Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Bhavani V.B.

Bhavani V.B.

Bangalore

Summary

Led a comprehensive transition of voice and chat processes from Canada to India, overseeing training and maintaining a sharp focus on quality assurance. With 14 years of experience in customer support management, I am a results-oriented and dynamic leader. My track record demonstrates a knack for enhancing team performance, elevating customer experiences, and aligning processes with business objectives. Proficient in cross-functional collaboration, I excel in implementing strategic initiatives to foster overall customer satisfaction and loyalty.

Overview

21
21
years of professional experience

Work History

Quality Analyst

Focus Edumatics
Bangalore
07.2023 - Current
  • Lead, mentor, and inspire Team Leads, fostering their development and overseeing performance management of Team Leads.
  • Set performance goals for the Team Leads and individuals, conducting regular reviews and offering constructive feedback.
  • Proficient in implementing and managing Early Warning Systems to anticipate and mitigate potential risks, ensuring smooth operations and optimal outcomes.
  • Conducted root cause analysis to investigate the source of problems in production process
  • Worked on CSQA scorecard and revised it to meet industry standards.
  • Used RAG (Red, Amber, Green) indicator to visual, risk assessment, and performance monitoring.
  • Developed and implemented team-building strategies to promote collaboration and cohesion.
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.
  • Collaborated closely with the Human Resources (HR) department to organize and execute celebratory events and initiatives within the company.
  • Provided guidance, coaching and mentoring to individual team members and Leaders as needed to help them reach their full potential.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.

Quality Analyst

MG Associates
Bangalore
11.2015 - 12.2021
  • Managing clients through calibration calls, identifying business opportunities and enhancements, and optimizing the customer experience; conducting root cause analysis and implementing corrective measures to address performance factors for improvement; providing timely solutions to operations to enhance the customer journey, client satisfaction, and revenue growth.
  • 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.
  • Being a part of the Centralized quality team responsible for identifying the trends in errors by diving deep into the errors to ensure highest quality standards to our valuable customers that they purchase the right product for the right use.
  • Improving customer satisfaction metrics and facilitating prompt resolution of queries and grievances, providing effective feedback and coaching to team members to meet targets and enhance customer satisfaction, implementing fundamental quality tools for troubleshooting quality-related issues, and utilizing coaching tools such as SMART and GROW models to assist employees in improving performance metrics and quality adherence.

Team Leader

Tarang Software Pvt. Ltd.
Bangalore
01.2009 - 06.2010
  • Traveled to Vancouver for training in managing transitions of employer strategies and employee voice outcomes, specifically focusing on relocating operations from Vancouver, Canada, to Bangalore, India, with a primary goal of achieving cultural alignment and facilitating successful integration.
  • Cultural Understanding and Assessment: The first step was gaining a deep understanding of both the Canadian and Indian cultures, recognizing their nuances, values, and work practices. This involved conducting thorough research, engaging with cultural experts, and organizing cross-cultural training sessions for both the employer and employees.
  • Stakeholder Engagement and Communication: Effective communication was paramount throughout the transition process. I facilitated transparent and frequent communication channels between leadership, management, and employees in both Vancouver and Bangalore. This ensured that everyone was informed about the transition plans, timelines, and expectations, thereby minimizing uncertainty and resistance.
  • Customized Strategy Development: Recognizing the unique characteristics of both locations, I collaborated with key stakeholders to develop tailored strategies that addressed the specific needs and challenges of each workforce. This included assessing market dynamics, regulatory requirements, and talent availability in Bangalore, while also considering the organizational culture and business objectives.
  • Employee Involvement and Empowerment: Employee voice and participation were central to the success of the transition. I implemented mechanisms such as town hall meetings, focus groups, and surveys to actively engage employees in the decision-making process. This not only ensured that their concerns and preferences were heard but also empowered them to take ownership of the transition journey.
  • Training and Development Programs: To support cultural alignment and skill development, comprehensive training programs were designed and implemented. These programs encompassed cross-cultural competency training, technical skill enhancement, leadership development, and change management workshops. By investing in employee development, we fostered a sense of belonging and equipped them with the tools needed to thrive in the new environment.
  • Continuous Monitoring and Feedback: Transitioning to a new location is a dynamic process that requires ongoing monitoring and adjustment. I established feedback loops to gather insights from employees regarding their experiences, challenges, and suggestions for improvement. This enabled us to promptly address any issues, refine strategies, and reinforce positive changes.
  • Celebrating Success and Recognition: Finally, it was crucial to acknowledge and celebrate milestones achieved throughout the transition journey. Whether it was reaching operational targets, achieving cultural integration milestones, or showcasing individual and team accomplishments, recognizing efforts boosted morale and reinforced a sense of collective achievement.
  • Overseeing inbound customer service and sales as the central contact point throughout all shifts and managing a team of 28 CSR and 2 Quality Analysts, handling all customer complaints and escalations, and coordinating with offshore clients concerning received complaints and service standards.
  • 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.
  • Ensuring adherence to all program quality processes and FCR guidelines, facilitating client listening sessions and external calibrations, coaching and providing constructive feedback to BQ advisors to enhance their performance, striving to achieve KRA-defined goals, and conducting daily audits to maintain high standards.
  • Conducting ad-hoc requests and assigned duties, leading daily team and leadership meetings to inspire goal achievement, analyzing CSAT daily, and conducting weekly and monthly calibrations with clients to ensure consistency.
  • Conducted client calls to Canada and the USA, facilitated interdepartmental communication, set project goals, clarified expectations for employees, conducted weekly staff meetings, aligned goals across departments, engaged clients in conferencing services, coordinated team activities, and offered coaching and feedback for employee development.

