Kumar Mailammanavar

Byjus Think And Learn

Bengaluru, Karnataka

10.2020 - Current

Perform call/chat monitoring and responsible for assessing the quality of the performance of our associates who deal with our existing and potential customers.
Ensure that Standard Operating Procedures (SOPs) are always followed to deliver consistent service internally and to all customers .
Participate in calibration & ensure that the variance remains under control within the limit.
Monitored KPIs to proactively address bottlenecks and quality issues.
Analyze the root causes of the defects identified through the audits using basic quality tools and report them immediately.
Identify and give constructive feedback on agent shortcomings in soft skills and process knowledge.
To take briefings and hurdle sessions regularly based on audit findings.
Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
Identify areas for improvement in sales techniques, product knowledge, and learner interactions.
Conduct the test to know about the process knowledge such as DIP check, TNA, TNI, PKT.
Generating daily, weekly, and monthly quality reports, maintaining the agent's performance reports, and creating dashboards.
Conduct regular training sessions and workshops to enhance the skills and knowledge of sales team members.
Knowledge on 7QC tools, BQM, Microsoft excel, and Power point presentation.
Knowledge on SLA, AHT, Shrinkage, Attrition, Roaster Planning, CSAT, NPS, Quality Parameters.