Swapnil Sangle Email & Phone Number

Thane, Mh, In

Navi Mumbai. Ghansoli

• Conducting Requirement Elicitation via Group Meetings & Brain Storming Sessions for new / existing processes / systems• Process Gap identification and Documentation• Charted and highlighted Root Cause Analysis for the top defects identified.• Analyzing data used within the company to create a culture of data-driven decisions • Aware of how to design, define & deploy Quality Framework and procedures• Producing regular and ad-hoc reports to agreed timescales as required.• Providing recommendations based on business intelligence analysis.• Conduct NPS analysis (Detractor & Passive) and provider insights.• Conduct weekly buzz sessions to share the process and product updates• Conduct Process & Call Audits for Communications NOC and Unified Communications Team

India

• Monitoring & Analyzing FCR, NPS, Doc Rate & other parameters affecting agent stats to implement and drive training to ensure continuous improvement for all LOB’s.• Analyzing daily VOC scores (Promoters, Passives & Detractors) & publishing LOB wise report to highlight and bridging training gaps for all the agents.• Conducting bi weekly brain storming sessions along with the operations to derive new & innovative ideas of improving agent scores.• Conducting TYP and dip check audits to ensure quality control.• Being an active part of internal & external call calibrations & making sure that Quality analysts & Teams Leaders are on the same page.• Publishing weekly & monthly reports to Operations and all the relevant support functions to create an action plan for future performance improvement. Projects: Reducing the transfer rate from DSL to LAD department.Conducted RCA to analyze the reason for transfers and then amended the existing process to reduce the transfers. Reduce sudden rise in AHT after implementation of RAT (Remote Access Tool)Conducted RCA to analyze the reason for high AHT, and suggested guidelines to reduce it.