Experience

Rezo.ai

• India
• IT Services and IT Consulting
• 100 - 200 Employee

• Associate Product Manager

  • Oct 2022 - Present

  Noida, Uttar Pradesh, India - Product management with an AI-powered contact center environment. - Implementing product development practices for speech analytics in contact centers. - Enhancing the efficiency of AI-powered bots through targeted training initiatives. - Collaborating with clients to gather requirements and effectively coordinate with the tech team for seamless execution. - Ensuring hassle-free delivery through rigorous API and DB testing. - Conducting comprehensive training and quality checks… Show more - Product management with an AI-powered contact center environment. - Implementing product development practices for speech analytics in contact centers. - Enhancing the efficiency of AI-powered bots through targeted training initiatives. - Collaborating with clients to gather requirements and effectively coordinate with the tech team for seamless execution. - Ensuring hassle-free delivery through rigorous API and DB testing. - Conducting comprehensive training and quality checks for the RPA model designed for document validation. - Working closely and collaboratively with the co-founder to drive organizational success.

• Sr. Quality Analyst

  • Apr 2022 - Oct 2022

  Noida, Uttar Pradesh, India



Great Learning

• India
• E-Learning Providers
• 700 & Above Employee

• Sr. Quality Analyst

  • Aug 2021 - Apr 2022

  Gurugram, Haryana, India - Vigilantly monitoring sales calls to uphold exceptional quality standards. - Compiling and sharing detailed performance observations through weekly and monthly reports. - Driving performance improvement plans and providing guidance to help individuals meet their targets. - Facilitating monthly induction programs, quality assessments, calibration exercises, and refresher sessions. - Overseeing multiple horizontal programs and their respective sales teams with exemplary leadership.



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Assurance Specialist

  • Jan 2020 - Aug 2021

  Gurgaon, India - Diligently monitoring email, chat, and call interactions to ensure adherence to stringent quality standards and process requirements. - Conducting impactful weekly quality sessions to empower teams in exceeding their monthly targets. - Spearheading performance improvement initiatives, aligning with client-driven changes to optimize results. - Collaborating closely with stakeholders to achieve the desired outcomes and deliver superior project results. - Expertly managing multiple… Show more - Diligently monitoring email, chat, and call interactions to ensure adherence to stringent quality standards and process requirements. - Conducting impactful weekly quality sessions to empower teams in exceeding their monthly targets. - Spearheading performance improvement initiatives, aligning with client-driven changes to optimize results. - Collaborating closely with stakeholders to achieve the desired outcomes and deliver superior project results. - Expertly managing multiple reports, conducting comprehensive analyses, and performing root cause analyses (RCA) for issues within various compliance categories.

• Quality Auditor

  • Jan 2018 - Dec 2019

  Gurugram, Haryana, India



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Relations Officer

  • Apr 2016 - Jun 2017

  Noida, Uttar Pradesh, India - Achieved an impressive 25% increase in the Customer Retention metric by implementing effective customer relations strategies. - Proactively informed customers about the latest products and offerings to drive revenue growth. - Assumed responsibility for handling escalation calls, effectively minimizing customer churn. - Conducted comprehensive requirement gathering from customers, ensuring the delivery of excellent service. - Conducted thorough RCA of issues, analyzed pertinent… Show more - Achieved an impressive 25% increase in the Customer Retention metric by implementing effective customer relations strategies. - Proactively informed customers about the latest products and offerings to drive revenue growth. - Assumed responsibility for handling escalation calls, effectively minimizing customer churn. - Conducted comprehensive requirement gathering from customers, ensuring the delivery of excellent service. - Conducted thorough RCA of issues, analyzed pertinent information, and provided strategic solutions. Show less