PROFESSIONAL EXPERIENCE

Ritz Call Tech Pvt. Ltd. 18th March, 2013 till date Asst. Manager QA/QC Tool: NCH WavePad Sound Editor Master's Edition 4.40 Responsibilities: Audit transactions for outbound operations. Audit transactions as defined under the sampling plan. Conduct performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers. Guide non achievers on ways to improve work performance. Monitor the daily functions of the call center and ensure smooth operation of all activities. Take initiative to resolve issues, if any. Establish defined quality standards for all work aspects of the organization. Make decisions to investigate and resolve data quality issues. Identify areas and opportunities to upgrade quality standards within management processes and systems.

Unitec Info Solutions Pvt. Ltd. 3rd February, 2011 11th March, 2013 Quality Analyst * Tool: NCH WavePad Sound Editor Master's Edition 4.40 Responsibilities: Audited transactions for outbound operations. Audited transactions as defined under the sampling plan. Ensured minimal variance in evaluations against the laid down call quality monitoring guidelines. Provided Critical VOX to the business to improve processes and overall service delivery. Escalated patterns or serious performance issues. Reported the scores and provided detailed feedback on the strengths and improvement areas. Decreased the Refunds and Charge back by ensuring the quality. Shared detailed analysis on performance basis and recommend improvement actionable. Ensured that the audit mechanism and methodology truly reflects.

Promoted a clear understanding of the importance of quality measures and control within the customer service and support industry.

Superia Info Solutions Pvt. Ltd. 12th August, 2010 29th January, 2011 Associate Consultant Responsibilities: Used to make cold calls to generate education leads. Used to take sup calls.