Abhishek Verma

• Content moderation—basically, we need to review the content that is coming in tools, and based on that, apply the policies.
• Also, working in Excel sheets to maintain the team data, while supporting the team if they face any challenges related to policies.
• Also worked as a temp QA and SME for both roles in the same process.

QA Roles & Responsibility

We need to audit the cases from the tools that agents have closed.

Need to give feedback to the agents who have made mistakes while processing the cases.

Need to attend the WBR in the week that comes from the client end.

Take the sessions if any updates come from the client that need to be cascaded to the team so that everyone is on the same page.

SME Roles & Responsibility

We are taking the huddles from all the shifts so that we need to know who is present and absent in the shift.

Tagging the senior in the email on a daily basis who is achieving the targets by the end of the day.

Inform the team members that if anyone comes back from long leave, kindly take the refresher from the QA.

• Selling was done, handled queries and resolved issues well, login hours and feedback session, international clients interaction was handled

• Outbound & inbound process, confirmation of bookings, client interaction was done via calls and handled selling part, domestic and international both customers were taken care off

• Hardcore selling of credit and debit cards, handling premium customers of the bank, achieving the targets and client interaction

• Import and export of rubber