 Adept member of the Global Command Centre, WFM department taken the responsibility of monitoring LOBs to support SLAs. Monitoring the agent activity and the queue in real time to achieve defined metrics. Forecasting and building schedule patterns in order to meet the business requirement. Monitoring site adherence and attendance. Gathering daily exception requests and updating schedules. Break optimization before actual schedule. Publishing Daily, Weekly and Monthly MIS reports with accuracy and timeline. Analysing root cause of SLA deviation, action plan development and resolution.Quality Analyst From Aug 2016 – Aug 2017Concentrix Services India Private Ltd. (Formerly: Minacs Private Ltd.)  Acted as the single point of contact for clients and operations to providing feedback to Agents and Team leads with regards to process and call quality. Participate on weekly quality calls with the Client and Ops, shared communication updates. Demonstrated expertise in interacting with clients and delivering customized business solutions including building innovative and practical clarifications.  Displayed exceptional proficiency in mentoring new hires and managing teams.

 Functioned as a Quality Control Specialist and handled background Verifications and screening for offshore employees. Quality Control applicants’ education, employment, Credit Report, credential and licensed verifications, reference checks and criminal and drug checks. Dealt with the clients and the applicants via emails, faxes and phone calls with regards to the background verification. Experience with working with sensitive data/ information of the Applicants, viz: PII and PHI. Responsible for producing all disposition reports, outbound calls made for the Applicants, and the productivity reports of the Team.

· Rendered customer support and technical aid along with various product related issues. · Handled escalations calls and rendered expertise in incoming volumes and errors.· Troubleshooting the customer’s technical queries, billing and assisting with general queries.· Assisted the customers with regards to the registration of new Phone / Internet service account set up, billing issues, cancellation requests, renewal of accounts and upselling.

· Rendered Technical support for Microsoft operating system along with various product related issues. · Handled escalations calls and rendered expertise in incoming volumes and errors.· Troubleshooting the customer’s technical queries and assisting with general queries.