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
Critical Thinking
Power BI
Client/Customer Relations
Leadership and management
Coaching and mentoring
Customer focus
Process improvement techniques
Quality metrics monitoring
Multitasking Abilities
Teamwork and collaboration
ISO standards
Training and development
Process improvement
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.