Upender Ozha Email & Phone Number

India

India

Report to executive management on the performance of the Quality Management System Developed quality standard program i.e. CTQ, Feedback and Coaching, Incentives, Created automation tools to reduce manual interventions in repeat task. Develop and implement techniques for evaluating performance to company objectives.Develop guidelines and procedures while monitoring compliance with existing policies.Responsibilities:Designed a Quality process for the companyReporting to Director of Quality and providing input in strategic planningProvides input to strategic decisions that affect the functional area of responsibilityDefined measuring criteria for Quality management functionImplement and monitor test scripts to assess functionality, reliability, performance, and qualityRecommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.Assist in the monitoring of high-risk compliance activities within the RCM business and support compliance remediation activities and implementationResearch healthcare compliance developments, trends and benchmarks within TQMMaintaining a positive, results-oriented work environment by building partnerships, modeling teamwork and communicating in an open, balanced and objective mannerIdentifying potential risks to projects and implement processes and tactics to proactively mitigateEnsure that user expectations are met during the testing process.

Jaipur, Rajasthan, India

Report to executive management on the performance of the Quality Management System and any need for improvement to the QMS. Ensuring that customer requirements are met throughout the QMS and are known throughout the organization.Develop and implement techniques for evaluating performance to company objectives.Develop guidelines and procedures while monitoring compliance with existing policies.Prepare specific agenda items and lead discussions during management review meetings.Identify needed areas of change and implement improvements to operations.Develop and/or approve schedules, priorities, & standards for achieving company quality goals.Preparing project reviews, transition progress review and plan of actionImplement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product.Identify and remedy defects within the production process.Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.Compile and analyze statistical data.Ensure that user expectations are met during the testing process.Draft quality assurance policies and procedures.Establishing a strategic relationship with client for best Voice of CustomerWorking in a manner to lead company for new opportunities and expansion of existing businessWork with Teams to resolve any personnel problems or conflicts when it indicate impact businessConducting quarterly performance reviews.

Delhi, India

Organizing and executing assigned business projects on behalf of clients according to client's requirements. Meeting with assigned clients when needed and perform an initial assessment of a problematic situation.Managing and improving center performance through performance monitoring, problem resolution, system audits and quality assurance measures. Responsibilities: - Coordinating with internal and external stakeholders to gather project requirements.Conducting regular conference and process calls with client to identify scope of process improvementCreating new proposals and agreements for different - different clients which makes organization at the safer side in case of any dispute.Prepares relevant reports for management on a monthly, quarterly, and year-end basis Providing specific, honest, accurate, and timely feedback on associate performance.Assigning task to associates that fit their skill level and maximize team performance.Recruiting and hiring associates needed to meet store and business need requirements.Demonstrating creativity and strength in the face of change, obstacles, and adversity.Adapting to competing demands and shifting priorities within merchandising.

Gurugram, Haryana, India

Managed multiple processes in the organization like Retention process, Customer Service & Escalation Desk. Completed 2 short term projects at PAN India level. Experienced quality and operation management together. • Managing a team of over 20 FTE's• Presenting Dashboard and Team Performance • Arranging Calibration Calls for Process Excellence• Creating SOPs for knowledge enhancement and quality control• Conducting regular conference and process calls with client to identify scope of process improvement• Initiating calibrations with other qualities to minimize and to understand gaps. if occur• Sharing feedback with the team members. • Implemented incentive programs to reduce errors • Prepares relevant reports for management on a monthly, quarterly, and year-end basis

Gurgaon, Haryana, India

Managed multiple processes in the organization like Retention process, Customer Service & Escalation Desk. Completed 2 short term projects at PAN India level. Experienced quality and operation management together. • Managing a team of over 20 FTE's• Presenting Dashboard and Team Performance • Arranging Calibration Calls for Process Excellence• Creating SOPs for knowledge enhancement and quality control• Conducting regular conference and process calls with client to identify scope of process improvement• Initiating calibrations with other qualities to minimize and to understand gaps. if occur• Sharing feedback with the team members. • Implemented incentive programs to reduce errors • Prepares relevant reports for management on a monthly, quarterly, and year-end basis

Gurugram, Haryana, India

Mentoring green belt projects & case studies such as introducing standardization and to reduce incoming volume in order to minimize cost of operations by releasing FTEsLeading Operation Function of Improvement Department for the client including customer service and Operations processes.Manage a team of 25 FTE’s. Handled Utility (GAS and Electricity) process in the company. Contributed in SAP migration. Managed Offshore training team to implement new process guidelines: • Carrying out analysis on transaction and process levels to suggest process improvements• Issuing & incorporating process updates to improve overall performance of process• Coaching & mentoring - Auditing transactions and providing feedback• Customer Focus - Complaints Handling & timely closure ensuring maximum RATOC – Resolved at the time of call• One to ones, providing feedback, closing annual appraisals• Customer Demographics • Billing and Submission • Working towards Process Improvement.• Brainstorming sessions with the team’s members and quality• Initiating Training and Coaching• Handling Escalations Process• Presenting Dashboard and Team Performance

Gurgaon

Mentoring green belt projects & case studies such as introducing standardization and to reduce incoming volume in order to minimize cost of operations by releasing FTEsLeading Operation Function of Improvement Department for the client including customer service and Operations processes.Manage a team of 25 FTE’s. Handled Utility (GAS and Electricity) process in the company. Contributed in SAP migration. Managed Offshore training team to implement new process guidelines: • Carrying out analysis on transaction and process levels to suggest process improvements• Issuing & incorporating process updates to improve overall performance of process• Coaching & mentoring - Auditing transactions and providing feedback• Customer Focus - Complaints Handling & timely closure ensuring maximum RATOC – Resolved at the time of call• One to ones, providing feedback, closing annual appraisals• Customer Demographics • Billing and Submission • Working towards Process Improvement.• Brainstorming sessions with the team’s members and quality• Initiating Training and Coaching• Handling Escalations Process• Presenting Dashboard and Team Performance

Okhla, Delhi, India

Experienced telecom industry and customer service with Vodafone. Handled postpaid and prepaid customer service department. Promoted Process Auditor and did audits for each telecom process. • Vodafone help audit & Main IVR & Vas IVR audit• Training and coaching to the new team members• To conduct certification of new hires• SR audits of Top five complaints on weekly basis• Dipstick on complaint / Request /Enquiry• End to End process audits of O/D Escalations

Okhla, Delhi, India

Handling outbound process for call quality. Auditing recorded voice calls and sharing feedback with the agents.Taking certifications for new joiners.Sharing process improvement ideas to improve the call quality.Monitoring C-SAT of the process.

New Delhi, Delhi, India

Handling customer service calls for inbound and outbound process.Managing AHT during the working hours.Managing C-Sat while providing resolution to the customers.Taking customers complaints and queries in CRM.

Mba - Master Of Business Administration, Total Quality Management, B

Bachelor Of Commerce - Bcom, Business/Commerce, General

Green Belt, Six Sigma, Green Belt Certified