Sudipta Dutta Email and Phone Number

JOB RESPONSIBILTIES: Work on Incidents related to Mobile issue while assigned by the SD (Service Desk). Work on SCCM related pc services and software center related issue. Work on remote installation and removal of requested software asked by the user. Work on task related to provide access right to user requested software Work on pc services and software center repair and uninstall and reinstall from the backend. Sole responsible for AirID related issues Sole responsible for performing internal audits. Sole responsible for new remote application tool testing and training. Responsible for DSAT analysis. Responsible for creating SOP. Responsible for checking if process is being followed by teammates or not and if SLA is breached or not. Provide training to new joiners in the team Monitoring queue and distribute incidents and task among teammates equally.

JOB RESPONSIBILTIES: Maintain Quality parameters. Trying to improve call quality for Advisors and drive performance. Sharing best practice within process to achieve good sale-number satisfaction and meet all quality parameters. Monitoring & sharing observations on calls agent wise. Sharing best practice &feedback with Advisors to improve sale count. Auditing certification call of new agent. Providing QA session to new Hires. Conducting Dip check and publishing performance reports of the agents. Participating and conducting call calibration. Highlighting product and process gap to client. Conducting morning briefing and publishing its report. Sharing feedback report of the customer to their respective TL.

JOB RESPONSIBILTIES: Maintain Quality parameters. Auditing emails and chat of Advisor and Nodal. Doing RCA & sharing feedback for repeat Chats & emails. Auditing calls in multiple languages (English, Hindi, Bengali, Oriya & Assamese). Trying to improve call quality for Advisors & drive performance. Sharing best practice within process to achieve good Customer satisfaction & meet all Quality parameters. Monitoring & sharing observations on calls center wise and partner wise. Performing multiple audits for TNPS, up-selling & high level issues. Sharing best practice & feedback with Advisors to improve AHT. Auditing certification call. Providing QA session to new hires. Publishing reports & performing DIP check within the team. Participating and conducting call calibration. Highlighting product and process gap to the client. To publish Bottom Quintile (BQ) management report. Conducting ATA (Audit to Auditors). Closing Rebuttals raised by Partners.

Greet Customers for taking and renewing their car insurance from Maruti. Solving Customers queries. Taking complain regarding customer’s issues regarding insurance & service related.

Provide support to customers on call. Provide on call solutions as per problem. Taking Service Request as per Customer Problem. Meeting Targets as One Team