Deepali Laxuman Tawde
Mumbai
Summary
Quality Analyst Professional with a rich 19-year experience with various organizations. Familiar with Customer Service, Excel and Macros.
Quality-focused professional prepared for role. Known for delivering impactful results through keen analytical skills, strong attention to detail, and deep understanding of quality control processes. Proven ability to collaborate effectively within teams and adapt to changing requirements. Skilled in identifying and resolving issues, ensuring compliance, and driving continuous improvement initiatives.
Overview
3
3
Languages
2021
2021
years of professional experience
Work History
Quality Analyst Professional
Kankei Relationship Marketing Services Pvt Ltd
- Currently handling customer service process for Kenvue brand
- Conduct daily briefings to motivate and keep the team updated with the process changes.
- Meet daily evaluation target and share real time feedback with agents.
- Publish weekly quality report along with quality score and share the same with stakeholders along with insights.
- Conducting weekly External Call Calibrations with Client.
- Interact with client and share daily insights about the process
- Keep a track on CSAT Report
- RCA (Root Cause Analysis) done for Escalations desk.
- PKT conducted and scores shared to gauge the advisors understanding.
- Work on Error check and share errors with executives to keep a check on disposition
- Work on Reconciliation report to keep a track on missing entries
- Mystery calls & Mystery emails shared with executives
- Conducting Quality Induction for New batches, mock call session conducted, and Internal Certification done
- Bottom Quartile Management done for the Team and prepared TNI report for the Team. Refresher Trainings conducted as per process requirements
- Handle escalations and co-ordinate with stakeholders (brand team) for the same
- Conduct Product Training and keep a track on newly launch products via coordination with Backend team
- Present Monthly reviews in presence of Senior managers
- (FMC Process – NIVEA – Worked for 2 years)
Pace Pvt Ltd.
- (Vodafone Postpaid Collections Process 30- & 90-Days Bucket)
Tele caller Cum Co-ordinator
Spanco Tele solutions
- Outcall consumers for sales, collections, and donations
- Co-coordinating with executives on field for check pick-ups.
- Handling Team in absence of Team leader.
- Maintain daily reports of cheque pickups in Excel.
- (Hindustan Liver Ltd Sales Outbound Process)
Quality Analyst Professional
Coverfox Broking Pvt Ltd.
10.2018 - 01.2021
- Conduct daily briefings to motivate and keep the team updated with the process changes.
- Meet daily evaluation target and share real time feedback with agents.
- Publish weekly quality report along with quality score and defect count to operation Team.
- Conducting weekly Call Calibrations with Team Leader and publishing the report for the same.
- Conducting Call Listening Sessions for Team improvement.
- RCA (Root Cause Analysis) done for Escalations desk.
- Short Call Analysis and conduct weekly PKT for Team.
- Analysis done on dispositions or as per process requirement to find opportunity areas.
- Share WOW calls and publish appreciation e- mails.
- Weekly Floor Activity – Dip Check Questions.
- Conducting Quality Induction for New batches
- Bottom Quartile Management done for the Team and prepared TNI report for the Team.
- Preparing action plan for the team, implementing it and tracking progress
- (Investment - ULIP /Traditional plans and Term Life Insurance online Sales process)
Senior Quality Analyst Professional
Viztar International Pvt Ltd.
05.2017 - 10.2018
- Conduct daily briefings to motivate and keep the team updated with the process changes.
- Meet daily evaluation target and share real time feedback with agents.
- Publish weekly quality report along with quality score and defect count to client.
- Conducting weekly Call Calibrations with Team Leader and client and publishing the report for the same.
- Conducting Call Listening Sessions for Team improvement.
- RCA (Root Cause Analysis) done for Escalations desk.
- Dispositions Audit done on daily basis for data tagging and shared accuracy report for the same
- Short Call Analysis and conduct weekly PKT for Team.
- Analysis done on dispositions for process improvement to find opportunity areas.
- Share WOW calls and publish appreciation e- mails.
- Publish Quality Champ report for activity conducted once in week and conduct CECL activity once in a week.
- Weekly Floor Activity – Dip Check Questions.
- Conducting Quality Induction for New batches and batch visit.
- Bottom Quartile Management done for the Team and prepared TNI report for the Team.
- Preparing action plan for the team, implementing it and tracking progress.
- (Britt Worldwide renewal Outbound/Inbound Process and FGI Motor Insurance Outbound online Sales Process)
Quality Analyst Professional
SITEL India Pvt Ltd.
11.2010 - 05.2017
- Conduct daily briefings to motivate and keep the team updated with the process changes.
- 75% monitoring done for recorded calls and 25% monitoring done by Y- jacking by sharing real time feedback.
- Conducting weekly Call Calibrations with Team Leader and client and publishing the report for the same.
- RCA (Root Cause Analysis) done for Escalations desk.
- Dispositions Audit done on daily basis for data tagging and shared accuracy report for the same
- Short Call Analysis done and PKT (Product Knowledge Test) conducted on weekly basis.
- Shared ‘Wow Calls’ report and Quality Champ activity report with QTL weekly.
- Publish Appreciation calls on emails and shared the same among the Team.
- Shared Quality Report along with ‘Sales’ and ‘Non-Sales’ Defect Count.
- Analysis done for process improvement to find opportunity areas.
- Conduct weekly CECL (Customer Experience Champion League) that is Job knowledge Quiz for team.
- Conducting Quality Induction for New batches
- Bottom Quartile Management done for the Team.
- Projects done for process improvement and sale
- (ICICI Lombard Insurance online Sales Outbound/Inbound Process)
- 4 Years as a Quality
- 2 Years as a Telecaller
Gennex Solution Pvt Ltd.
06.2004 - 02.2009
- (NGO Outbound Process)
Education
T.Y.B.com - Commerce
Mumbai University
H.S.C - Commerce
Maharashtra Board
S.S.C - undefined
Maharashtra Board
Skills
Quality improvement
Customer focus
Training implementation
Accomplishments
- Sitel India Pvt Ltd: Was awarded best agent thrice and best QAP six times in RNR for outstanding performance.
- Passed Insurance Brokers Examination on 3rd June 2019 and qualified as Principal Officer/ Broker Qualified Person under the stream of Direct Life and General Insurance
Timeline
Quality Analyst Professional
Coverfox Broking Pvt Ltd.
10.2018 - 01.2021
Senior Quality Analyst Professional
Viztar International Pvt Ltd.
05.2017 - 10.2018
Quality Analyst Professional
SITEL India Pvt Ltd.
11.2010 - 05.2017
Gennex Solution Pvt Ltd.
06.2004 - 02.2009
Pace Pvt Ltd.
Tele caller Cum Co-ordinator
Spanco Tele solutions
H.S.C - Commerce
Maharashtra Board
S.S.C - undefined
Maharashtra Board
Quality Analyst Professional
Kankei Relationship Marketing Services Pvt Ltd
T.Y.B.com - Commerce
Mumbai University
Languages
English, Hindi & Marathi
Personal Detail’s
- Date of Birth: 12th May 1981
- Sex: Female
- Marital Status: Single
- Strength: Confident, Positive Thinking and Hard Working
- Date:
- Place: MUMBAI
- Signature
- Deepali Laxuman Tawde