Madhu Kabra

• Enhanced Knowledge Sharing:

Improved internal knowledge sharing by developing comprehensive documentation for standard operating procedures, fostering efficiency and consistency across tasks.

• Resource Allocation Optimization:

Optimized resource allocation through meticulous cost-benefit analyses on potential investments, ensuring strategic utilization of organizational resources.

• Operational Cost Reduction:

Successfully reduced operational costs by conducting thorough analysis of vendor performance metrics and negotiating contracts, achieving cost savings without compromising quality.

• Custom Software Solutions Development:

Developed tailored custom software solutions addressing specific organizational needs, resulting in significant time and cost savings, and enhancing overall operational efficiency.

• Category Creation and Validation:

Proficiently create, refine, and validate categories using Call Miner within defined timelines, ensuring precision and accuracy.

• End-to-End Project Management:

Exhibit comprehensive project management skills, overseeing the entire project lifecycle from requirement gathering, scoping, and estimation to resource allocation, ROI estimation, and final client readout.

• Client Engagement:

Actively participate in client calls to discern customer needs and expectations, emphasizing a client-centric approach.

• Reporting and Dashboards:

Create sampling reports, dashboards, and category definition documents for projects, ensuring comprehensive project documentation.

• Call Detail Analysis:

Perform full call detail analysis and expert-level call study setup, showcasing a deep understanding of call data.

• Category Creation and Validation:

Proficiently create, refine, and validate categories using Call Miner within defined timelines, ensuring precision and accuracy.

• Score Activation:

Successfully activate scores in Call Miner, demonstrating a strategic application of analytical insights.

• End-to-End Project Management:

Exhibit comprehensive project management skills, overseeing the entire project lifecycle from requirement gathering, scoping, and estimation to resource allocation, ROI estimation, and final client readout.

• Documentation Excellence:

Develop scoping documents and estimation trackers for new projects, showcasing meticulous planning and organizational skills.

• Client Engagement:

Actively participate in client calls to discern customer needs and expectations, emphasizing a client-centric approach.

• CDL Tracker Creation:

Generate CDL trackers for call listening, showcasing a systematic approach to data tracking and analysis.

• Reporting and Dashboards:

Create sampling reports, dashboards, and category definition documents for projects, ensuring comprehensive project documentation.

• Knowledge Sharing:

Share pertinent findings and observations while working on categories, contributing to team knowledge and collaborative problem-solving.

• Performance Review Artifacts:

Develop scorecards and presentation decks for monthly performance reviews, displaying analytical acumen and communication skills.

• Business Review Presentations:

Assume responsibility for creating and developing presentation decks for business reviews, reflecting professionalism and attention to detail.

• Call Detail Analysis:

Perform full call detail analysis and expert-level call study setup, showcasing a deep understanding of call data.

• Continuous Improvement Initiatives:

Attend self-improvement trainings and actively conduct self-improvement training sessions within the team, demonstrating a commitment to professional growth.

• Team Leadership:

Effectively manage newer and junior analysts, contributing to team cohesion and skill development.

• Training Program Coordination:

Conduct training sessions for junior analysts, facilitating knowledge transfer and skill enhancement within the team.

• Client and Operations Target Achievement:

Successfully assisted clients and operations teams in achieving their targets, contributing to overall organizational success.

• End-to-End Quality Team Management:

Demonstrated proficiency in handling the entire spectrum of tasks for the Quality team, ensuring seamless and efficient operations.

• Business Review Deck Creation:

Developed impactful business review decks, showcasing a strategic understanding of key performance indicators and business metrics.

• QA Roster Management:

Efficiently prepared rosters for Quality Assurance (QA) team members, effectively managing week-offs and paid leaves for optimal team performance.

• Calibration Report Preparation:

Generated precise calibration reports, maintaining consistency and accuracy in quality evaluations across the team.

• TMCT Development:

Created Transaction Monitoring Control Tracker (TMCT) to monitor and gauge timely completion of assigned tasks for QA team members.

• Call Listening and Reporting:

Conducted insightful call listening sessions and prepared detailed reports, contributing to ongoing quality improvement initiatives.

• Repeat Defaulter Intervention:

Ensured appropriate interventions for agents displaying repeat deficiencies, fostering continuous improvement in performance.

• TNI Preparation:

Developed Training Needs Identification (TNI) for floor advisors and bottom quartile agents, addressing skill gaps and supporting professional growth.

• Root Cause Analysis Expertise:

Produced comprehensive root cause analysis reports, identifying and addressing underlying issues affecting quality and performance.

• Self-Call Taking Target Achievement:

Successfully met monthly self-call taking targets and ensured alignment with similar targets for QA team members.

• Audit Planner Development:

Created effective audit planners and delegated targets to QA team members, ensuring thorough quality assessments.

• One-on-One Coaching Sessions:

Conducted impactful one-on-one coaching sessions with QA team members, providing personalized feedback for continuous improvement.

• Custom Report Generation:

Developed various required reports, showcasing versatility and proficiency in data analysis and presentation.

• New Hire Training Management:

Successfully conducted new hire training batches, ensuring comprehensive onboarding for new team members.

• OJT and Nesting Oversight:

Effectively managed On-the-Job Training (OJT) and Nesting processes for new hires, fostering a smooth transition into operational roles.

• Batch Schedule Adherence:

Ensured adherence to batch schedules, maintaining efficiency and meeting training timelines.

• Batch and Certification Throughput Management:

Managed batch and certification throughput, ensuring successful completion within defined timelines.

• TNI Deck Preparation and Training Sessions:

Prepared Training Needs Identification (TNI) decks and conducted training sessions for the entire floor, contributing to ongoing skill development.

• Product Knowledge Test Implementation:

Executed product knowledge tests for the entire floor, providing insights through detailed reports and contributing to continuous learning.

• Call Listening and Calibration Participation:

Actively participated in call listening and calibration sessions, ensuring quality standards and consistency in evaluations.

• Coaching and Feedback for OJT:

Provided coaching and feedback for On-the-Job Training (OJT) in situations of short headcounts, ensuring continuous improvement.

• Monthly Self-Call Taking Target Achievement:

Successfully achieved monthly self-call taking targets, demonstrating proficiency in call handling and communication skills.

• Briefings on New Updates:

Conducted briefings on new updates, ensuring the team is well-informed and aligned with organizational changes and developments.

• Call Evaluation Coaching:

Provided comprehensive coaching and feedback on call evaluations for all agents, ensuring continuous improvement in performance.

• Floor Awareness Dip-Checks:

Conducted dip-checks to assess floor awareness of new updates, ensuring that the team remains informed and aligned.

• Daily Feedback for BQ Agents:

Shared daily feedback with bottom quartile (BQ) agents, actively tracking their performance and implementing improvement strategies.

• Monthly Self-Call Taking Target Achievement:

Successfully completed monthly self-call taking targets, demonstrating proficiency in call handling and communication skills.

• Quality Session in New Batches:

Conducted quality sessions for new batches, educating associates on quality parameters and setting expectations.

• Product Process Awareness Dip-Checks:

Conducted dip-checks in batches to assess product process awareness, ensuring alignment with organizational standards.

• Weekly Improvement Ideas Submission:

Shared weekly process and product improvement ideas with management, contributing to continuous enhancement of processes.

• Mock Sessions for New Hires:

Conducted mock sessions for new hire associates, facilitating their acclimatization to real-world scenarios and enhancing their preparedness.

• Briefing Sessions with Aligned Team:

Conducted briefing sessions with the aligned team, setting expectations and fostering a collaborative and goal-oriented work environment.