Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Work Preference
Timeline
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Pankaj Joshi

SR Quality Analyist
New Delhi,DL

Summary

Young, energetic, and talented professional seeking a challenging position in an organization that fosters a positive and enjoyable work environment. Motivated to utilize knowledge, capabilities, and skills to contribute to the achievement of the company\'s mission and objectives. Over 5 years of experience as a Team Manager with a strong passion for implementing agility in product and project development. Expertise includes client handling, dashboards, matrix reports for process improvement, assignment of calls, and effectively managing escalated cases. Dedicated to driving processes smoothly within SLA and TAT compliance, while continuously seeking opportunities for learning and development.

Overview

10
10
years of professional experience
3
3
Certificates

Work History

Assistant Manager

Walter Bushnell
Gurgao, Haryana
02.2024 - 05.2025
  • Collect and analyze data related to the collection process to identify trends and areas for improvement.
  • Prepare and present quality reports and documentation to management.
  • Provide training to employees on quality assurance procedures and best practices.
  • Ensure that all team members are aware of and adhere to quality standards.
  • Stay updated on relevant laws and regulations to ensure the collection process complies with legal requirements.
  • Implement changes to the process as needed to maintain compliance.
  • Develop strategies to improve the efficiency and effectiveness of the collection process.
  • Implement preventive actions to eliminate potential sources of errors.
  • Ensure the availability of necessary tools and resources, including calibrated measuring equipment.
  • Manage the quality assurance team and coordinate with other departments to achieve quality objectives.
  • Ensure that the collection process meets customer expectations and enhances customer satisfaction.
  • Address and resolve any quality-related issues that may arise.
  • Maintaining the Good call Tracker. To audit the call and check dose it met all the parameters to be good call. And share the calls with the client.
  • Maintaining Critical Feedback Tracker. To check have followed the process in each and every critical audits.
  • Maintaining Service recovery Tracker. To check service recovery has been done or not and assigned the service recovery to the operation so that they can arrange call back to the customer.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.

SR Quality Analyst

Cloud 360 Degree PVT LTD.
01.2023 - 08.2023
  • Audit the deal and data which is filled by the sales Team and high light the points which needs to be updated in the sales force.
  • Worked on Sales force CRM - and have good experience in sales force.
  • Handling partner portal of our company so that we can maintain the position of platinum partner with salesforce.
  • Auditing the calls and chats of the sales Team.
  • Auditing the Mail and sharing the feedback with Agent according to their performance.
  • Creating Report and Dashboard for the Team so that we can check how much Target is achieved by the team.
  • Assigning the Marketing leads to the sales team so that they can coordinate with leads and get some new business.
  • Coordinate with Account Manager and sales representative for the Due payments from the client.
  • Quarterly Target discussion with Heads of every department. And set a reminder call every month so that they can achieve their targets on time.
  • CSAT - form after deployment of the project and coordinate with BA and resource/ Developer and highlight CSAT scores to management.
  • Coordinate with BA and Developer to deploy the project on time.
  • Coordinate with Delivery team to make sure and deliver the project on time.
  • Coordinate with Resource management Team so that can hire a resource according to the Project requirement.
  • Coordinate with Finance team to take legal action on bed debt and collect the payment on time.
  • Coordinate with sales force Admin team to update and delete the data.
  • Weekly meeting with my team to assignee the weekly task and manage the data in the sales force org.
  • Data Analysis on marketing lead are they working or not on time.

Team Lead ( PIC )

HCL TECHNOLOGIES LTD.
01.2020 - 01.2023
  • Sample distribution: Assigning the Targets to the team / QA to audit the calls.
  • Handling client escalation: To assign the particular call to the QA and ask to share their observation and root cause. And share the feedback with the particular agent.
  • Reconciliation and Adherence: Preparing the data week on week to check the targets are met or not for the QA.
  • Daily Feedback pendency report. Collecting and collating the data to check QA pending feedback. For the different region and location so that it can be accepted on within time frame so that it may not impact the project controller.
  • Monthly Feedback Acceptance Report.
  • (SLA) Service level Accuracy report: Preparing the data to check Are we completing 1% monitoring of the forecasting calls and what is our AQS (Average quality scores).
  • Empathy Dash Board. Maintaining the empathy dash board week on week to check which agent is scoring less than 85% in Professionalism.
  • So according to the data we arrange soft skill training, Call listening session with and agent and QA feedback.
  • 2nd level defect Analysis. Preparing the data to check on the particular point we have to work on the agent.
  • TM session. (Transaction Monitoring) To share the documented knowledge of the process to agent so that should have awareness of the process.
  • Quality calibration with QA. To conduct a session with QA and check are we calibrated or not.
  • Auditing the calls. Calls of the Agent which is assigned by me to complete the task week on week.
  • Auditor Audits. To audit the calls of the QA to check are they following correct procedure or not.
  • Score card: Preparing the score card of the QA according to their performance and assigned targets.
  • MOM Details. Managing the data for the minutes of the meeting.

