Summary
Overview
Work History
Education
Skills
Timeline
Generic

AMANDEEP KAUR

Quality Auditor
New Delhi

Summary

  • Independent Quality Auditor with extensive background in call auditing, handling client escalations, process documentation, reporting in excel. I have an ability to work under high-pressure and have strong learning capability and aim for continuous improvement and growth.

Overview

17
17
years of professional experience

Work History

Senior Quality Associate

Tech Mahindra
05.2021 - Current
  • Monitors and measures the quality of inbound customer calls
  • Auditing calls of agents
  • Provide detailed feedback and coaching to the agents to enhance their performance.
  • Identify areas for improvement in communication, problem-solving, and customer satisfaction.
  • Leading call calibrations
  • Handling client escalations
  • Preparing reports in excel using v-lookup, pivot etc.
  • Interviewing and training new customer care agents


Quality Auditor

Teleperformance
09.2018 - 05.2020
  • Auditing calls of agents.
  • Handling client escalations.
  • Identifying the process level gaps and discussing same with the clients for improvisation.
  • Attending call calibrations.
  • Preparing process documentation.
  • Preparing reports in excel using v-lookup, pivot etc.

Quality Auditor

Convergys
07.2016 - 04.2018
  • Worked in AT&T process.
  • Auditing calls of agents.
  • Handling client escalations.
  • Identifying the process level gaps and discussing same with the clients for improvisation.
  • Attending call calibrations.

Quality Consultant

Mattsen Kumar Services Pvt. Ltd
10.2014 - 07.2016
  • Worked in Rogers process.
  • Auditing calls of agents.
  • Handling client escalations.
  • Attending call calibrations.
  • Process level gaps identification and sending same to QIE.

Senior Quality Analyst

AEGIS BPO Pvt. Ltd
01.2013 - 04.2014
  • Worked in Inbound Campaign of Airtel.
  • FUNCTIONS.
  • Barging calls of agents and giving the feedback for the same on daily basis.
  • Handling client escalations.
  • Conducting team sessions on weekly basis.
  • Process level gaps identification and sending same to client.

Quality Analyst

Maverick Insurance Solutions Pvt. Ltd
03.2012 - 11.2012
  • Worked in Insurance Campaign.
  • FUNCTIONS.
  • Barging calls of agents and giving the feedback for the same on daily basis.
  • Maintaining and reporting the periodic daily MIS to the Team Leader.
  • Ensuring High levels of Motivation among team members.
  • Conducting team session on weekly basis.
  • Maintaining quality report.

Quality Analyst

Effort BPO Pvt. Ltd
03.2011 - 01.2012
  • Worked in Collection/Recovery Out-bound Campaign for Royal Bank of Scotland.
  • Worked in Sales process for Make My Trip (MMT)FUNCTIONS.
  • Barging calls of agents and giving the feedback for the same on daily basis.
  • Ensuring the team's individual target/unit qualitative and quantitative targets are met.
  • Maintaining and reporting the periodic daily MIS to the Team Leader.
  • Ensuring High levels of Motivation among team members and facilitating performance that meets the Organization's expectations.
  • Conducting team session on weekly basis.
  • Maintaining quality reports.

Quality Analyst

SRM ESTATES PVT. LTD
01.2009 - 02.2011
  • Worked in Collection/Recovery Out-bound Campaign for Citibank, HSBC, Barclay's & HDFC Bank.
  • FUNCTIONS.
  • Barging calls of agents and giving the feedback for the same on daily basis.
  • Ensuring the team's individual target/unit qualitative and quantitative targets are met.
  • Maintaining and reporting the periodic daily MIS to the Team Leader.
  • Ensuring High levels of Motivation among team members and facilitating performance that meets the Organization's expectations.
  • Conducting team session on weekly basis.
  • Attending call escalations and callbacks wherever required.
  • Maintaining quality report in terms of soft skills and forwarded to process manager.

Sr. Sales Executive

ELLIS TRADERS PVT.LTD
01.2007 - 12.2008
  • Worked in Outbound campaign for Sales.
  • FUNCTIONS.
  • Making welcome calls to customers and convince them for visit.
  • Assisting in development of freshers in the process.
  • Participating in team outings.

Education

MBA - Quality

Sikkim Manipal University

B.Com -

Delhi University

Skills

Auditing

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Timeline

Senior Quality Associate

Tech Mahindra
05.2021 - Current

Quality Auditor

Teleperformance
09.2018 - 05.2020

Quality Auditor

Convergys
07.2016 - 04.2018

Quality Consultant

Mattsen Kumar Services Pvt. Ltd
10.2014 - 07.2016

Senior Quality Analyst

AEGIS BPO Pvt. Ltd
01.2013 - 04.2014

Quality Analyst

Maverick Insurance Solutions Pvt. Ltd
03.2012 - 11.2012

Quality Analyst

Effort BPO Pvt. Ltd
03.2011 - 01.2012

Quality Analyst

SRM ESTATES PVT. LTD
01.2009 - 02.2011

Sr. Sales Executive

ELLIS TRADERS PVT.LTD
01.2007 - 12.2008

MBA - Quality

Sikkim Manipal University

B.Com -

Delhi University

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