The Senior Quality Plays a crucial role in monitoring customer interactions, conducting quality evaluations, analyzing performance metrics, and driving continuous improvement initiatives to enhance service quality and operational efficiency. This position requires collaborates closely with various stakeholders, including operations teams, training departments, clients, and external partners such as hotels and transportation companies, to align quality assurance practices with business… Show more The Senior Quality Plays a crucial role in monitoring customer interactions, conducting quality evaluations, analyzing performance metrics, and driving continuous improvement initiatives to enhance service quality and operational efficiency. This position requires collaborates closely with various stakeholders, including operations teams, training departments, clients, and external partners such as hotels and transportation companies, to align quality assurance practices with business objectives and client expectations. Specific focus will be placed on servicing crew handling tenders for British Airways, Level Airlines, and Iberia Airlines.- Utilize quality monitoring tools, scorecards, and evaluation forms to objectively assess agent performance, leveraging GenAI technologies where applicable, to provide constructive feedback for improvement.- Generate comprehensive reports, dashboards, and presentations to communicate quality performance insights and recommendations to stakeholders, including management and clients.- Implement QA best practices and continuous improvement initiatives to enhance service delivery, optimize workflows, and achieve operational excellence.- Recommend and implement corrective actions, process improvements, and preventive measures to address identified issues and enhance service quality.- Participate in client meetings, performance reviews, and quality audits to ensure compliance with contractual obligations and drive continuous improvement in service delivery.- Proactively identify and mitigate risk associated issues through effective monitoring, reporting, and escalation processes. - Lead or participate in quality improvement projects and initiatives aimed at enhancing service quality, operational efficiency, and customer satisfaction, particularly in the context of crew handling tenders for British Airways, Level Airlines, and Iberia Airlines, as well as collaborating with hotels and transportation companies. Show less

Quality analysts ensure that agents provide quality service in line with organizational objectives. Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance the quality of service to customers and improve close rates.- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.- Conduct monthly calibration sessions internally to develop consistency and best practices.- Participates… Show more Quality analysts ensure that agents provide quality service in line with organizational objectives. Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance the quality of service to customers and improve close rates.- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.- Conduct monthly calibration sessions internally to develop consistency and best practices.- Participates in external calibration, Quality session of other QA’s and Post shift briefing.- Monitor and Manage data with reports of 4 QA’s under my supervision.- Publish all required reports in daily and weekly basis, Reports Like – Pan India Dashboard, Calibration Variance, Dip-Check & RCA, also other reports which is required for the process.- Complete analysis of results to identify root causes or trends that will lead of efficiency and quality gains in the process. Show less

Quality analysts ensure that agents provide quality service in line with organizationalobjectives. Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance the quality of service to customers and improve close rates.- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.- Conducting quality session and training as per the reports published according to bucket wise.-… Show more Quality analysts ensure that agents provide quality service in line with organizationalobjectives. Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance the quality of service to customers and improve close rates.- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.- Conducting quality session and training as per the reports published according to bucket wise.- Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards.- Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.- Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures.- Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures. Show less

My Daily work consist to supports customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.My daily duties are:- Manage large amounts of incoming phone calls.- Identify and assess customers’ needs to achieve satisfaction.- Build sustainable relationships and trust with customer accounts… Show more My Daily work consist to supports customers by providing helpful information, answering questions, and responding to complaints. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.My daily duties are:- Manage large amounts of incoming phone calls.- Identify and assess customers’ needs to achieve satisfaction.- Build sustainable relationships and trust with customer accounts through open and interactive communication.- Provide accurate, valid and complete information by using the right methods/tools.- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.- Follow communication procedures, guidelines and policies.- Take the extra mile to engage customers. Show less

Work Experiences: Oct 2018 – Present:FLUOR Company, Work Control Department,Maximo Coordinator/Service Desk Specialist, Senior:My Daily work consist of Teamwork (technical expertise developed to complete work efficiently to achieve work group key service measures), Operates and maintains a work order service desk and work order tracking system typically utilized for facility operation and maintenance programs. Receives, verifies and prioritizes work requests. Monitor and report… Show more Work Experiences: Oct 2018 – Present:FLUOR Company, Work Control Department,Maximo Coordinator/Service Desk Specialist, Senior:My Daily work consist of Teamwork (technical expertise developed to complete work efficiently to achieve work group key service measures), Operates and maintains a work order service desk and work order tracking system typically utilized for facility operation and maintenance programs. Receives, verifies and prioritizes work requests. Monitor and report on DPW SOR (Service Order Request), PM (Preventative Maintenance), Project Work Order, and other DPW metrics. Miscellaneous as required by management. Proven ability to establish rapport with customers and exceed data entry operations provided by company. And it is required to have Professionalism and Good intercommunication skills. My daily duties are:- Managed customer phone calls, addressing inquiries, resolving concerns, and creating Service Order Requests (SOR).- Generated and managed Work Orders in IBM Maximo, coordinating with various departments to address related concerns.- Performed daily data entry tasks and updated records in IBM Maximo based on received emails and other communications.- Compiled and distributed detailed reports on data entry and operational activities.- Executed tasks in alignment with company strategies, ensuring operational objectives are met efficiently.- Communicated schedule updates and coordinated with functional leaders to maintain effective operations. Show less

July 2017 – Oct 2018:FLUOR Company, DPW Department Administrative Assistant:Work at DPW Department as Junior Admin, my duties and responsibilities are to perform the job confirm department & company JSA and STA which are the documents that gives us proper instructions how to be safe and professional in work, also following instructions from my direct Foreman, General Foreman or Supervisor. Our job consists in teamwork. - To prepare and communicate every morning with all crew… Show more July 2017 – Oct 2018:FLUOR Company, DPW Department Administrative Assistant:Work at DPW Department as Junior Admin, my duties and responsibilities are to perform the job confirm department & company JSA and STA which are the documents that gives us proper instructions how to be safe and professional in work, also following instructions from my direct Foreman, General Foreman or Supervisor. Our job consists in teamwork. - To prepare and communicate every morning with all crew member and attend morning meetings.- Provides support and advice to fellow employees regarding record management procedures and policies.- Take initiative in providing relevant data, information, back-up support materials to assist manager.- Prepare and execute reports on a regular and timely basis.- Perform clerical duties to include photocopying, mailing and scanning documents.- Administered day-to-day user support. Show less

Feb 2017 - Jul 2017: ECOLOG InternationalForeman:My daily work consist in creating schedules, assigning tasks, estimating manpower requirements, maintaining materials inventories, ordering parts, and reporting to supervisors. And sign in Check List at the end of the work . During this period of work I improved and developed my communication skills, my ability to work in team, importance of safety and security at work, rules and regulations to work in Military Base, importance of… Show more Feb 2017 - Jul 2017: ECOLOG InternationalForeman:My daily work consist in creating schedules, assigning tasks, estimating manpower requirements, maintaining materials inventories, ordering parts, and reporting to supervisors. And sign in Check List at the end of the work . During this period of work I improved and developed my communication skills, my ability to work in team, importance of safety and security at work, rules and regulations to work in Military Base, importance of Dignity & Respect as we work with people from different country. - Supervised, coordinate or schedule the activities of workers.- Inspected work progress, equipment, verify safety and to ensure that specifications are met.- Coordinated work activities with other work project activities.- Order materials and worker requirement equipments for the job.- Assigned work to employees, based on material or worker requirements of specific jobs. Show less