Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Disclaimer
PERSONAL DETAILS
Timeline
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Hgjhgy Yuijhghjgh

Noida

Summary

Senior Quality Analyst at iEnergizer specializing in quality control and process optimization. Demonstrated success in improving agent performance through root cause analysis and actionable feedback. Proficient in data reporting and analysis, ensuring client service excellence and adherence to high-quality standards. Focused on continuous improvement and fostering team collaboration.

Overview

14
14
years of professional experience

Work History

Senior Quality Analyst

iEnergizer
Noida
01.2022 - Current
  • Reviewed auditor cases to ensure calibration and provided feedback on variances.
  • Analyzed disputes raised by advisors for effective issue resolution.
  • Conducted root cause analysis during brainstorming sessions to enhance agent performance.
  • Participated in weekly internal calibration sessions to clarify updates and align team efforts.
  • Attended monthly client calibration meetings to meet target scores on tickets.
  • Communicated changes in stance among advisors to maintain clear expectations.
  • Distributed weekly scorecards to track team performance metrics.
  • Published weekly and monthly quality dashboards to inform stakeholders.

Quality Analyst

iEnergizer
Noida
01.2018 - 01.2022
  • Conducted weekly audits for phone, chat, and email advisors to ensure quality standards compliance.
  • Performed various ad hoc audits to verify adherence to specific processes and policies.
  • Delivered weekly feedback to advisors based on audit results to enhance future quality scores.
  • Utilized GROW model techniques to provide constructive feedback for advisor improvement.
  • Facilitated weekly quality sessions to highlight performance strengths and identify improvement opportunities.
  • Engaged teams through Q&A sessions to address concerns and clarify quality expectations.
  • Communicated updates to advisors through multiple channels, including email, presentations, and floor announcements.
  • Monitored quality metrics consistently to drive ongoing improvements in advisor performance.

Senior. Executive C.S

iEnergizer
Noida
01.2012 - 01.2018
  • Resolved customer account, billing, technical, and in-game issues via chat and email support.
  • Tracked ongoing issues, sharing feedback with clients through HipChat for enhanced communication.
  • Assisted advisors across remote sites by providing timely online support.
  • Authorized escalation approvals to minimize issue escalation efficiently.

Education

Bachelor of Arts -

Delhi University
01-2008

10+2 -

C.B.S.E.
Delhi

10th -

C.B.S.E.
Delhi

Skills

  • Quality control and assurance
  • Six Sigma principles
  • Process optimization
  • Data reporting and analysis
  • Root cause identification
  • Effective time management
  • Client service excellence
  • MS Office proficiency
  • Ad hoc assessments
  • Constructive feedback

Languages

English and Hindi

Hobbies and Interests

Reading books, Writing and Learning new things.

Disclaimer

All details stated inside are completely reliable, In case of any, I shall be responsible.

PERSONAL DETAILS

  • NAME :
  • FATHER'S NAME :
  • MARITAL STATUS :
  • DATE OF BIRTH :
  • EXPECTED SALARY : Negotiable
  • LANGUAGE KNOWN : English and Hindi
  • NATIONALITY : Indian
  • HOBBIES : Reading books, Writing and Learning new things.

Timeline

Senior Quality Analyst

iEnergizer
01.2022 - Current

Quality Analyst

iEnergizer
01.2018 - 01.2022

Senior. Executive C.S

iEnergizer
01.2012 - 01.2018

Bachelor of Arts -

Delhi University

10+2 -

C.B.S.E.

10th -

C.B.S.E.

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Hgjhgy Yuijhghjgh