Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic
Bisensingh Karotiya

Bisensingh Karotiya

Quality Analyst
Mumbai

Summary

I have a total work experience of 23 years and more, which has helped me to develop, the below competencies: Drive for Results to find solutions to problems despite constraints. Process orientation for making changes in system/processes/work methods. Ambitious Quality Leader with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.

Overview

26
26
years of professional experience
3
3
years of post-secondary education
6
6
Certifications

Work History

Quality Analyst-Trainer

Lead School
Mumbai
02.2021 - Current
  • Solely responsible to Audit calls and email for In house team and outsourced team (Writer BPO)
  • Handle team of 50 Agents across both the sites
  • Conduct call calibration session with Trainer/Team Leader
  • Prepare weekly and monthly hygiene reports highlighting errors to stakeholders
  • Identify performance indicators & provide regular Feedback & Coaching
  • Timely interaction with various stakeholders to discuss process change and performance improvement
  • Prepare process knowledge refresher tracker / Daily Reports Dashboard
  • Understand, interpret & analyses various reports, identify trends & determine root causes
  • Conducting floor audits to ensure calibration on any process change
  • Conduct PKT test for agents across sites
  • Recommending different audits to be conducted to ensure compliance check is maintained. Source Calls/Emails/Chats/Social Media
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Led process improvement projects to help operations meet and exceed quality standards and reduce costs.

Senior Quality Analyst

Concentrix India Pvt. Ltd
Mumbai
08.2020 - 01.2022
  • Audit calls for J.P Morgan Chase process
  • Conduct call calibration session with Team Leader and Agents
  • Focus audits and compliance check
  • Timely interaction with various stakeholders to discuss process change and performance improvement
  • Prepare process knowledge refresher tracker / Daily Reports Dashboard
  • Conduct PKT test for agents
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.

Quality Leader

TECH MAHINDRA BUSINESS SERVICES PVT. LTD
Mumbai
05.2011 - 02.2020
  • Responsible to conduct hygiene audits for entire commercial area which include processes like Sales, Retention, and Collection across Mumbai and Pune
  • Applied coaching techniques and tools to support managers and team members in improving performance.
  • Also responsible to manage hygiene audits for Complaint’s area
  • Experienced in handling processes like Sales, Retention, Collections, Web chat
  • Ensuring high NPS (Net promoter scores)
  • Identify performance indicators & provide regular Feedback & Coaching
  • Provide hands on assistance in meeting NPS target through coaching & feedback
  • Conduct TL Audits & Calibration on a weekly basis to ensure agreed QC standards are met
  • Perform Call monitoring, Group supervision within the Call Centre Environment
  • Liaise with respective Call Centre Managers and provide recommendation in line with process and business requirements from compliance perspective
  • Single point of contact for contact centre for any client escalated issues
  • Timely interaction with various stakeholders to discuss process change and performance improvement
  • Prepare weekly and monthly hygiene reports highlighting errors to stakeholders
  • Recommending different audits to be conducted to ensure compliance check is maintained
  • Handled NHT and OJT batches and ensured smooth transition from OJT to production environment
  • Identify errors and provide required feedback and coaching
  • Understand, interpret & analyses various reports, identify trends & determine root causes
  • Conduct ahoc audits on areas/team where sudden spike in performance is noticed
  • Conducting floor audits to ensure calibration on any process change
  • Making recommendations cross functionally for improving ways of working & suggestions for process improvements
  • Conduct TL calibration to ensure compliance standards are met
  • Weekly check with HR team to close on action plan on compliance errors identified across all vertical.

Financial Service Advisor

J.P. MORGAN CHASE
09.2008 - 04.2011
  • Attending Customer service issues with reference to their Credit Card queries and concerns
  • Analyzing Credit Line Increase / Decrease and decline status on customer’s credit card
  • MIS report preparation for the team to keep a daily track on the performance achieved by individual officers
  • Cross selling various insurance products based on consumer’s financial needs
  • Working on new projects to analyze methods and ideas to create Customer’s ease and experience on calls.

Lead advisor

3 GLOBAL SERVICES LIMITED
Mumbai
12.2005 - 03.2008
  • Customer retention by providing them with timely resolution / quality sales / service gestures
  • Promoted customer loyalty programs to increase customer retention and repeat purchases.
  • Trained new and existing employees on customer service best practices to improve overall customer handling skills.
  • Need to ensure customer’s are not only retained but also upgrade their contract and extend their business with us
  • Mentoring newly joined associates for better product, process and systems understanding
  • Managing the follow up and case queue of individual advisor to ensure that timely call back / resolution is given to the customer
  • Managed team as a mentor and was responsible for overall team performance and monitoring.

