Kiran Dhiman
A708 Sai Saroj Society,Ganesh Nagar, Ravet
Summary
Results-driven IT Analyst with a proven track record at Tata Consultancy Services, excelling in quality assurance and incident management. Expert in data analysis and process improvement, I successfully led initiatives that enhanced service metrics and team performance. Adept at coaching and fostering collaboration, I deliver impactful reports that drive operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Analyst
Tata Consultancy Services (TCS)
Pune
11.2024 - Current
- Monitored and evaluated interactions, ensuring adherence to quality assurance standards.
- Reviewed incident tickets for compliance with documentation, categorization, and prioritization standards.
- Led calibration sessions with management to standardize scoring and quality application across teams.
- Analyzed KPIs related to quality, including CSAT, FCR, and MTTR performance metrics.
- Identified recurring issues and process inconsistencies through audit data analysis.
- Created and presented comprehensive reports on quality performance and areas needing improvement.
- Provided one-on-one feedback and coaching to enhance Service Desk Agent performance.
- Collaborated with training department to develop targeted programs addressing identified skill gaps.
Quality Analyst
Allstate Solutions Pvt Ltd.
03.2018 - 09.2024
- Conducted daily audits and quality checks for Track A and four additional tracks, ensuring compliance with policy and regulatory standards.
- Initiated two Root Cause Problem Solving projects, significantly reducing appointment rejections and improving overall SLA compliance.
- Managed team quality and productivity targets, providing coaching through live and recorded call reviews to enforce best practices.
- Prepared management reports, team reports, leave trackers, rosters, and collated End-of-Day data for MIS calculation.
- Served as Support Staff during new process implementations, training processors to achieve targets effectively.
- Cross-skilled in QA across five tracks, enhancing operational efficiency and consistency in quality checks.
- Facilitated feedback sessions for agents to improve performance metrics aligned with quality standards.
- Led initiatives to eliminate work duplication, streamlining workflow across processes.
Senior Associate
ADP Pvt Ltd.
04.2015 - 12.2017
- Created dashboards according to client specifications.
- Analyzed data to ensure timely updates of Service Metrics Dashboard.
- Managed case assignments and queue operations using Citrix and Siebel.
- Monitored team performance, work allocation, and provided consistent feedback.
- Prepared monthly KPI reports on Activity, Accuracy, and Timeliness for client discussions.
- Trained new employees as a subject matter expert in operational processes.
- Maintained and updated SRF standard payroll report from ADP Streamline regularly.
- Generated and distributed daily MIS reports to Reporting Manager.
Education
Bachelor of Computer Applications - Computer Applications Development
Pune University
Pune07-2014
Higher Secondary Certificate -
Maharashtra Board of Higher School Education
Pune07-2009
Secondary School Certificate -
Maharashtra State Board of Higher School Education
Pune06-2007
Skills
- Quality assurance
- Incident management
- Excel and PowerPoint
- Coaching skills
- Microsoft Word and Sway
- System handling and data analysis
- Problem solving and critical thinking
- Flexibility and multitasking
- Quick learning and observational skills
- Report design and quality assurance
- Detail orientation and teamwork
- Computer proficiency and software knowledge
- Process improvement
- IT Governance
Certification
- Aida level -1
- ITIS course in BSAM
- Advanced Excel
- Learning Microsoft Power BI Desktop
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 07/11/1990
- Gender: Male
- Marital status: Married
Accomplishments
- Mountain climber award (TCS)
- Spot award for creating an external error dashboard (Allstate Solutions)
- Star of the Quarter (Allstate Solutions)
Timeline
IT Analyst
Tata Consultancy Services (TCS)
11.2024 - Current
Quality Analyst
Allstate Solutions Pvt Ltd.
03.2018 - 09.2024
Senior Associate
ADP Pvt Ltd.
04.2015 - 12.2017
Bachelor of Computer Applications - Computer Applications Development
Pune University
Higher Secondary Certificate -
Maharashtra Board of Higher School Education
Secondary School Certificate -
Maharashtra State Board of Higher School Education