Experience

OneClick Technologies

• India
• Software Development
• 1 - 100 Employee

• Assistant Manager

  • Apr 2013 - Jul 2018

  Gurgaon, Haryana, India • Liaising with operation team for implementation of actionable items to improve quality with performance • Implementing client specific requirements in existing applications • Designing and integration of SOP for clients like Vodafone USA, Vodafone India, and Jio • Manage, evaluate and process various reports for client on monthly Basis • Overall responsible for end-to-end training delivery along with training team • Deriving TNI and scheduling functional/ need based training… Show more • Liaising with operation team for implementation of actionable items to improve quality with performance • Implementing client specific requirements in existing applications • Designing and integration of SOP for clients like Vodafone USA, Vodafone India, and Jio • Manage, evaluate and process various reports for client on monthly Basis • Overall responsible for end-to-end training delivery along with training team • Deriving TNI and scheduling functional/ need based training for on-roll employees Show less



Educomp Solutions Ltd

• India
• E-learning
• 700 & Above Employee

• Smart class coordinator

  • Apr 2011 - Apr 2013

  Batala Area, India • Training delivery of smart class process programme to new hires. • Conducting refresher training as in when required for business. • Ensuring all teachers are well trained to work with smart class program as per defined syllabus. • Auditing Classrooms and teachers on quality parameters and passing feedback. • Tracking all reports/documents accurately. • Responsible for complaint cell- addressing and resolving issues related student /teacher/parents. • Single point contact… Show more • Training delivery of smart class process programme to new hires. • Conducting refresher training as in when required for business. • Ensuring all teachers are well trained to work with smart class program as per defined syllabus. • Auditing Classrooms and teachers on quality parameters and passing feedback. • Tracking all reports/documents accurately. • Responsible for complaint cell- addressing and resolving issues related student /teacher/parents. • Single point contact for arrangement of all logistics and delivery of content. Show less



KocharTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Analyst

  • Feb 2009 - Mar 2011

  Amritsar Area, India • Cascading of quality parameters and tools to the end users through class room training • Trained entire contact center on new launch of CRM. • Responsible for auditing calls and sharing the feedback with call center agents to improve their call quality. • Identifying training need for call centre bottom performers and sharing TNI coverage plans. • Conducting refresher/quality sessions for agents. • Drafting and sharing root cause analysis reports on client end escalated… Show more • Cascading of quality parameters and tools to the end users through class room training • Trained entire contact center on new launch of CRM. • Responsible for auditing calls and sharing the feedback with call center agents to improve their call quality. • Identifying training need for call centre bottom performers and sharing TNI coverage plans. • Conducting refresher/quality sessions for agents. • Drafting and sharing root cause analysis reports on client end escalated customer cases. • Certify new hired call centre batches on their product and process. • Ensuring audit team in compliance on daily activities like audit coverage, feedback etc. • Responsible for Internal calibrations / External calibrations on quality parameters with client. • Preparing performance reviews/reports like weekly report CQ gap analysis for client. • Sharing process improvement ideas to operations team in order to the betterment of process/product. Show less



CMS Computers Limited (INDIA)

• India
• Information Technology & Services
• 700 & Above Employee

• Data Entry Operator

  • Aug 2007 - Feb 2009

  Amritsar Area, India • Digitalization of government printed revenue documents into soft copy. • Led the team and provided on ground support to the team members for seamless. • Interaction with government authorities on compliance issue.