Pooja Nayak

ROLE :

Maintain Britain Largest Network- Openreach (U.K)

-Adherence to the planned and designed guidelines

-Monitoring /Auditing the process as per org. guidelines

-Responsibility for maintaining quality Standard

IMPLEMENTATION :

• Auditing team of 42 Associates on monthly basis
• Leading calibration as per stakeholder's management set
• Managing the BAU coaching / Feedback Plan
• Reviewing , analyzing and reporting on quality discrepancies related to process.
• Operation support: Coaching and Monitoring
• Focused Audits for Bottom performer
• Assisting training leads for coaching and BAU plan
• Conducting session and process test through microsoft forms on regular interval
• Sharing Tips/ MOM/visual Aids on weekly basis
• Generating weekly basis report to identify the problem loopholes
• Mentoring
• Call / Chat Audit
• Sharing corrective Action plans and conducted sessions for new updates .
• Make RCA and share with our Onshore team