Harsh Rai

1. QA and BAU performance

2. Calibration adherence

3. Basic Hygiene

4. Feedback coverage and threshold adherence

5. Process BQ performance improvement and other activities as per SOP.

• Handling the transactional quality piece of ICICI Securities (Trading) in the role of Quality Analyst
• Instant feedback and Refresher conducted to improve the process Quality
• Quality Induction and Certification for New Joined Conducting 'Dip check' on new products & Update
• Conducting External & Internal Calibration calls Preparing - Daily MTD Quality Report, Coverage Report, Efficacy report for BQ Associates Call Quality & High ACHT, Publishing Activity Calendar, Publishing Weekly Activity Calendar status, TNI Report, Publishing Chronic defaulters Quality parameter & Associates wise, Conducting Briefing, Mock call & Call Listening session for grooming associates
• Conducting Client call listening to make new strategies & process suggestions with reference to the process
• Sharing weekly Synopsis with operations on Opportunity Loss (sale)

• Doing RCA for Poor call Quality
• Conducting dip check to find the briefing efficacy
• Analyzing the root cause of errors- Agents wise/Call type wise etc
• Sending the briefing points on daily basis
• Providing refresher training to the floor
• Auditing calls and providing timely feedback to the agents
• Conducting internal calibration with the operations and training team