Pankaj Chettri
Mumbai
Summary
Quality Manager with proven expertise in compliance, sales, and customer satisfaction improvement through effective training and process optimization. Strong leadership in managing quality teams, utilizing analytical skills and attention to detail to enhance service quality, drive revenue growth, and improve customer retention rates.
Overview
19
19
years of professional experience
Work History
Quality Manager - Sales & Service
SMFG India Credit Company - Finance
Mumbai
11.2021 - Current
- Managing thirteen quality supervisors, driving the quality standards for sales, retention, escalation, and service departments.
- Implement and monitor quality assurance processes to ensure that sales practices are ethical, compliant with regulations, and meet company standards. This includes reviewing sales calls, documentation, and customer interactions.
- Develop and oversee strategies to improve customer retention by ensuring that the quality of service meets or exceeds customer expectations. This involves analyzing customer feedback, identifying areas for improvement, and implementing corrective actions.
- Ensure that the customer service teams adhere to quality standards by providing training, conducting regular audits, and monitoring performance metrics. The goal is to enhance customer satisfaction and experience.
- Ensure that all processes within sales, retention, complaint management, and customer service comply with relevant financial regulations and standards. This includes conducting regular compliance audits, and risk assessments.
- Drive continuous improvement initiatives by analyzing data, identifying trends, and implementing changes to enhance the quality of sales, retention, complaints, and customer service processes.
- Prepare and present reports on quality performance, customer feedback, and compliance issues to senior management. Use data analysis to make informed decisions, and drive strategic improvements.
- Create quality SOPs and approve them from senior management for better quality delivery.
- Actively working towards QA automation, engaging with AI vendors.
Lead Quality Analyst - Sales and Service
Coverfox Insurance Broking Private Limited -Insurance
Mumbai
01.2019 - 11.2021
- Supervised a team of five quality supervisors. Monitored health and life insurance sales calls to ensure compliance, accuracy, and uphold quality standards.
- Led coaching and feedback sessions to enhance agent and QA performance.
- Conducted call calibration meetings with leaders and advisors to maintain consistency in evaluation.
- Compiled weekly and monthly quality dashboards for performance tracking, and presented reports to senior management for review.
- Developed Training Needs Identification (TNI), and coordinated with the training team for relevant sessions.
- Verified the availability of call recordings during product sales to ensure compliance requirements were met.
- Prepared incentive data based on verified sales, collaborating with the team.
Deputy Quality Manager - Customer Service & NPS
Kotak Mahindra Life Insurance Company Ltd
Mumbai
11.2017 - 12.2018
- Supervised the four Quality Analysts for customer service and complaint departments.
- Managed the NPS pilot process, along with two service recovery Spocs. ACPT analysis and NPS dashboards.
- Prepared quality SOPs to meet the company's quality standards and enhance performance.
- Followed established quality standard procedures to minimize errors and maximize customer satisfaction.
- Conducted calibration sessions and refresher training with the team to maintain consistency.
- Prepared weekly and monthly quality and performance reports for assessment.
- Identified training needs (TNA) for associates, and collaborated with the training team to initiate relevant sessions.
- Conducted root cause analysis (RCA) to diagnose customer dissatisfaction, and proposed solutions to enhance the customer experience.
Lead Quality Analyst - Sales
Uttam Mudra BPO & IT Management Services LLP-International BPO
Siliguri
04.2017 - 09.2017
- Monitored sales calls for Sumo Power, an Australia-based energy company.
- Provided feedback and coaching sessions to improve team sales performance.
- Verified daily product sales and communicated accurate figures to the client.
- Compiled daily, weekly, and monthly quality reports to track team performance.
- Analyzed call disposition data to evaluate production time and sales factors.
- Organized biweekly product knowledge tests to enhance team expertise.
- Participated in weekly sales calibration sessions with the client for alignment.
- Conducted quality refresher sessions to ensure adherence to consistency standards.
Quality Team Leader - Customer Service
WNS Global Services Pvt Ltd- International BPO
Mumbai
02.2010 - 10.2016
- Monitored chats and emails for the UK-based energy company British Gas to enhance delivery accuracy and customer satisfaction.
