribute in developing services / solutions / tools.● Provide Dashboards and MIS reports for Senior Management/Service line heads on periodic basis.● Created the Quality Monitoring Tool with SQL database as backend for storing all evaluations.● Created a robust one stop solution (CRM) application to capture & measure IC's, Department's & Business performance including a real-time performance management system.● Laid down processes for effective & efficient operational functioning.

Conducting Call Evaluations & maintaining the Quality of the site to client expectations. Providing advisors with continuous feedback & streamlining quality levels across the process. Profile includes managing and executing Rigour & Compliance activities scheduled by the clients. Actively involved in COPC 4.2 certification for the process namely 2.4 (Transaction Monitoring). Part of the MCI core team as an expert. Conducted Gage R & R in the role of an expert for all supervisors & coaching auditors on Action Plan. Calculating TL v/s QA variance. Creating Internal as well as external report & sample size calculators Responsible for preparing Quality Presentation for the Clients. Responsible for preparing Top Error Analysis – 3 months rolling data. Responsible for preparing Bottom Quartile – 3 months rolling data. Conducting new joinee (QA & TL) training and call monitoring certification. Preparing End-Of-Month report for clients along with Call MI. Solely responsible for training advisors in the new module as laid down by British Council – i.e. “LANGUAGE OF CUSTOMER SERVICE” which includes highlighting the importance of having a conversation with the customer & in what way & how. As an expert, I am also responsible for ATA (Audit the Auditor) for sampling evaluations by Evaluators. Handling client calibration – organizing listening sessions, calibrating calls with the clients, to educate & enhance auditor monitoring capability. Created database in Excel & Access with report options (basic macros). Created Templates that have helped the Advisors in General & the Process in Particular by reducing the AHT across the Floor :- 1) Call logging Template 2) Out of Hours Template 3) Ready Reckoner. Created a CQM Side-by-side database in Excel using VBA Macros. Also Created Calculators in MS-Excel that help advisors calculate their Incentive & KRO Score on a Real-Time basis thereby boasting performance.