Brijesh Verma
Quality Coach
Pune,Maharashtra
Summary
A detail-oriented Quality coach with 4+ years of experience in analyzing and improving quality control processes. Highly skilled in conducting audits, implementing quality management systems. Adept at identifying process gaps and recommending solutions to improve quality and productivity. Overall all 15 years of customer service experience with expertise in handling UK, Australian and US clients.
Overview
15
15
years of professional experience
Work History
Senior Quality Analyst
Tech Mahindra Ltd
Pune, Maharashtra
8 2019 - 06.2024
- Single point of contact for Quality parameters for entire contact center
- Handling quality parameters for entire contact center for inbound calls for a UK based logistics vendor (Smiths News UK Ltd)
- Single handily built QA framework for the entire contact center from Pilot Phase
- Efficiently able to handle up to 50 Associates for all QA parameters
- Conducting audits, 20 /day, 400 /month, 8 audits / agent / month
- Graduated over 50 OJT batches during last 4 years - including their final mock clearance and 6 weeks nesting phase (OJT clearance)
- Conducting monthly PKT for all agents and SME’s
- Conducting call calibrations with external & internal stake holders
- Sharing daily feedbacks on call as well as over email for all agents and SME’s
- Bottom Quartile management
- Highlighting customer appreciation across contact center for exceptional calls
- Releasing huddle points and conducting team briefings on daily basis
- Rolling out, PIP, Verbal warnings and level 2 disciplinary actions for defaulters identified for any ZTP incident and severe customer escalations
- Publishing reports (Daily client reporting, QA dashboard, Weekly audit summary)
Lead Analyst - Client Services
ADP India Pvt Ltd
08.2015 - 08.2018
- Handling escalations and converting them into promoters
- Expertise in handling US payroll for small business employers up to 70 staffing
- Processing (W2/1099) weekly, Biweekly, Semi Monthly, Monthly, Quarterly Payrolls, handling Customized & Bonus payrolls
- Special handling including setting up (W2/1099) new hires, contractors, updating permanent and temporary changes, earnings, deductions, setting up direct debits
- Drive one call resolution with key focus on NPS.
Senior Associate
WNS GLOBAL SERVICES
01.2013 - 07.2015
- Expertise in handling commercial insurance motor claims for Australian Insurance provider- Suncorp Insurance
- Handling 65 transactions on daily basis including voice and data
- Providing end to end claims management from lodgments to finalization.
Customer Services Advisor
Vodafone India Services Pvt LTD
12.2011 - 12.2012
- Providing in house applications training and mentoring Vodafone retailers in UK to enable them to use Vodafone applications efficiently
- Providing end to end solution to Vodafone retailers in UK
- Renewal of contracts, Disconnection, Credit check, Credit approval.
Customer Services Advisor
HutchinSON 3G UK LTD
10.2008 - 10.2011
- Retaining UK Customers for HutchinSON 3G UK LTD and convincing them for contract renewal for Mobile Phone services
- Outbound and inbound calling to pitch offers as a follow up
- Key focus on NPS.
Development & Marketing of Telemarketing Tools
Red arrow consultants
06.2001 - 05.2008
- I was involved in generation, marketing and promotion of telemarketing tools on freelance basis
- This endeavor was to explore my entrepreneurial potential
- Providing demo at client site to show how effectively raw data can be converted into a lead which could be a potential closure.
Education
Skills
Strong Analytical and negotiation skills
Strong Communication Skills (Verbal and Written)
Result oriented professional with immense Integrity
Ability to deliver seamlessly on timelines as per business requirements
Documentation skills
Work Delegation
Continuous Improvement Mindset
Corrective action planning
Defect tracking
References
To be furnished as per requirement.
Languages
English
Bilingual or Proficient (C2)