Prasad Bargode Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Mangaluru, Karnataka, India

Primary responsibilities to manage Governance Framework defined by the clients and make sure 100% adherence is maintained across all Line of Business 3 Quality & 1 Training AMs’ reporting directly with a team of total 15 QAs’ & 4 TrainersManaging Quality performance & training of 500+ operational crowd which includes Voice & Non Voice Customer serviceDevise and establish a company's quality procedures, standards and specificationsDefine quality procedures in conjunction with operating staffReview products, processes and systems on an ongoing basis to determine where improvements can be madeReview existing policies and make suggestions for changes and improvements and how to implement themLiaise with other managers and staff and provide training, tools and techniques to enable others to achieve quality standardsMake sure the company is working as effectively as possible to keep up with competitorsDocumentation of quality metrics, communicate root causes to operations and Carry forward lessons learned from quality concernsDrive defect elimination program by working along with Ops and Program stakeholdersWork with software teams to articulate and prioritize feature needs for system and toolsRecruit top-quality employees. Develop employees and their skill sets to expand the team capabilities and provide growth opportunitiesCollaborate with numerous operational, training, data, and software development teams to identify, define and specify solutions that improve both quality and associate performances. Collaborative relationships with stakeholders, Quality program managers, and operations teams, working closely to create and execute a quality project roadmap

Karnataka, India

Currently managing a QA team of 14 & 5 Trainers to ensure compliance with all relevant regulatory guidelines for our productsDocumentation of quality metrics, communicate root causes to operations and Carry forward lessons learned from quality concernsIntroduce new systems and procedures that drive defect identification and reductionVerify Quality Metrics in place and meet goals, trigger containment actions and corrective actions as appropriateManage, coach and develop a high performing Quality team that meets agreed objectives and which delivers best practice results, added value and continuous improvementsCommunicate across all levels on Operations and program progress. Provide focused feedback loops for teams based on performance and quality dataConduct Root Cause Analysis (using 7 Quality tools) and Error Trend AnalysisDrive defect elimination program by working along with Ops and Program stakeholdersDrive efficiency improvements by eliminating non value add processes and introducing automation capabilities- Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and qualityWork with software teams to articulate and prioritize feature needs for system and tools

Pune Area, India

• Focusing on improving CSR effectiveness and on meeting customer service goals by periodic audits and quality checks• Identifying people, process & system gaps while monitoring agents on calls and highlight the areas of improvement with recommendations• Co-ordinate and implement critical changes through effective change management process and measure success metrics post changes• Send weekly and monthly Quality reports with overall performance to the stake holders which helps to understand the level of customer service provided in that period of time• Conducting regular briefings and meets with operations for product & process updates sent from onshore team• Participated in internal calibrations with Quality and Operations and ensured consistent scoring• Participated in assisting with Quality lessons and improved quality performance• Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs• Conduct monthly review with Stake Holders to share insights on finding and process improvement plans• Handle a team of 3 QAs’ which covers:o Ensure adequate documentation is in place prior to the initiation of PSPo Lead the conversation and lay emphasis on the purpose of the support plan to improve performance.o Provide real time feedback and coaching as soon as non-performance in observedo Work closely with employee to outline the support plan and the required targets which the employee needs to attain during the set time.o Clearly specify the consequence of non-compliance in a sensitive manner and offer special attention to support the plan.o Coach the employee and offer feedback and help wherever required and be equally responsible for providing support to the employee, as much the employee is expected to put in desired efforto Keep BHR & Reviewing Manager posted on the progress.

Mumbai, Maharashtra, India

• Discuss with businesses the details of the money owed to them• Contact people by phone or letter to inform them of an unpaid account• Explain the terms of sale, credit or contract conditions• Advise people on how to pay the overdue account• Arrange payment of overdue accounts• Arrange for legal action on unpaid accounts organize the repossession of goods secured by a hire purchase agreement in order to settle unpaid bills• Train staff and keep records• Answering inbound calls in support of customer needs• Conveyed in a reassuring manner step by step instructions to resolve application issues

Mumbai, Maharashtra, India

• Respond to customer requests through emails• Place customer orders in computer system• Provide customers with product and service information• Sell products and services• Transfer customers to appropriate staff• Identify, research, and resolve customer issues using the computer system• Follow-up on customer inquires not immediately resolved• Research billing issues• Research misapplied payments• Recognize, document and alert the supervisor of trends• Recommend process improvements• Other duties as assigned

Mumbai, Maharashtra, India

• Present and sell company products and services to the customers• Prepare action plans and schedules to identify specific targets and to project the number of contacts to be made• Follow up on new leads and referrals resulting from field activity• Identify sales prospects and contact these and other accounts as assigned• Develop and maintain sales materials and current product knowledge• Identify and resolve client concerns• Communicate new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff• Coordinate company staff to accomplish the work required to close sales• Other duties as assigned