Chandan Kumar

• Conducting internal and external calibration with Quality and Operations for all process
• Sharing calibration inputs with Quality and Operations along with points which need to be reworked and briefed to the agents
• Preparing weekly and monthly reports in terms of Quality
• Creating Quality parameters and legends for better understanding for the QA's / Agents / Operations
• Auditing calls / Emails answered by the QA's on a weekly basis and sharing the feedback
• Publishing QA dashboard daily on the everyday insights pertaining to audits
• Taking part in the Quality review with operations
• Aligning Quarterly projects for the QA's and reviewing the project monthly based on the KRA set
• Taking part in the product discussion with the product team in a monthly meet
• Conducting one on one with the QA's month on month
• Reviewing QA's and process performance month on month on the task what has been performed
• BQM for the QA's on the KRA set
• Redesign or reworking on the QA's KRA based on the business requirement
• Creating trackers to capture the QA's achievements / scorecard / Adhoc task / operation feedback for the Quarterly RNR
• Creating or reviewing SOP for the process with they handle
• Conducting a workshop for the QA's to upskill the skill set
• Collecting feedback from the Agent on the QA's Quarterly basis by rolling out the survey
• Managing external clients like GOMMT, Amazon, Phonepe, and Gpay in terms of Quality related task.

• Led all quality assurance activities across vendors and in-house operations, ensuring high standards and consistent performance.
• Strategically drove supplier service quality improvements, developing short-term and long-term plans to enhance supplier experiences.
• Developed and implemented Standard Operating Procedures (SOPs) to streamline supplier interactions and resolve queries efficiently.
• Monitored process effectiveness, identifying and addressing gaps to optimize operations.
• Spearheaded quality improvement projects to achieve continuous process enhancements.
• Conducted Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) with vendors to assess performance and productivity of Quality Assurance (QA) teams.
• Designed and implemented DSAT, CQ, and compliance forms to measure and improve service quality.
• Fostered a positive and collaborative environment within teams and with vendors by addressing challenges and concerns through one-on-one interactions.
• Led Root Cause Analysis (RCA) initiatives for process improvements.
• Organized workshops for the Quality team to enhance skills and knowledge.
• Established and monitored QA Key Performance Indicators (KPIs) and Key Result Areas (KRAs) for both in-house and vendor operations.
• Analyzed and bridged process gaps between the company and vendors through regular calibration and weekly meetings.
• Created comprehensive Quality dashboards for in-house and vendor operations, providing clear performance overviews.
• Tracked the implementation of process changes to ensure ongoing improvements.
• Enhanced and updated training materials and revamped planning for new employee batches.
• Developed certification and On-the-Job Training (OJT) processes for onboarding new employees.

• Pioneered Quality Initiatives: Led quality initiatives for the in-house team, ensuring excellence in deliverables.
• Product Team Collaboration: Engaged in strategic product-level discussions to align Quality goals with product development.
• Customer Satisfaction Process: Established a robust CSAT process, enhancing customer experience and satisfaction metrics.
• Protocol Development: Defined and enforced protocols to elevate customer experience standards.
• Reporting Excellence: Published Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) for operational and management insights.
• Quality Dashboards: Compiled and disseminated daily Quality dashboards to highlight key focus areas for operational teams.
• Quality Townhall Meetings: Hosted monthly townhall meetings for customer experience teams to address issues and strategize improvements.
• Performance Key Task Initiatives: Orchestrated internal and external PKT initiatives from a Quality perspective.
• Weekly Quality Reviews: Conducted WQRs to ensure adherence to standards and identify improvement areas.
• Continuous Improvement Goals: Formulated monthly goals and Quality activities to drive continuous improvement.
• KPI and KRA Design: Designed SMART Key Performance Indicators (KPIs) and Key Result Areas (KRAs) to track and achieve targets.
• QA Personnel Performance: Monitored monthly performance of QA staff, providing constructive feedback for growth.
• Audit Frameworks: Architected and implemented diverse audit frameworks for comprehensive quality assessments.
• QA Workshops: Facilitated targeted workshops to enhance QA skills and knowledge.
• Root Cause Analysis: Led RCA investigations on escalations and critical errors to identify and rectify root causes.
• Self-Development Projects: Managed self-development and process improvement projects to enhance personal and procedural efficiency.
• Recruitment Participation: Participated in interviews to identify and recruit high-potential agents.
• Calibration Sessions: Conducted internal and external calibrations to ensure alignment and consistency in quality standards.
• SOP Optimization: Established and refined Standard Operating Procedures (SOPs) to optimize operational processes.
• Cross-Functional Projects: Led management-level projects related to Customer Service through cross-functional collaboration.
• Performance Improvement Plans: Implemented PIP frameworks alongside BQM initiatives to improve overall performance.
• Continuous Monitoring and Management: Drove CMM processes to mitigate financial and customer losses.
• Interactive Voice Response Systems: Designed self-assist IVR systems to enhance customer interactions and support.
• Training Development: Developed comprehensive training modules, assessments, and induction programs for the training team.
• AI Tool Integration: Introduced AI tools to augment Quality functions and achieve operational efficiency.
• Audit Sampling Methodologies: Implemented sampling methodologies for audits to ensure transparency and accuracy.
• Coaching Sessions: Conducted coaching sessions for Sales and Support teams to enhance their performance.
• On-the-Job Training Processes: Established structured training and OJT processes to expedite onboarding and knowledge acquisition for new hires.

Percentage: 79