Working in the QA team and preparing daily reports. Monitoring calls on daily basis. Monitoring of call & giving updates to the respective Team Managers.Preparing Daily / Weekly / Monthly Reports using MS Excel. Preparing revised scripts for new campaigns. Guiding Agents, Colleagues towards better performance. Coordination with the Managers for faster resolution and feedback. Preparing presentations for UK & USA clients. Handling of new process and training the Team with related Information.Judging the Team and making the necessary changes to enhance The Team performance. Regular communication with the clients for their feedbacks and to implement the process with related changes. Monitoring of the Team (QA) and taking regular sessions / Briefings. Appointing suitable candidates for Quality Department.

As a Sr QA I am currently handling the Yellow Pages processes. Where in my day begins with downloading of the voice files of the sales made by the CSE, as every call is being recorded . Second step is the making of the sales sheet in excel form which is been sent to the client as final reports for the day. Third step is listening to the voice recordings of all the sales made for the process taking into consideration the parameters set by the client . The recordings that do not match the QA norms and client parameters get kicked by me as I play a role of making final approvals of the sales to be sent to the client. finally day ends with sending the reports to the client in required format . My job profile also includes Giving Feedbacks to Customer Service Executives on their sales being kicked and how they can improve on their selling skills and also how to make sales following the QA norms and client parameters . Keeping performance sheet of the CSE updated and also keeping the weekly, Bi-weekly and monthly scores of the process in an formulated excel form is a part of my job. Keeping the internal client updated about my daily plan of action on the process as far as quality matters. And fulfilling the requirements of my external clients as far as quality matters is a part of my job.

As a Sr QA I am currently handling the Yellow Pages processes. Where in my day begins with downloading of the voice files of the sales made by the CSE, as every call is being recorded . Second step is the making of the sales sheet in excel form which is been sent to the client as final reports for the day. Third step is listening to the voice recordings of all the sales made for the process taking into consideration the parameters set by the client . The recordings that do not match the QA norms and client parameters get kicked by me as I play a role of making final approvals of the sales to be sent to the client. finally day ends with sending the reports to the client in required format . My job profile also includes Giving Feedbacks to Customer Service Executives on their sales being kicked and how they can improve on their selling skills and also how to make sales following the QA norms and client parameters . Keeping performance sheet of the CSE updated and also keeping the weekly, Bi-weekly and monthly scores of the process in an formulated excel form is a part of my job. Keeping the internal client updated about my daily plan of action on the process as far as quality matters. And fulfilling the requirements of my external clients as far as quality matters is a part of my job.