Anup Kalokhe

• Entrusted with the responsibility of managing the Customer Assistance center for Capital One
• Monitoring and giving feedback
• Generating weekly report, monthly report, external score card and various defect analysis
• Handling Client call
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
• Grooming session
• Performing as a key member of the Capital One Team
• Successfully handling management of the operations and effectively handled service delivery, quality assurance, client management, training, and `Turnaround Time’ related functions
• Preparing Monthly/Qtr./Annual performance reporting and presentations to senior leadership, Business Partners, and clients
• Solely accountable for maintaining KRA (Key Responsibilities Area) Report for team members on daily & monthly basis and liaison with Top Management pertaining to same
• Set performance parameters/ designing employee & trade incentives, delegating work and giving feedbacks
• Determine training needs through quality checks, identifying training gaps & conducting programs to enhance operational efficiency of the entire team; encouraging and implementing internal movements of employees
• Conceptualizing & implementing strategies to enhance operational efficiency and ensure adherence to all
• Set parameters to enhance the efficiency of various aspects of the service delivery cycle
• Measuring the performance of the processes in terms of efficiency and effectiveness matrix and ensured adherence to Service Level Agreements
• Collecting and collating data and generating periodic reports and carrying out value added analysis of reports to facilitate strategy planning
• Review and set internal and external benchmarks based on process establishment and performance
• Holds the distinction of successful management and delivery of SLA’s as per the prescribed norms
• As a Quality analyst worked as a bridge between client and management
• Ran various activities on floor to achieve the process parameters

● Joined as SQA

● As a S Q A worked in Process Excellence

● Leading Daily, weekly and monthly call with the client

● Prepared checklists for the process to simplify the process.

● Week wise target to focus on BQA's for process betterment.

● Training people proactively per requirement

● Got appreciated from clients for 0 Variances in Calibration for 365 days consecutively.

● Got awarded from SLK as best SQA thrice.

● Cleared Team leader Readiness Program

● Joined as Quality executive

● Worked as a bridge between Clients and Ops

● Trained associates on soft skills

● Worked as an SME in Ops

● Monitoring and giving feedback

● Lead and conduct Process knowledge tests for the overall process.

● Participating in Weekly/ Monthly Business Review’s with Higher Management.

● Preparing and Presenting Monthly analysis to Higher Management.

● Worked in Internal Audit team

● Conducting sessions with team leads on Process Improvement.

● Led Calibration Sessions with Team mates

● Responsibility of Sending Good/Bad calls to internal stakeholders, Tracking of Leave within a Team, Daily attendance within a team, Acknowledgement of Policies and Etc

• Communicated directly with QA team to resolve user-reported problems and questions.

● Taking care of India and Canada region, handling 18 subprocesses in terms of Quality

● Responsible for auditing Engineering team

● Responsible for creating SOP’s for the internal processes

● Responsible for auditing Calls and Emails for Technical service desk

● Responsible for process design and implementation in tool called OTRS

● Responsible for Process improvement stuff for the internal process

● Responsible for creating onboarding and offboarding process in OTRS

● Responsible for overall quality for all internal processes

● Responsible for running small Kaizen and Lean methodologies

● Responsible for training associates and team leaders on Yellow belt training

● Responsible for managing trainees and handling client reports in SharePoint

● Responsible for explaining daily dashboards with clients and overall internal project management

● Responsible for inhouse Project management

● Responsible for creating SOP’s for the required process and create training manuals

• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.