Rohan -. Email and Phone Number

Working for the collection profile, wherein i have to handle quality assurance of the process.  Identify the gaps of process and work on process improvement. Identify the process gaps on the behalf of customer’s feedback, which comes over the mails and calls. Auditing calls and mails on the based on set parameters and CTQ’s. Online/offline monitoring of agent calls and mails to audit and scrutinize. Weekly published Reports to gauge the team process efficacy. Taking training for new batches regarding quality parameters and on process as per the training module. Reviewing the performance of the advisors. Designed the training module of BQ advisors and given the same training for their process improvement. Giving Feedback to operations regarding any deviations in process.

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.