Malini Chandran

*Responsible to perform procedural audits on voice, chat and email process. And provide feedback via reports and evaluation form.
*Working on Teams Productivity report and send it across the teams on weekly basis.

*Working on Stack performance report, monthly basis.

*Audit the Auditor - Auditing the QA's to validate if the correct mark downs was made as per the matrix.

*Master Audit - Auditing the Auditor who audited the QA by meeting the process correctly as per the matrix.

*Provide tips and trends report which included progress of 20 plus agents on weekly basis to supervisors which helped to minimize errors.

*Methodical preparation of a report of service center and agent performance details which include observations and recommendation based on the Performance of the Agents.

*Calibration meet with the partners every Tuesday and Wednesdays.

*I was the first one to step into the Pilot batch of QA team.

*Learnt the Audit process from US partners and created the process document and flow charts.

*Audited 60 calls/chats/emails a day.

*Trained the new associates who was joining the team.

*Fixing errors when issue occurred by connecting with partners.

*Addressed the Compliance part, card details recorded on the call and how can we get that off call.

*Shared new options that can be added.

*New Process/Team in the company, created every single process from scratch and documented.

*Use to serve 100+ customers in a day via Chat.

*Escalate to partners when new issue occurred so that a fix is made on priority basis for customers ease.

*During Peak(volumes) extended and worked with 140+ customers via chat.

*I was awarded and appreciated for the customer excellence and had given a opportunity to handle the new pilot batch called QA team. And I was promoted as QA Analyst.

*Price Points to be set up on the system for JC Penney Stores (P1, P2, P3, P5 Price Points).
*Analyze different price levels based on the promotions.
*Ensure to complete the systemic validation on all store prices.
*Responsible for timely launches across all divisions at JCPenney.
*Priorities & Input data consistently, accurately and to meet deadlines
*Created multiple offers - BOGO offers – (Brand, Department, Class level) DB, BB, Workbench reports and Complex Offers.
*Analyze change in prices and correction of price points in the Pricing tool.