Senior Advisor

INTELENET GLOBAL SERVICES LTD
Mumbai
08.2004 - 12.2005
  • Addressing customers’ dispute with regard to their credit report and credit score sent through email channel
  • Following up with financial institutions / banks about the credit history being disputed as incorrect by the customer
  • Weekly feedback and training conducted with the officers on quality updates and process instructions
  • Providing necessary assistance to new associates for working on customers’ credit report on data and voice
  • Maintaining day-to-day quality check on documents processed and correspondence sent to the consumer by associates
  • Attaining SLA [Service Level Agreement] through effective management of daily team operations.

Senior Officer

ICICI BANK LIMITED
Mumbai
11.2001 - 08.2004
  • Handling Customer sales / service issues for Home Loan, {Indian/Non Resident Indian), via e-mail channel
  • Responding to grievances and critical issues put forth by the customers with regard to ICICI Bank Loan products
  • Coordinating with Operations units for end to end resolutions
  • Handling senior management escalations, preparing root cause analysis / sequence of events to identify process loopholes
  • Singling out sub-standard mails on a daily basis and call backs to these customers for purpose of service recovery
  • Training sessions conducted with new officers on Loan products and process.

Senior Executive

MERCATOR LINES LIMITED
Mumbai
03.1999 - 10.2001
  • Responsibilities included collating the data received from the officers for bunkering and vessel’s daily movement
  • Vessels were employed on Time charter and Voyage charter
  • Reporting to the Marine Superintendent with the MIS report after analyzing the performance made by each vessel and their daily positions
  • Data were collated from Crew Members
  • Communicating with the vessel’s master through VHF and telex
  • Drafting official letter and Charter Party (C.P.)
  • Preparing letters / fax / e-mails.

Education

No Degree - Commerce

Mumbai University, Rizvi College
Maharashtra, Mumbai
04.1996 - 04.1997

Advance Diploma - Software Design and System Analysis

Mulund College
01.1998 - 07.1999

No Degree - Master in Web Architecture

Maharashtra Technical Board
Maharashtra Technical Board
04.2001 -

No Degree - Lean Six Sigma Yellow Belt Trainning

Concentrix India Pvt Ltd.
Maharashtra, Mumbai
04.2001 -

Skills

Data analysis

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Additional Information

  • , Certification received from 3 Global Services for the Best Team in the Operations department. Certification received from 3 Global Services for the Best employee in Retention department. Certification received from Tech Mahindra Business Services for the Best Mentor in Retention department new process ROH. Awarded for two quarters for best performance award from Quality team

Certification

Live project for Crompton Greaves Private Limited on I.S.O. Documentation. This software was created to document the requirements of I.S.O. audits for undertaking business operations at international level

Timeline

Lean Six Sigma Yellow Belt

01-2022

Quality Analyst-Trainer

Lead School
02.2021 - Current

Senior Quality Analyst

Concentrix India Pvt. Ltd
08.2020 - 01.2022

Awarded for two quarters for best performance award from Quality team

05-2016

Certification received from Tech Mahindra Business Services for the Best Mentor in Retention

08-2012

Quality Leader

TECH MAHINDRA BUSINESS SERVICES PVT. LTD
05.2011 - 02.2020

Financial Service Advisor

J.P. MORGAN CHASE
09.2008 - 04.2011

Certification received from 3 Global Services for the Best employee in Retention department.

01-2008

Certification received from 3 Global Services for the Best Team in the Operations department.

06-2007

Lead advisor

3 GLOBAL SERVICES LIMITED
12.2005 - 03.2008

Senior Advisor

INTELENET GLOBAL SERVICES LTD
08.2004 - 12.2005

Senior Officer

ICICI BANK LIMITED
11.2001 - 08.2004

No Degree - Master in Web Architecture

Maharashtra Technical Board
04.2001 -

No Degree - Lean Six Sigma Yellow Belt Trainning

Concentrix India Pvt Ltd.
04.2001 -

Live project for Crompton Greaves Private Limited on I.S.O. Documentation. This software was created to document the requirements of I.S.O. audits for undertaking business operations at international level

03-1999

Senior Executive

MERCATOR LINES LIMITED
03.1999 - 10.2001

Advance Diploma - Software Design and System Analysis

Mulund College
01.1998 - 07.1999

No Degree - Commerce

Mumbai University, Rizvi College
04.1996 - 04.1997

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Bisensingh KarotiyaQuality Analyst