Rajagopal P Email & Phone Number

• Currently working as Quality Assurance Team Lead with Kapitus• Keen planner with skills in managing & leading teams for running successful quality management and operations • Expertise in executing quality objectives in line with the parameters defined for the KPIs to enable the compliance as per company requirements and taking necessary control measures to minimize any deviations• Skills in identifying areas of quality failures & taking steps to rectify the system-wide preventive and corrective actions to avoid the reoccurrences• Expert in managing team and guiding, training, and mentoring to implement process improvement plans • SPOC for Quality aspect on any client escalation, process update clarification and bridging of quality process management gaps• Onboard and training of new QA• Led various customer and client listening programs to identify customer needs and expectations; identified areas in need of improvement through error analysis and documented recommendations• Prepared multiple reports and analysis based on the audits performed by team or any other available data• Skilled in developing procedures, service standards and operational policies & implementing effective control measures to improve quality, accuracy and reduce running costs for the clients• A result-oriented professional with excellence in implementing quality mechanisms to deliver desired output

Chennai, Tamil Nadu, India

• Perform audits for the reviews processed by senior analysts / SME’s.• Assign daily works to the QA team.• Handle production volume flow & manage team.• Assign tasks to the Analysts & Senior Analyst, monitor and mentor them.• Identify the gaps in process and update it accordingly.• Attend weekly quality meetings and discuss about the area of focus.• Conduct briefing sessions to the team and cascade the updates.• Train the new hires and certify them.• Respond to the issues raised by the client with respect to the process.• Handle the production & manage team.• Propose ideas to reduce the AHT of the process.• Publish weekly and monthly performance data to the team and client.• Weekly & Monthly Quality meetings with the Management.• Conduct one to one meeting for the repeat error offenders.• Updating Standard Operation Procedures (SOP).

Chennai Area, India

• Mentoring the new hire associates to improve their performance.• Performed ATA (Audit the Auditor) for new hire QA’s.• Analyzing and sharing details based on the client escalations.• Share feedback to the associates and respond back to the clients based on client barging report.• Publish QA performance data on daily basis.• Involved in projects to reduce AHT and to improve Quality Scores.• Analyze the Customer Satisfaction Survey data.• Audit Calls/Chat/Email share feedback for the same.• Updating Standard Operating Procedures (SOP).• Sending ideas to reduce the errors in the process.• Conduct team meeting and brief associates on errors made by them.

Chennai Area, India

• Investigation and resolution of chargeback requests from credit card partners• Investigation and resolution of suspected instances of consumer fraud such as the use of stolen credit cards, the fraudulent generation of referral credit, or disingenuous complaints.• Analyze common patterns of suspicious behavior in customer accounts.• Reporting any potential threat and risk spotted to the revenue or processes of the company

Chennai, Tamil Nadu, India

• Resolving customer queries via email and chat.• Handling escalation tickets of Goods and Getaways deals.• Stay current with knowledge of internal ticketing system, customer portals, Groupon redemption procedures, and specifics around different types of merchant features.• Part of multiple channels of Groupon like, Goods, Local deals, Live & Getaways.• Providing assistance to the new joiners.

Chennai Area, India

• Administering the Health and welfare Benefits for the Employees in United States under a Client and resolving the issues/enquires of them when raised up from the Benefits centre Team.• Payroll entries for the participants Weekly/Bi-weekly and Monthly.• Enroll the client’s participant into their desired plans and options into the database.• Change/modify their plans on a weekly basis upon the request by the client and the participant’s eligibility.