- Managing customer service quality inclusive of implementing short and long term plans.- Managing teams with focus on excelling business targets & service delivery metrics.- Quality health checks monitoring on customer contacts for Voice & Non-Voice Process.- Call quality monitoring thru VERNIT/Impact/Crystal/Call Recording/Live monitoring.- Identifying improvement areas & implementing measures to maximize customer satisfaction levels & business improvement.- Conducting process reviews to enable strict adherence to process parameters and systems.- Auditing the calls for the multiple product lines like Inbound, Outbound and Back Office.- Monitoring the transaction for multiple circles and in multiple languages.- Conducting training and coaching for new joines and conducting OJT certification on process & quality parameters.- Providing feedback to vendor’s on the quality & training improvement as per standards.- Conducting & participating in Internal & External (PAN India) call calibrations.- Monitoring reports on Quality metrics on weekly, monthly and quarterly review reports.- To ensure effective analysis & findings on business requirement & improvement in quality aspect.

Worked as Quality Analyst at GVK EMRI (NGO), Bangalore.- November 2008 to September 2011Role & Responsibilities: Call quality audit monitoring for ERC CO / DO / PDO thru VERNIT/Call Recording/Live monitoring. Ambulance Go-Live audit conducting. Participation in Internal & External Call Calibration. Conducting Go-Live & Mock Call audit for agent’s new hires. Caller Concern call monitoring & analysis. Perform call monitoring and provide trend analysis & dashboard report. Preparing Performance Action Plan on agent’s score improvement. Preparing & analyzing Internal & External Quality Performance reports. Providing coaching / feedback & develop action plan for the agents. Conducting training & skill transfer exercise program. To improve & maintain the team quality score & analysis.

Worked as Quality Associate at Celtycs Outsourcing Pvt Ltd, Bangalore.- May 2006 – November 2008.Role & Responsibilities: Quality Monitoring for customer contacts for Voice & Non-Voice Process. To ensure quality customer service & compliance with prescribed procedures for call handling. Providing one to one quality performance feedback to the agents. To audit customer contact voice recording & non-voice (Emails & SMS) and provide objective & qualitative feedback. To audit calls for multiple product lines (i.e. Postpaid, Prepaid, Care Touch, Hotline). To audit call recording in multiple languages. Participating in Internal & External Call Calibration To improve & maintain the team quality score & analysis. Ability to work within a team environment & effectively communicate analysis findings.

Worked as Process Analyst at Sentinent Consulting Pvt Ltd, Bangalore- August 2005 – April 2006.Role & Responsibilities: Downloading the voice recording calls from Voice Logger (VERNIT Application) for multiple regions. Storing the data in a proper procedure into the server. Preparing an excel database audit sheet by using different formulas as per requirement for call quality monitoring. Uploading the data into the Spade Software (Call Quality Monitoring Application). Providing the daily, weekly & monthly analysis report.