Rahul Arjun Email & Phone Number

Bengaluru, Karnataka, India

• Driving focused audits on L1 and L2 process and shared actionable insights to respective stakeholders.• Supervising vendors team’s audit and quality adherence.• Collaborate with internal and external stakeholders to drive process adherence and experience.• Evaluated adequacy of existing Quality audit framework and worked on improvement audit parameters.• Delivering quantitative and qualitative insights using RCA and CAPA techniques.• Working on quality audit planning… Show more • Driving focused audits on L1 and L2 process and shared actionable insights to respective stakeholders.• Supervising vendors team’s audit and quality adherence.• Collaborate with internal and external stakeholders to drive process adherence and experience.• Evaluated adequacy of existing Quality audit framework and worked on improvement audit parameters.• Delivering quantitative and qualitative insights using RCA and CAPA techniques.• Working on quality audit planning and forecasting for both inhouse and external teams.• Formulated timely reports and dashboards to create better visibility and accessibility to all stakeholders on quality performance. • Actively involve in WBR’s and MBR’s to address and discussion quality progress and opportunities. Show less

Bengaluru, Karnataka, India

• Established Quality audit process from the scratch in the organization and created quality audit and training SOP • Managing training content and developed systematic test scenarios to reduce risk and ensure system function optimally. • Handling Quality team by streamlining BAU activities and governing QA performance and production• Established dedicated audits on concern area to govern process adherence, improvement of KPI’s and achieve sales target• Coordinating with various… Show more • Established Quality audit process from the scratch in the organization and created quality audit and training SOP • Managing training content and developed systematic test scenarios to reduce risk and ensure system function optimally. • Handling Quality team by streamlining BAU activities and governing QA performance and production• Established dedicated audits on concern area to govern process adherence, improvement of KPI’s and achieve sales target• Coordinating with various cross functional teams of the organization to calibrate the process and call quality• Enabling various dashboard visibilities to all functionalities of the organization on call Quality, agent quality performance, TNI, repeat analysis, ACPT, process insights Show less

Bengaluru, Karnataka, India

• Monitoring transactions and sharing feedback to concerned teams besides conducting quality refresher training and process certifications.• Managing partner to ensure even process flow by conducting regular calibrations, data reviews and executing audit on audit.• Identifying process performance and the root cause using QC tools, ACPT methodologies, and implementing resolutions via CAPA approach.• Analyzing transactions to monitor various KPIs like AHT, repeat, inflow volume and… Show more • Monitoring transactions and sharing feedback to concerned teams besides conducting quality refresher training and process certifications.• Managing partner to ensure even process flow by conducting regular calibrations, data reviews and executing audit on audit.• Identifying process performance and the root cause using QC tools, ACPT methodologies, and implementing resolutions via CAPA approach.• Analyzing transactions to monitor various KPIs like AHT, repeat, inflow volume and publishing the dashboards for the same. Show less

Bengaluru, Karnataka, India

• Worked in rating and recovery team to improve customer experience while balancing business needs (Voice and non-voice)• Worked in escalation desk and handled Flipkart escalations (MTV)• Email validation and RCA

Bengaluru, Karnataka, India

• Drive new business development and client acquisition through cold calling, emailing, social media and other events• Assisting employers to hire better candidate based on their requirement• Explained cross domain employers on Babajob’s product and pitched and converted the products to sales