- Conducted thorough audits of processes to identify loopholes and share insights through reports.
- Delivered feedback to agents while implementing strategies for targeted improvements.
- Facilitated alignment sessions with clients and advisors focused on performance standards.
- Implemented rigorous product knowledge testing and benchmarking for advisor enhancement.
- Identified underperforming agents, providing refresher training to foster better results.
- Prepared comprehensive quality reports on a daily, weekly, and monthly basis for performance tracking.
- Analyzed advisor performance data to create actionable development plans.
Customer Service Professional
Sitel India Pvt Ltd - Domestic BPO
Mumbai
11.2007 - 02.2010
- Managed high volume of daily customer interactions, ensuring resolution and satisfaction.
- Maintained detailed records to track issues and improve response efficiency.
- Trained new associates, promoting adherence to high customer service standards.
- Responded to inquiries via calls and emails, delivering comprehensive product information.
- Implemented strategies to improve customer satisfaction and service quality.
- Provided actionable feedback to management for product and service enhancements.
Sales Executive
Goldiam International Private Limited
Mumbai
04.2006 - 11.2007
- Achieved counter sales revenue targets through strategic techniques and effective rebuttals.
- Evaluated historical data and team performance to set realistic sales targets.
- Secured new customer relationships, meeting service benchmarks successfully.
- Maintained accurate customer records within the database for streamlined operations.
- Guided customers to suitable product selections with courteous assistance.
- Effectively communicated promotional offers to boost sales productivity.
Education
Bachelor of Arts -
North Bengal University
Skills
- Attention to detail
- Analytical thinking
- Problem solving
- Project management
- Process excellence
- Time management
- Training and coaching
- Escalation management
- Leadership
- QC tools
- NPS/CSAT
- Quality SOPs
- Compliance auditing
- Data analysis
- Identifying trends
- Performance metrics
- Root cause analysis
- Regulatory compliance
- Feedback mechanisms
- Customer retention
- Sales and revenue generation
- Service delivery and recovery
- ACPT analysis
- MS Office Tools
Accomplishments
- Implemented a new quality audit methodology at SMFG India Credit Company Limited
- Collaborating with Convin AI and Yellow AI for process automation
- Twice recognized with the prestigious Star Award at Coverfox Insurance Broking Pvt. Ltd.
- Led the development and deployment of the Net Promoter Score at Kotak Life Insurance Company with the vendor Litmus
- Received multiple awards and recognitions for exceptional performance at WNS Global Services, Pvt. Ltd
- Earned multiple awards and recognitions for consistently providing outstanding customer service at Sitel India, Pvt. Ltd.
- Received multiple awards and recognitions for exceptional performance at WNS Global Services, Pvt. Ltd
- Earned multiple awards and recognitions for consistently providing outstanding customer service at Sitel India, Pvt. Ltd.
Hobbies and Interests
- News
- Sports
- Travelling
- Gardening
- Farming
- Cooking
Languages
- English
- Hindi
Personal Information
- Date of Birth: 04-08-1983
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the details furnished in this resume are correct and complete to the best of my knowledge and belief.
Timeline
Quality Manager - Sales & Service
SMFG India Credit Company - Finance
11.2021 - Current
Lead Quality Analyst - Sales and Service
Coverfox Insurance Broking Private Limited -Insurance
01.2019 - 11.2021
Deputy Quality Manager - Customer Service & NPS
Kotak Mahindra Life Insurance Company Ltd
11.2017 - 12.2018
Lead Quality Analyst - Sales
Uttam Mudra BPO & IT Management Services LLP-International BPO
04.2017 - 09.2017
Quality Team Leader - Customer Service
WNS Global Services Pvt Ltd- International BPO
02.2010 - 10.2016
Customer Service Professional
Sitel India Pvt Ltd - Domestic BPO
11.2007 - 02.2010
Sales Executive
Goldiam International Private Limited
04.2006 - 11.2007
Bachelor of Arts -
North Bengal University
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