Quality Analyst (Informatica project)HCL Technologies Ltd. -Bangalore, KR • Auditing Calls/Chat/Email and providing feedback to the Engineers• Performing DSAT Analysis and sharing feedback• Conducting shift meeting and providing process update• Creating the Knowledge article• Conducting quality meeting with client and presenting the monthly report• Providing training to the Engineers Subject Matter Expert/Process Trainer (Ford Project), 09/2017 to… Show more Quality Analyst (Informatica project)HCL Technologies Ltd. -Bangalore, KR • Auditing Calls/Chat/Email and providing feedback to the Engineers• Performing DSAT Analysis and sharing feedback• Conducting shift meeting and providing process update• Creating the Knowledge article• Conducting quality meeting with client and presenting the monthly report• Providing training to the Engineers Subject Matter Expert/Process Trainer (Ford Project), 09/2017 to 06/2019HCL Technologies Ltd. – Chennai, TN • Mentoring agents for handling calls• Handling supervisor call• Scheduling meeting for providing process related update in a daily basis• Providing training to new hire/providing fast track training during business need• Auditing calls in daily basis and sharing feedback• Analyzing DSAT reports and providing coaching• Providing special coaching to agents lagging in process and showing positive response• Involved in Tool migration from ‘BMC 8.1’to ‘BMC 9.1’-provided trainings to other region Show less

Handled sales objection• Provided Quality calls with 90% resolution• Handled Supervisor call• Handled all aspect of closing over $5000 in sales every month, including contracts and software• Maximized customer retention by resolving issues quickly• Called back the team possible DSAT cases and followed up unresolved tickets