Jyoti Chauhan
Vadodara
Summary
Experienced management professional attuned to the ever demanding and challenging field of operations. Over 14 years+ of experience in management with excellent team building abilities and strong leadership skills. Consistently demonstrate exceptional knowledge and sound decision-making abilities in the following areas: Team Building & Developing Staff Statistical Analysis Client focus & Communication Performance Management Strategic Planning Problem Analysis & Resolution Quality Improvement
Overview
15
15
years of professional experience
Work History
Quality Manager
Cogent E Services LTD
04.2019 - 08.2025
- Managed quality and training for OB retention and IB desk across Vadodara, NOIDA, and Mangalore locations
- Project plan for adequacy of tailoring, process, identification of metrics, defect prevention planning and collection of data
- Assisted project teams in identifying and implementing new processes.
- Provide training to practitioners in implementing quality system changes.
- Reviewing project performance reports and updating them on project data bank
- Collated quality-related data for PDMR, analyzed errors, and initiated corrective and preventive actions
- Identifying quality issues before work product is delivered to the customer.
- Identified root causes of processes and provided inputs to operations team for implementation and performance improvement
- Identify the BQ agents helping them with refresher and monitoring their performance to ensure they come out from the BQ bucket.
- Provided technical support at Tata Sky.
Quality Analyst
Vertex BPO
06.2015 - 01.2019
- Project plan for adequacy of tailoring, process, identification of metrics, defect prevention planning and collection of data.
- Providing adequate assistance to project teams in identifying and implementing new processes.
- Provide training to practitioners in implementing quality system changes.
- Reviewing project performance reports and updating them on project data bank
- Collating quality related data for PDMR, obtaining and analyzing errors and initiate corrective and preventive action
- Identifying quality issues before work product is delivered to customer.
- (Tata Sky, Vodafone)
Customer Relationship Executive (Operations)
Serco BPO Ltd
06.2012 - 05.2015
- Later promoted as QA in the year of August 2013 (Videocond2h)
- Managing the Contact Centre quality of my span.
- Escalation of unresolved complaints to various departments and communication of their resolution to customers.
- To minimize process deviations and identify any non standard patterns in performance to achieve greater customer satisfaction.
- Involvement in training process for new joiners.
- Co-ordination with MIS Team in Preparation of different reports checking the formats for reports required by client.
- Coordinate with other departments to ensure effective customer delivery.
- Training, mentoring and motivating team members on process parameters
- Ensuring amicable team relations and achieving organizational goals by enhance efficiency.
- To identify and ensure complete adherence to the call handling and flag any anomalies quickly for smooth running of business.
- (Dehradun)
Customer Relationship Executive (Operations)
ADI BPO
07.2010 - 05.2012
- Taking inbound calls, coordinate with reporting team leader in high call flow
- Acting as Single Point Of Contact for the team in absence of Team Leader
- Maintaining & Achieving Good c-sat scores.
- Providing FTRs & Raising SR (NFTR) on call.
- Monitoring the calls, Emails and share timely feedback Responsible for achieving daily and monthly audit targets with assigned call quality
- Attending Internal & External Call Calibration
- Sharing valuable inputs for process improvement
- Finding Value Adds and Non Non-Value Adds
- Conducting Pre & Post shift briefings
- Preparing TNIs and send them to Training Team
- Escalations revert
- BQ Management
- Identifying process & product gaps and get them resolved with the help of client
- (Dehradun)
Education
Graduate -
MJP Ruhilkhand Univ.
01-2007
Intermediate -
U.P Board
01-2004
High School -
U.P Board
01-2002
Skills
- Quality assurance
- Process improvement
- Data analysis
- Defect prevention
- Quality training
- Customer satisfaction
- Performance management
- Metrics identification
Personal Qualifications
- Graduate, MJP Ruhilkhand Univ., Moradabad, 2007
- Intermediate, U.P Board, 2004
- High School, U.P Board, 2002
Corporate Training
- Trained the Trainer (TTT)
- Presentation Skills
- People Management
- How to Motivate Self and Others
- Business Etiquette
- Effective Communication
- Software Configuration Management
- Time Management
Awards
- Rising Star of the Month (For Best CSR)
- Best performer of the month (For Best QA)
- Serco Star (for Best QA)
Hobbies and Interests
Reading books
Disclaimer
I hereby state that all the information mentioned above is true to the best of My knowledge.
Summary Of Experience
Experienced management professional attuned to the ever demanding and challenging field of operations. Over 14 years+ of experience in management with excellent team building abilities and strong leadership skills. Consistently demonstrate exceptional knowledge and sound decision-making abilities in the following areas:, Team Building & Developing Staff, Statistical Analysis, Client focus & Communication, Performance Management, Strategic Planning, Problem Analysis & Resolution, Quality Improvement
Personal Information
- Father's Name: Shri Brahm pal singh Chauhan
- Date of Birth: 01/26/88
Languages
- English
- Hindi
Timeline
Quality Manager
Cogent E Services LTD
04.2019 - 08.2025
Quality Analyst
Vertex BPO
06.2015 - 01.2019
Customer Relationship Executive (Operations)
Serco BPO Ltd
06.2012 - 05.2015
Customer Relationship Executive (Operations)
ADI BPO
07.2010 - 05.2012
Graduate -
MJP Ruhilkhand Univ.
Intermediate -
U.P Board
High School -
U.P Board