Experience

United e-Services

• India
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Manager Quality

  • Sep 2016 - Present

• Head of Quality and Compliance

  • Sep 2016 - Mar 2021



H K Enterprise

• United States
• Textile Manufacturing

• Quality Administrator

  • Dec 2010 - Sep 2016

  Job Profile:  To ensure that Production and dispatch are achieved as per schedule.  All Plants, machines, utilities are maintained to an optimum level performance.  Quality of products is achieved as per customer’s specifications and satisfactions. All staff and labors are managed efficiently and timely.  To plan and implement the ways to reduced the price of products.  Prepare daily/weekly/monthly reports and to examine all reports, operating controls and composite figures to initiate improvements or corrective action where required and to maintain effective control of expenses in line with budget objectives.  To establish and agree labours and staff requirement with Proprietor and line managements and arrange skilled man force timely. Achievements:  Increased Production: Capacity utilization of Plants, man force, reducing downtime and breakdown by preventative maintenance helps to increase production by 20% and reduction of wastage to minimum level i.e. 5% Wastage: Reprocessed and reused the wastage with the help of extrusion process without affecting product quality and quantity.  Efficiency: Develop and implement daily, weekly and monthly production planning of different qualities of HDPE/LDPE/PP industrial products as per deliveries schedules and monitor the production and inventory on daily basis. Show less



IBM India Pvt. Ltd.

• Quality Analyst

  • Oct 2009 - Nov 2010

  Monitoring transactions for Quality & driving all process metrics including Customer Satisfaction (CSAT) & SLA. Attending Client Sessions for Quality Monitoring Calibration. Providing process updates and ensuring adherence of process norms. Recognizing and rewarding to the best performer on the operation floor. Providing Constructive Action Plans for the bottom quartile performer and motivating them to improve their performance. Interaction with the client to provide relevant, trouble-free services and information. Co-ordination with the clients and the IT / Telecom support team. Preparing action plans & providing feedback to agents once in two weeks in terms of their performance and motivating them to achieve their target. Show less



associated with Satyam BPO, Hyderabad

• Senior Quality Analyst

  • Jan 2008 - Aug 2009

  • Auditing calls handled by Level 2 and Level 3 support representatives. • Build the Quality Deck, Dashboard, Trend Analysis, CCI Analysis and Quality related data for QBR. • Prepare associate weekly/monthly/quarterly trend and defect analysis. • Handle a team of 25 - 30 Associates and provide feedbacks on a regular basis to help them identify and improve on their gray areas. • Prepare presentations on Culture and Communications/Handling Escalations/Standard Operating Procedures. • Conduct Internal Calibration to bring down the Variance level amongst different QA’s and also between a QA and a Team Lead, Gage Repeatability & Reproducibility (R&R). • Prepare Training manuals and Identify Areas of Improvement and Train Associates. • Work rigorously to improve and deliver finer Customer Care Surveys by giving fresh ideas to handle situations. • Plan and implement a uniform evaluation pattern across all the Contact Centers across the Globe of Verizon Online DSL Technical Support by actively participating in the All Site Calibrations held every fortnight. • Take mock calls for associates & newly appointed Team Leads, in order to make them feel more comfortable in handling live calls. • Mentoring and certifying new Analysts in the process of Client Certification. • Prepared refresher modules and organized trainings for 150+ Bottom Quartile associates till date. • Guiding Associates to deliver Customer Delight and maintain consistency. • Focus on First Call Resolution. • Member of LEAN AWO for VOL DSL TQ Processes. • Worked with the Verint (Auditing Software) Team to build the Quality Evaluation Form. Helped creating database format for retrieval of different automated reports. • Involved in recruitment of new hires and IJP proceedings for Quality Team, including the preparation of questionnaire. • Handled special projects for improving Quality and reducing AHT, focusing on low ranking associates and new hires on the floor. Show less



Wipro BPO Ltd

• Sr. Customer Care Executive

  • Sep 2006 - Jan 2008

  for an ISP Process based in UK. Personal Responsibilities & Contributions: Have hands on experience in the ISP Campaign, and CAD Campaign (PSTN) for a UK process Assisting Manager & Colleagues to deliver customer delight in an ISP Process and home phones of British Telecom. Report to the Manager Operations and update about the performance of the team to deliver expected standards of quality levels and performance. Mock calls with the new trainees. Coordinate with Training and Quality department to ensure that the team maintains the required standards consistently. Evaluate and appraise the performance of each Associates, and the Team to be a part of half yearly and yearly evaluation program as per the HR guidelines. Identify good performance, evaluate and help them grow the hierarchical chain. Initialized several on-floor activities to boost morale and ensure agent participation. Actively involved in off-floor social activities for reps. Active participation in the training process. Able to produce the desired results in a deadline driven environment. Additional Responsibilities: Helped the management in improving and identifying Team Building activities, Team Involvement, Increase Productivity and rapport through periodical analysis. Active participation for a GB Project with the management to minimize AHT & FCR and maintain Service Level Agreement by identifying & eliminating the cause/factors. Achievements: Had been a consistent high performer throughout. Appreciated for being customer & quality oriented. Have mentored and coached new advisors on the floor. Participated in the Green Belt Project under the supervision of my Reporting Manager. Show less



Next Communication Pvt. Ltd

• Nepal
• IT Services and IT Consulting
• 1 - 100 Employee

• Soft Skills Trainer

  • Jul 2006 - Sep 2006

  as Soft Skills Trainer, based in Gurgaon. Personal Responsibilities & Contributions: Train new joiners on telephone etiquettes and customer service skills. Prepare Power Point Presentations. Report to the Manager- Training and update about the performance of the team to deliver expected standards of quality levels and performance. Mock calls with the new trainees. Coordinate with Client and the Process - Operations, to ensure that the team maintains the required standards consistently. Evaluate and appraise the performance of each Associate. Identify good performance, evaluate and help them get through the final certification. Able to produce the desired results in a deadline driven environment Show less