Rohit Kumar Paswan Email and Phone Number

Advocating Customer Success and Ensuring Product Adoption.

Managing a team of Quality Analysts assuring the tool accuracy and clients requirement.Working on process improvements plans for existing clients.Responsible for all proof of concepts for interested customers.Managing priorities of tasks and clients requirements.Maintaining compliance of standard operating procedures.

Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.Act as key point of contact for all QA aspects of releases, providing QA services and coordinating QA resources internally and externally.Managing the QA Audits and Analysis.Creating SOP of quality and ensuring the compliance

Transaction monitoring.Compliance monitoring.Quality Induction for new hires.Dip checks and pre-shifts adherence.Preparing the weekly report for transaction monitoring.Customer satisfaction survey analysis.Resposible for Quality calibration.Identifying transactions failing to meet predefined standards.Implementing agent training and coaching initiatives for process improvement.Providing customer feedback and internal compliance feedback to management.Social media escalations root cause analysis to find agent errors and process improvements/gaps

Created QA SOP and ensured the implementation and complianceResponsible for QA forms as per the industry standards and suggested automation to it later got accepted by the management.Ensured the process adherence and regular checks of quality standards.Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.Act as key point of contact for all QA aspects of releases, providing QA services and coordinating QA resources internally and externally.Managing the QA Audits and Analysis.

• Transaction monitoring.• Compliance monitoring.• Quality Induction for new hires.• Dip checks and pre-shifts adherence.• Preparing the weekly report for transaction monitoring.• Customer satisfaction survey analysis.• Quality calibration.• Identifying calls failing to meet predefined standards.• Implementing agent training and coaching initiatives.• Providing customer feedback and internal compliance feedback to management.• Social media escalations root cause analysis to find agent errors and process improvements/gaps