Chaitali Katkar

Roles and Responsibilities:

• Enables and motivates team members to deliver exceptional customer experiences through ongoing support, development, empowerment and positive reinforcement.
• Coaches the team in order to ensure the quality of customer experience meets the appropriate standards
• Manage and tracks PLIs (Performance linked incentives) for QAs
• Drives performance and process improvement initiatives
• Participate and drive Internal/External calibrations for streamlining understanding of client vision and customer experience output expected
• Ensures own product, system, process and policy knowledge is current & up to date.
• Conduct detailed RCA (Root cause analysis) for continuous improvement for all customer experience related bottle necks.
• Ensures continuous improvement to customer experiences by investigating and addressing root causes
• Communicates information in a timely, relevant and accurate manner to all team members and stakeholders
• Proactively work with Stakeholders to establish communication and governance
• Monitor team performance through a statistically significant sample for establishing levels of quality
• Ensures that all Human Resources/ Quality policies and procedures are observed
• Ensures effective resource management with required forecasting abilities
• Conducts regular scheduled team briefs /sessions
• Ensures constructive feedback is given to team members with regards to their performance
• Reporting and Administration Review and track team attendance and schedule adherence
• Update, track and record performance

Roles and Responsibility:

• Monitor a statistically significant sample for establishing levels of quality
• Provide feedback on all monitors
• Ensure all frontline staff are monitored regularly
• Attend calibration sessions to ensure common language among the team
• Improve quality monitoring processes to improve the overall quality of the organization
• Coach or train individuals that need to improve their level of quality
• Perform Audits to ensure quality standards.
• Conduct detailed RCA (Root cause analysis) for continuous Process Improvement