Hemant Rana

• Speech Analytics - Working as Senior Business Analyst for Nice Nexidia
• Conduct in-depth analysis to resolve a Business problem
• Develop queries using Boolean and temporal logic to deliver the foundation for analysis to objectives agreed with the customer
• Prepare reports, analyze and provide recommendations for the project.
• Share overall analysis results via presentations
• Validate work done by all in the project team
• Internal & external project work to contribute to the growth of analytics services
• Interaction with the Client Engagement Manager for daily updates and project progress
• Interaction with Business partners for project progress updates, follow up and presentations (End to End Project)

Quality Application Used - Nice Nexidia, Power BI, Micro-Strategy - Dossier, Tableau, Advance Excel and PowerPoint

• Meeting the assigned volume and productivity targets as per the project requirements
• Participate in project reviews (internal & external) to contribute ideas towards the overall project objective
• Consistently ensure that quality of evaluations is above threshold
• Writing appropriate feedback / evaluation comments to induce additional value into the final output of the project
• Providing logical linkages of the inferences from project calls to the implications on the client’s problem statement
• Providing specific and actionable insights from customer interactions monitored through various methods
• Participating in project meetings (such as brainstorming session, client calibrations etc.) to contribute ideas towards the overall project objective and final output
• Interacting with the Project Manager for the purpose of reporting performance, as is project status, escalation handling, clarifying concerns, and seeking feedback and support

Quality Application Used - Avaya Nice, Power BI, Advance Excel and PowerPoint

• Leading a team of 15 Quality Evaluators
• Understanding the voice of the client and study goal
• Plan of action with client – Meeting the study goal and executing it within the deadline discussed
• Internal plan of action – Keeping the deadline in mind.
• Managing resources under the supervision like leave, breaks production progress
• Presenting Weekly Business Review and Monthly Business Review
• Seeking, validating and maintaining Value add document
• Monitoring calls – Full audits, mechanized checks
• Coaching feedback and feed forward
• Finalizing the data and preparing slides for presentation.
• Team Development

Quality Application Used - Nice, Advance Excel and PowerPoint

• Monitoring calls for on shore (US) agents with the client expectations.
• Assisting team leader in maintain the team schedule
• Mentoring new Quality Evaluators
• Conducting calibration calls & sharing new updates.
• Making performance report for the team and sharing feedback

Quality Application Used - Nice and Verint

• Resolving customer issues with the client’s expectation.
• Giving feed backs to the new team members as a mentor.
• Supporting new agents in nesting when required.
• Supporting the team members.
• Worked with the WFM (Work Force Management)
• Making schedules for the floor
• Uploading the schedules in the WFM tool