Bhavani. V.B

• Leverage internal tools and processes to share the results of quality check and report the process health metric of Operations team on a weekly/daily basis as per the established frequency and quality standard
• Take end-to-end ownership to collaborate with Operations to ensure audit observations are reported to operations team, feedback is provided to the Operations associate and the audit observations are close looped
• Identify root cause, areas of improvements in the process audited
• Provides ideas for process improvements to enhance process efficiency, quality and customer experience
• Understanding the Stakeholder requirements and mapping them with the right data sources
• Using SQL to extract data for recurring reports
• Build and Maintain SQL Pipelines for Daily/ Weekly Scheduled Jobs
• Designing and Developing highly available dashboards on Excel / Power BI
• Handling data extraction requests related to Operations
• Executing high priority projects to improve operational performance
• Providing process related insights and ideas to enhance the process
• Connecting with the legal team to mitigate any ambiguity in the global policies
• Solutions to Operations on a timely manner to improve customer journey, client satisfaction and increased revenue
• Logging, tracking and communicating progress of Problem investigations.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

• Speaking to clients regarding conferencing and getting them to do business with TLI., Process of Transition-Employer Strategies and Outcomes of Employee Voice Vancouver Canada to India Bangalore
• Cross-trained and provided backup support for organizational leadership.
• Implemented new working processes to deliver multiple improvements.
• Process Involved in inbound customer service and sales
• Handling a team of 28 CSR and 2 Quality Analysts
• Handling Client related customer complaints on daily basis
• Interacting with offshore clients with regards to the Complaint received and service levels
• To generate daily reports and weekly reports, help the program in defect movement & coordinate with the clients on product updates & ensure implementation of the same on the floor
• Responsible for adherence of all the quality processes of the program & FCR guidelines
• To facilitate for client listening sessions and external calibrations
• Coaches and provides feedback to BQ advisors to improve their performance Ensures to achieve goals as defined in KRA Performs Audits on a daily basis to avoid unhygienic practices Perform Ad-hoc request and other related duties as assigned Conducts daily team meetings to motivate team in achieving the desired goals Detractor Analysis on a daily basis Weekly and monthly calibration with client to ensure minimum variation
• Mentored and guided employees to foster proper completion of assigned duties.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Assisted with new hire processing and existing training programs.
• Confirmed confidential budget reports remained up-to-date for manager.

• Work includes creation of new reports, sending day-to-day reports, maintaining weekly and monthly reports, internal and external client listening and internal calibrations of Specialists by giving feedbacks and Quality scores after listening to their calls
• Responsible for verifying sales calls and rate the Agents as per the quality parameters
• Providing feedback and guidelines to the agents weekly to improve their performance
• Arranging client calibration sessions to monitor calls and gather client feedback
• Responsible for scheduling shifts and manage the Quality team as Shift supervisor
• Conducting Application Audits on every sales call
• Monitored, followed-up and escalated cases to meet customer response commitments.

• Handling of all official data entry
• Scheduling movement of Executives and crafting of work plan for the week
• Monitoring of the movement of material in the premises.
• Supported office manager with proactive correspondence management, document coordination and customer relations.
• Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
• Trained new employees on administrative procedures, company policies and performance standards.
• Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.

• Monitoring sales for telecommunication products
• Work includes creation of new reports, sending day-to-day reports, maintaining weekly and monthly reports, internal and external client listening and internal calibrations of Specialists by giving feedbacks and Quality scores after listening to their calls
• Effective coaching and feedback using SMART and GROW models.
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Inspected finished goods to verify conformance with customer specifications and company quality standards.

Oversaw test planning, workload balancing and assignment delegation.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
• Created and collaborated in implementation and maintenance of customer complaint log.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.