Hi, I’m
Gokul Singh
Delhi
Summary
Motivated Quality Analyst with four years of experience, recognized for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organized with excellent leadership and team-building record.
Overview
7
years of professional experience
Work History
Mattsen Kumar ServicesGurgaon, Haryana
Quality Analyst
03.2020 - Current
Job overview
- Conducting live call audits to ensure adherence to quality standards and provided real-time feedback to agents.
- Implementing random call auditing processes to maintain and improve service quality.
- Participating in call listening activities with Operations and Training teams to identify areas for improvement.
- Collaborating with Operations and clients for call calibration sessions, ensuring alignment on quality standards.
- Conducting random quality sessions with evaluators to ensure consistency in assessment.
- Performed daily dip checks to assess awareness levels and compliance with established protocols.
- Providing feedback adherence sessions to enhance overall site scores.
- Conducting quality sessions with trainees to facilitate a smooth transition into the production environment.
- Maintaining and generating various reports, including audit reports, dispute reports, process update trackers, internal calibration trackers, external calibration trackers, and process knowledge tests & dip check reports.
Radical minds Technologies Pvt Ltd
Customer Care Executive
06.2018 - 08.2019
One point one Solution Pvt Ltd
Customer Care Executive
09.2016 - 10.2017
Education
Kumaun University Nainital Haldwani, Uttarakhand
Bachelor of Arts
Skills
- Excellent analytical and logical interpersonal skills
- Data reporting
- Process monitoring
- Calibration checks
- Excel proficiency
- Punctual
- Positive attitude
- Team player
- Leadership
- Problem-solving
Languages
English
Hindi
Personal Information
- Father's Name: Narayan Singh
- Date of birth: 12/11/90
- Nationality: Indian
- Marital Status: Married
Custom
- MBA in H.R. from Uttarakhand Open University (2016)
- Graduation B.A. from Kumaun university Nainital (2010)
- 12th passed from U K Board (2007)
- 10th passed from U K Board (2005)
Timeline
Quality Analyst
Mattsen Kumar Services
03.2020 - Current
Customer Care Executive
Radical minds Technologies Pvt Ltd
06.2018 - 08.2019
Customer Care Executive
One point one Solution Pvt Ltd
09.2016 - 10.2017
Kumaun University Nainital
Bachelor of Arts
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