Senior Quality Analyst

Belair Communications Pvt. Ltd.
Bangalore
08.2005 - 07.2006
  • Being involved in the pilot process for 3G and T-Mobile monitoring sales of telecommunication products, managing a team of 12 Quality Analysts, responsibilities include generating new reports, sending daily reports, maintaining weekly and monthly reports, conducting internal and external client listening sessions, facilitating internal calibrations of Specialists through feedback and Quality scoring based on call assessments, and providing effective coaching and feedback using SMART and GROW models.
  • As the sole point of contact for both the client and operations, I served as a bridge, ensuring seamless communication and alignment between the two entities to uphold and elevate high-quality standards consistently.

Senior Quality Analyst

24\7 Customer Pvt. Ltd.
Bangalore
03.2003 - 03.2005
  • Played a key role in piloting processes for MBNA Bank UK and MBNA Inbound, consistently delivering high-level contributions while gaining extensive knowledge in team management and process optimization, actively pursuing self-development to drive organizational growth.
  • Secured sales for financial products, leading to a promotion to Quality Analyst, then Senior Quality Analyst overseeing a team of five analysts, responsible for report creation, daily communication, and calibration sessions to ensure high-quality standards in internal and external client interactions
  • Developed training modules and process documentation, conducted training sessions for new agents across departments, and ensured superior call quality, resulting in successful outcomes that attracted additional processes and business to India.
  • In charge of validating sales calls and evaluating Agents based on quality parameters, offering weekly feedback and guidelines to enhance their performance, and organizing client calibration sessions to monitor calls and collect client feedback.
  • Commended for efficiently scheduling shifts and supervising the Quality team as a Shift Supervisor,

Education

IIT Madras Advanced Certification In Data Analytics For Business -

01.2022

Advanced certification in Architectural Design -

CAD Center Bangalore
01.2015

Bachelor of Arts - Economics

Open University, Chattisgarh University
01.2004

Higher Secondary Education -

Gurukul Vidya Mandir School Delhi
01.1999

Skills

  • Team Leadership
  • Strategy Development
  • Process Optimization
  • Performance Management
  • Customer Experience Improvement
  • Cross-Functional Collaboration
  • Quality Assurance
  • Training and Development
  • Escalation Management
  • Knowledge on seven QC tools
  • Knowledge on Basics of Quality – Flowchart, Problem Solving and Root cause analysis, Coaching and Feedback with SMART and GROW models, Risk Identifications, Compliance and Basics of Excel
  • Knowledge on Pyhton, SQL and R Language
  • Strong Point in People management and Process Management
  • Ability to work under pressure
  • Open to learn & Fast Grasper
  • Experience & Expertise in problem solving and identifying error & quality control issues

Accomplishments

  • Received prestigious monthly and quarterly awards for outstanding performance as the top Team Leader at Tarang Software, demonstrating exceptional leadership skills and dedication.
  • Received client recognition and certificates from a 24-7 offshore client for achieving excellence in metric performance, dedication and exemplary results.
  • Recognized as the top-quality analyst for providing effective coaching and feedback that significantly contributed to process development, demonstrating a commitment to excellence and continuous improvement.
  • Recognized by MG Associates as the best mentor and leader for driving team performance improvements and enhancing customer satisfaction, showcasing exceptional leadership and mentorship skills.

Timeline

Quality Analyst

Focus Edumatics
07.2023 - Current

Quality Analyst

MG Associates
11.2015 - 12.2021

Team Leader

Tarang Software Pvt. Ltd.
01.2009 - 06.2010

Senior Quality Analyst

Belair Communications Pvt. Ltd.
08.2005 - 07.2006

Senior Quality Analyst

24\7 Customer Pvt. Ltd.
03.2003 - 03.2005

IIT Madras Advanced Certification In Data Analytics For Business -

Advanced certification in Architectural Design -

CAD Center Bangalore

Bachelor of Arts - Economics

Open University, Chattisgarh University

Higher Secondary Education -

Gurukul Vidya Mandir School Delhi

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Bhavani V.B.