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.

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.

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..

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

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

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.
• 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

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.
• 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

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

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