Sonali Rath Email and Phone Number

Conduct call quality audits as per defined guideline & sample for the daily calls made (outbound) & assessing the performance of TDME through call monitoring & interaction evaluations.Leading a quality analysts to prepare detailed Root Cause Analysis reports for Customer Escalations & prepare & publish reports.Provide timely & constructive feedback to the TDME to improve their performance on evaluation results & meeting the monthly target by maintaining the call quality.Analyze… Show more Conduct call quality audits as per defined guideline & sample for the daily calls made (outbound) & assessing the performance of TDME through call monitoring & interaction evaluations.Leading a quality analysts to prepare detailed Root Cause Analysis reports for Customer Escalations & prepare & publish reports.Provide timely & constructive feedback to the TDME to improve their performance on evaluation results & meeting the monthly target by maintaining the call quality.Analyze quality data to identify trends, potential risks, & opportunities for process enhancement & prepare detailed quality performance reports for senior management.Prepare TNI (Training Need Identification) & train the agents accordingly & Conduct quality induction for new hire batch.Conduct regular PKT's (Product Knowledge Test) to understand the health of agent's process knowledge. Show less

Taking outbound calls for collecting installments from customers in various buckets & achieving target set by the company.Resolving delinquent accounts and collect payments on debts.Giving awareness of customer profiles informing about CIBIL.Implement collection strategies & negotiate payment arrangements.

Maintaining office records & manages day to day office operations.Handling incoming calls & emails, responding to inquiries, & routing information to the appropriate parties & Scheduling appointments, meetings, and events.

Maintaining office records.Marketing for courses to student’s via phone call.Recording meeting minutes and dictations.Provide info on administrative & operational issues to Management.