GINU GEORGE K
Sr. Officer - Process Quality - I
Bangalore
Summary
Quality Assurance Professional with over 8 years of experience in the BPO and financial services sectors. Currently serving as a Senior Officer - Process Quality-I at Mphasis, specializing in call monitoring, compliance auditing, and performance coaching. Proven track record of enhancing service delivery metrics (SLAs) and boosting agent productivity through data-driven feedback and calibration. Expertise in managing client relationships and facilitating multilingual communication in English, Hindi, and several South Indian languages highlights a commitment to excellence in service quality.
Overview
10
10
years of professional experience
2
2
Languages
Work History
SR.officer-Process Quality-I
Mphasis LTD, Bangalore
07.2022 - Current
- Monitor and evaluate Order tickets to assess agent’s service level standards and evaluations of client orders.
- Understand the priority of the organization and evaluate order behaviors for regulatory compliance and adherence to policy.
- Provided customer feedback and internal compliance feedback to management also improve the quality of services provided.
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and agent productivity
- SLA Tracking and reporting and analysis of service delivery performance metrics.
Quality Analyst
Altruist Technologies Pvt LTD, Bangalore
02.2020 - 07.2022
- Monitor and evaluate calls to assess agent’s service level standards and evaluations of client calls.
- Conduct monthly calibration sessions with the team leaders and fellow customer service agents. Encourage good practices and shared best practices.
- Understand the priority of the organization and evaluate call behaviors for regulatory compliance and adherence to policy.
- Provided customer feedback and internal compliance feedback to management also improve the quality of services provided.
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
- SLA Tracking and reporting and analysis of service delivery performance metrics.
Customer relationship officer
Hinduja Global Solutions, Bangalore
01.2018 - 01.2020
- Manage quality communication in customer support and product representation for each client.
- Successfully interact with customers and retail buyers to expedite orders.
- Guarantee positive customer experiences and resolve all customer complaints/redirected them to appropriate departments
- Built and maintained relationship with clients and business partners and thereby implementing customer retention.
- Managing client relationships to build a reputation for excellent service and generate long term business.
- Maintain complete and accurate customer correspondence data.
- Manage and train resources to ensure quality and consistency of service to customers.
- Speaking to customers, understanding their queries, providing empathy and the best possible resolution.
- Lodging complaints and raising requests.
- Onboarding new hires to the process and efficiently transition their ramp period. Manage and train resources to ensure quality and consistency of service to customers.
Financial service consultant
ICICI PRUDENTIAL LIFE INSURANCE COMPANY LTD, Bangalore
06.2016 - 10.2017
- Regularly prospect and generate new business through leads, referrals and cold calling.
- Responsible for counseling prospects and policyholders on coverage, limits and regulations for effective customer service practices.
- Manage all phases of the sales cycle—from prospecting to close and follow-up support. Represented a full line of insurance and financial products, serving as a trusted advisor to individuals.
- Provided sound financial, insurance and wealth-management services to protect and grow client assets.
- Analyze clients current insurance policies and suggest additions or other changes.
- Utilized a consultative sales approach to sell insurance policies to prospective policyholders by providing rate quotes and coverage information at competitive rates.
Education
B.COM - Human Resources Management
Krupanidhi Degree College
Bengaluru, India 04.2001 -
Skills
Work coordination
Team collaboration
Report writing
Emergency response coordination
Timeline
SR.officer-Process Quality-I
Mphasis LTD, Bangalore
07.2022 - Current
Quality Analyst
Altruist Technologies Pvt LTD, Bangalore
02.2020 - 07.2022
Customer relationship officer
Hinduja Global Solutions, Bangalore
01.2018 - 01.2020
Financial service consultant
ICICI PRUDENTIAL LIFE INSURANCE COMPANY LTD, Bangalore
06.2016 - 10.2017
B.COM - Human Resources Management
Krupanidhi Degree College
04.2001 -