Manjunath Madivalar
Bangalore
Summary
Quality Analyst with 3.3 years of industry experience. Skilled in conducting quality assessments and implementing process improvements to ensure high-quality service delivery. Proficient in using quality management tools to drive continuous improvement. Strong analytical and communication skills, fostering effective collaboration across teams to achieve organizational goals.
Overview
3
3
years of professional experience
Work History
Quality Analyst
Jupiter Money
Bangalore
11.2021 - 04.2024
- Monitor customer interactions across various channels (calls, emails, chats)
- Identify areas for improvement through root cause analysis and collaborate with stakeholders to implement corrective actions
- Assist in improving Business Quality (BQ), Overall Quality, Repeat, and Customer Satisfaction
- Train new hires on Zero Tolerance policies, Quality Metrics, and Parameters
- Conduct mock call/email/chat sessions to enhance agent understanding and improve customer experience
- Organize weekly calibration sessions across different Lines of Business
- Maximized the effectiveness of calibration sessions through collaboration with Operations and Training teams
- Generate comprehensive reports on quality metrics, highlighting trends and areas of concern for management review.
- Provided guidance on how best to resolve customer inquiries or complaints quickly and effectively.
- Analyzed trends in customer service issues identified through call monitoring activities.
- Maintained up-to-date records of all monitored calls, including audio recordings, notes, and other relevant data points.
- Created training materials for new hires related to call monitoring techniques and best practices.
- Monitored live calls with customers and provided instant feedback to agents as needed.
- Performed root cause analysis on customer complaints related to poor quality of service from agents during a call interaction.
Technical Support Executive
Tesco
Bangalore
07.2021 - 11.2021
- Provide timely and accurate technical assistance to customers via phone, email, or chat
- Resolve customer issues efficiently to ensure a positive customer experience
- Demonstrate strong problem-solving abilities to resolve complex technical issues efficiently
- Utilize critical thinking skills to identify root causes and implement appropriate solutions
- Proficiency in using various software applications, operating systems, and troubleshooting tools
- Familiarity with remote desktop applications and give resolution on the call
- Collaborate with other team members and departments to escalate unresolved issues and ensure timely resolution
- Work cooperatively in a team environment to achieve common goals and targets.
Education
Bachelors of Commerce -
Capital University
Jharkand06-2022
PUC - Commerce
Global College
Dharwad, KA04-2016
SSLC -
St. Michaels High School
Hubli, KA04-2013
Computer Course -
Professional Computer Academy
Skills
- Call Monitoring
- Feedback
- SST
- Active Listening
- Defect resolution
- Time Management
- Workload Management
- Effective Communication
- Teamwork and Collaboration
- Customer Focus
- Quality Improvement
- SOP Development
- Quality processes
- Audit processes
- Continuous Improvement
- Correction action planning
Training
- Effective Communication Skills.
- Leadership & Team Building.
- Time Management & Prioritization.
- Stress Management and Resilience
- Conflict Resolution and Negotiation
- Cultural Sensitivity and Diversity Training
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Kannada
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2
Tamil
Intermediate (B1)
B1
Personal Information
- Date of Birth: 10/13/96
- Marital Status: Unmarried
Timeline
Quality Analyst
Jupiter Money
11.2021 - 04.2024
Technical Support Executive
Tesco
07.2021 - 11.2021
Bachelors of Commerce -
Capital University
PUC - Commerce
Global College
SSLC -
St. Michaels High School
Computer Course -
Professional Computer Academy
Similar Profiles
Shine RajShine Raj
Quality Manager at Jupiter MoneyQuality Manager at Jupiter Money
K. K. CHINNAPPAK. K. CHINNAPPA
General Manager- Customer Operations at Amica Financial Technologies Pvt Ltd (Jupiter Money)General Manager- Customer Operations at Amica Financial Technologies Pvt Ltd (Jupiter Money)
Mohammed AzamMohammed Azam
Risk Analyst / SME Banking product at Jupiter MoneyRisk Analyst / SME Banking product at Jupiter Money