Pradip Nair

• .Transaction Audits – Daily email & Social Media audits to ensure adherence to organizational policies and process.
• Performing Quality Monitoring for service agents to improve customer experience.
• Achieving the benchmark of Quality, if not achieved finding the problem area and working to achieve the target with daily audits and feedback.
• Compliance audits to ensure 100% documentation in CRM of the handled cases by an advisor.
• Reports- Responsible for preparing Daily, Weekly and Monthly Reports.
• Responsible for preparing Quality Dashboards & Orientation slides for New Hires.
• RCA – Responsible for conducting RCA on monthly basis to fix gaps in the process.
• Calibration – Monthly calibration with Operations.
• PKT – Responsible for preparing and conducting Agent PKT on monthly basis.
• Quality Session for NHT batches(New Hired Trainees).
• Conduct product refreshers basis Top Defects identified through Quality audits.

• Email Handling for Customer Relation Management (CRM) – Resolve the concerns (QRCA) of passengers via email.
• Resolve customer issues and escalate complex cases to senior management (Nodal Officer, Appellate Authority).
• Collaborate with other departments to ensure timely and effective resolution of customer issues.
• Resolve the concerns which are raised on social media, consumer portals (Twitter, Facebook, TripAdvisor, AirSewa, Ingram, LinkedIn, Instagram).
• Settle the grievances making possible exceptions or following DGCA/CAR Guidelines.
• Identify opportunities for process improvement and provide feedback to management.
• Stay up-to-date with industry trends and best practices in customer service.

• Worked as a Quality Evaluator for Ghoomo Process

• Transaction Audits – Daily call audits to ensure adherence to organizational policies and process.

• Sharing Feedback- Sharing constructive feedback with the representatives for better performance

• Reports- Responsible for preparing Daily, Weekly and Monthly Reports of respective LOB.

• Responsible for preparing Quality Dashboards for all LOB’s

• Responsible for maintaining Process Update/Red Flag/Briefing trackers.

• RCA – Responsible for conducting RCA on monthly basis to fix gaps in the process

• Calibration – Conducting Calibrations every weekly/monthly with operations

• PKT – Responsible for preparing and conducting Agent Process knowledge test on monthly basis

• Quality Session-Conduct Quality session for NHT batches(New Hired Trainees)

• BQ Management done for repeat defaulters in terms of Conversion, Quality performance

• Extended Floor support & team handling for operations in absence of Team Leaders

• Presenting Quality Review slides in front of stakeholders/Process Owners.

• Worked as a Quality Evaluator for Domestic Hotels & International Holidays Packages Process.

• Improved the sales conversion of the process

• Transaction Audits – Daily call audits to ensure adherence to organizational policies and process

• Sharing feedback- Sharing constructive feedback with the representatives for better performance

• Reports- Responsible for preparing Daily, Weekly and Monthly Reports of respective LOB

• Responsible for preparing Quality Dashboards for all LOB’s

• Responsible for maintaining Process Update/Red Flag/Briefing trackers

• RCA – Responsible for conducting RCA on monthly basis to fix gaps in the process

• Calibration – Conducting Calibrations every month with operations

• PKT – Responsible for preparing and conducting Agent Process knowledge test on monthly basis

• Quality Session-Used to conduct Quality session for NHT batches(New Hired Trainees)

• Auditing calls to ensure adherence to the policies

• Conducting team meetings and briefings to share the observations and understand advisor concerns

• Investigating and highlighting errors and taking corrective actions in escalated cases

• Processing chat/email/call transactions to understand the customer issues

• Auditing escalation chats and calls taken by team leaders to ensure adherence to escalation procedures • Cross checking the audits done by team leaders to maintain uniformity in the audit pattern and sharing feedback

• Maintaining weekly and monthly deck and driving calls for the same

• Mentoring new hires and updating them with the quality parameters

• Providing one on one Feedback & Coaching to the advisors highlighting areas of improvement

• Analyzing and reporting data in a timely manner highlighting team performance

• Coordinating with team leaders and Operation managers and sharing team scores to ensure quality performance

• Leading Quality Calibrations with Operations to ensure uniformity in understanding the quality parameters