Quality Analyst

HCL TECHNOLOGIES LTD.
01.2017 - 01.2020
  • Auditing the calls of the Agent which is assigned by the team lead to complete the task week on week.
  • Conducting the feedback session with an agent according to their errors.
  • Conducting The TM session for the new joiners. And sharing the process knowledge.
  • Call listening session with an agent.
  • Group call listening session with an agent.
  • Maintaining the Good call Tracker. To audit the call and check dose it met all the parameters to be good call. And share the calls with the client.
  • Maintaining Critical Feedback Tracker. To check have followed the process in each and every critical audits.
  • Maintaining Service recovery Tracker. To check service recovery has been done or not and assigned the service recovery to the operation so that they can arrange call back to the customer.
  • Appreciation Call Tracker. To assign the calls to the QA and check is it an appreciation call or not if it is then we have to share the certificate to the agent on the mail.
  • Creating flyer on process knowledge and appreciation certification.

Costumer-care Executive

HCL TECHNOLOGIES LTD.
01.2015 - 01.2017
  • Resolving the issue of the customer and providing them resolution.
  • Payment collection.
  • Handling the escalation 1 and 2 calls from the agent.
  • Resolving the issue of the agent and coordinate with the Program coordinator to resolve the issue.
  • Making collection calls to the customer, emailing invoices to customer as per their requirement.
  • Identify and rectify unidentified cash and manage end to end process of Cash application.
  • Collection on past due invoices and invalid deductions on allocated portfolios via email, phone call etc.
  • Sending reminder and follow up as per client aligned collection strategy.
  • Research any full open invoices which customer have disputed.

Education

MBA - Operation And Production Management

Swami Vivek Anand Subhbharti University
Meerut, India
04.2001 -

Bachelor of Arts - Political Science And Government

Delhi University
Delhi
04.2001 - 01.2019

Bachelor of Arts - Political Science

Mount Olivet SR Sec School
Delhi
04.2001 - 01.2016

No Degree - Basic Education

Mount Olivet SR Sec School
Delhi
04.2001 - 01.2014

Skills

One'x Avaya software

Accomplishments

  • Awarded by the client for a project handled.
  • Certification for customer care retention.
  • Rewarded several times with Xtramiles.
  • Given Lean ideas for improvement in process and efficiency.
  • Certified Yellow belt six sigma.
  • Certified Green belt six sigma.

Certification

Six sigma Green Belt

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsCareer advancementWork from home option

Timeline

Assistant Manager

Walter Bushnell
02.2024 - 05.2025

Six sigma Green Belt

01-2023

SR Quality Analyst

Cloud 360 Degree PVT LTD.
01.2023 - 08.2023

Customer Retention

11-2022

Six sigma Yello Belt

06-2022

Team Lead ( PIC )

HCL TECHNOLOGIES LTD.
01.2020 - 01.2023

Quality Analyst

HCL TECHNOLOGIES LTD.
01.2017 - 01.2020

Costumer-care Executive

HCL TECHNOLOGIES LTD.
01.2015 - 01.2017

MBA - Operation And Production Management

Swami Vivek Anand Subhbharti University
04.2001 -

Bachelor of Arts - Political Science And Government

Delhi University
04.2001 - 01.2019

Bachelor of Arts - Political Science

Mount Olivet SR Sec School
04.2001 - 01.2016

No Degree - Basic Education

Mount Olivet SR Sec School
04.2001 - 01.2014

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Pankaj JoshiSR Quality Analyist