

To excel in life and be a better professional throughout my life. I Believe in time commitment and teamwork whereby ensuring that I leverage my ability to learn and enhance my knowledge continuously and give my best.
Bajaj Finserv (Sales)
1 Quality Management & Compliance
Transaction Monitoring: Oversee the auditing of calls, chats, or emails to ensure adherence to quality parameters and compliance standards
Calibration: Lead calibration sessions between the Quality, Training, and Operations teams to ensure everyone is scoring performance against the same yardstick
Root Cause Analysis (RCA): Identify trends in errors or low customer satisfaction (CSAT) scores and develop action plans to fix the "why" behind the numbers
2 Training & Development
Training Needs Analysis (TNA): Identify performance gaps and design targeted training interventions or "refresher" modules
Onboarding: Manage the New Hire Training (NHT) process to ensure "0-day" recruits are ready for the production floor
Content Creation: Develop and update training manuals, process maps, and knowledge base articles as the client’s product or policy evolves
3 Performance Improvement & Reporting
Feedback Loops: Ensure that Team Leaders and Quality Analysts are providing constructive, timely feedback to agents
Stakeholder Management: Present weekly and monthly performance reviews (WBR/MBR) to senior management and clients
KPI Management: Drive key metrics including Quality Scores, CSAT/NPS, Average Handle Time (AHT), and First Call Resolution (FCR)
4Typical Day-to-Day Tasks
Reviewing the previous day’s quality "dip" in scores
Conducting a "Train the Trainer" session for new process updates
Meeting with Operations Managers to discuss bottom-quartile performance management
Drafting a "Quality Alert" email regarding a new compliance regulation