Rakshitha S Email & Phone Number

Roles and Responsibilities (Quality Analyst):• Lead projects like Nesting- Transition of New hire from training to Production• Ran outlier program for invalid approvals & rejections for profiles (Verification process) on thebasis of last 3 months rolling data (Pre and Post Analysis, Recommendation, Coaching andFeedback, Highlighting Outliers and Taking action as per the Policy)• Conducting QE Certification for New hired QAs and complete transition on tools usage andapplication used for monitoring.• Good people Management Skills.• Remote and SBS Infrastructure Management (RIM)• Providing Assistance for B & C (Sampling Methodology) category real time feedbacks and reauditing after 24 hours to check if feedback is implemented.• Team Performance Metrics like Resolution Rate, Rejections approvals and Quality Control• Knowledge of service tools and related employee performance quality evaluationapplications (Dashboard,Exotel,Ameyo)• Strong analytical skills/Training development and delivery skills• Ability to multi-task and manage multiple priorities in a fast-paced environment and undertime constraints• Listened to calls recorded/Remote, live or side-by-side while communicating feedback• Socratic Method used during coaching the agents• Identified calls failing to meet predefined standards and identified the problem• Understood the priority of the organization and evaluated call behaviours for regulatorycompliance and adherence to policy• Provided Clients feedback and internal compliance feedback to management• Flashing Daily reports and observations to the Operations team• Internal Call Quality Dash Report & Publishing Weekly Quality Performance Report• Publishing Monthly Quality Performance Report (PPT) and QBR Reports