GAURAV PAWAR
Quality Coach
Mumbai
Summary
Highly motivated professional seeking a full-time position to utilize interpersonal skills, effective time management, and problem-solving expertise. Strong communication abilities and experience working well in a team environment. Proven track record of successfully managing multiple tasks and meeting deadlines, confident in making a positive impact in a dynamic work setting.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
3
3
Languages
3
3
Certificates
Work History
QUALITY COACH
First Advantage
09.2024 - 01.2025
- Conducting the end-to-end audits of the associates who perform BGV for candidates applying for job in Canada and the US as per client preferences
- Cross-verify if associates have entered appropriate verified data into the system
- Review and audit the information published by the associate in the final report with efficiency while maintaining accuracy
- Conduct 1-on-1 sessions and give feedback to the associates in terms of quality
- Create & assign PKT to associates to understand their knowledge in terms of process development
- Conduct RCA on the data discrepancy and take preventive measures
- Conduct monthly calibration sessions and provide necessary inputs
- Share necessary information to update the database in case of any changes/corrections
- Assigning audits via Randomizer to LOBs and validating if assigned audits are audited
- Quality Analysis
- Leadership and management
- Communication
SR. BGV SPECIALIST/QUALITY COACH
Sterling IT Resources
01.2019 - 09.2024
- Handling the end-to-end background verifications of the candidates applying for jobs in Canada and the US as per client preferences
- Enter appropriate verified data into the system and generate reports
- Review and audit the information and give out the final report with efficiency while maintaining accuracy
- Completing the day-to-day tasks of clearing all the emails from clients with full and accurate resolution
- Conduct 1-on-1 sessions and give feedback to the new joiners
- Mentor new joiners and conduct regular quality checks
- RCA on the data discrepancy and take preventive measures
- Search the web to find the listings of universities, colleges, companies, and media sanctions
- Follow quality guidelines and achieve the targets set by the team lead
- Share necessary information to update the database in case of any changes/corrections
- Resourceful Specialist offering expertise in problem-solving, data analysis and customer service
- Adept at quickly learning new technologies and proven track record of successfully managing projects
SR. ASSOCIATE CS INTERNET/RTA
Sutherland Global Services
09.2015 - 09.2018
- Handling and monitoring the real-time incoming call volume and queues of the process
- Working on fetching the daily reports of Attendance, Breaks & AHT of the agents working in the organization
- Schedule adherence and Shrinkage reports of the agents working in the organization
- Take part in Calibration sessions and provide inputs
- Conduct 1ON1 sessions and give feedback to the agents
- Worked as an SME for a year and handled the queries of the agents in the absence of the Team lead
- Reaching out to delivery agents for customers' queries related to product delivery delay and damage
- Initially started as a CS Executive and handled calls of the customers and solved the queries related to the product ordered through Amazon
Education
Bachelor of Science - Information Technology
Mumbai University
Mumbai, Maharashtra 04.2018 - 09.2024
Timeline
QUALITY COACH
First Advantage
09.2024 - 01.2025
SR. BGV SPECIALIST/QUALITY COACH
Sterling IT Resources
01.2019 - 09.2024
Bachelor of Science - Information Technology
Mumbai University
04.2018 - 09.2024
SR. ASSOCIATE CS INTERNET/RTA
Sutherland Global Services
09.2015 - 09.2018
Skills
MS Excel/MIS/RTA
Certification
Java Fundamentals
Languages
English
Hindi
Marathi
Disclaimer
I hereby declare that all the above information is provided by me and they are true to the best of my knowledge and belief.
Declaration
- Father's Name: Late. Mr Santosh Pawar
- Date of Birth: 08/11/95
- Gender: Male
- Nationality: India
- Marital Status: Married
Disclaimer
I hereby declare that all the above information is provided by me and they are true to the best of my knowledge and belief.
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