Experience

ChoiceConnex (a div of SSAPL)

• India
• Information Technology & Services
• 1 - 100 Employee

• Quality Analyst

  • Jul 2008 - Present



ChoiceConnex

• CBD Belapur

• QA

  • Jun 2008 - Present

  Evaluate voice calls for quality and accuracy purpose for an Outbound / Inbound Domestic process. Verification of Sales Calls, Live monitoring and Side-by-Side Budding up the agent, which helps to give them instant feedback on floor itself. Taking Briefings or Debriefing on daily basis with the agents with any updates send by the client, general observation and feedback Provided training related to quality to the new hires for communication skills, product and quality. Communicate with the clients and the management on regular basis regarding the process productivity and provide a feedback for the same. Conduct weekly calibration sessions with the client, trainers and operations to ensure proper understanding about the process and quality compliance. Maintain quality data for ratings, calibration and training. Regularly monitor the trend in performance, design Plan of Action for defaulters, and give presentations and feedbacks regarding the quality status to the Ops department. Preparing Presentations on Weekly & Monthly performance of the campaign, highlighting the improvements and challenges. And also worked as Customer Support Representative (CSR) for US and Australian Processes,; Additional Responsibilities: Recruitment & Selection Responsible for sourcing the right candidates accordingly with requirements and conduct interviews. Involved in entire recruitment process of various positions from Junior Level (Sales Representative) Joining Formalities Issue Offer Letters Training and Employee Development Conducting Company Induction and Office Etiquettes for new joined employees. Coordination for Training identification and preparing training calendar. Conducting & Coordinating pre and post training evaluations. Show less