Pragnyan Biswal

Enhanced customer experience through structured quality interventions at critical touch points.

Facilitated impactful customer-centric initiatives in collaboration with cross-functional teams.

Executed Six Sigma projects to improve operational efficiency and customer satisfaction.

Managed process improvement projects aligned with organizational goals for optimal performance.

Implemented best practices and benchmarking to drive continuous improvement initiatives.

Conducted comprehensive customer experience studies with internal and external agencies.

Standardized training compliance norms across projects to uphold VIL service standards.

Developed innovative training content and managed digital learning programs to boost agent performance.

Improved customer experience through regular quality interventions across touchpoints.

• Spearheaded customer-focused initiatives by engaging cross-functional teams for enhanced service delivery.
• Championed Six Sigma projects aimed at elevating customer satisfaction and operational efficiency.
• Directed benchmarking efforts, promoting best practices and generating ideas for ongoing process improvement.
• Managed comprehensive customer experience studies with internal and external partners for valuable insights.
• Oversaw implementation of various customer feedback surveys in partnership with Circle SD and corporate functions.
• Conducted thorough analyses of research outcomes to drive enhancements in performance indicators.
• Identified automation opportunities alongside IT teams, ensuring successful project completion.

• Executed audits according to National Audit Calendar and defined checklist.
• Achieved 100% closure of non-conformities and action track reports within deadlines.
• Coordinated corporate and regulatory audits for circle SD vertical efficiently.
• Ensured compliance with ISO 9001:2008 norms to sustain certification across all SD processes.
• Implemented regulations, policies, and guidelines accurately and promptly.
• Conducted CAF Audits following corporate guidelines; maintained TERM sample percentages.
• Facilitated Customer and Process Experience Surveys in collaboration with various teams.
• Updated ISO audit data and maintained ISO catalog as per schedule.

• Ensured quality performance across cluster processes for Tata Tele Services, Tata Docomo, CitiFinancial, and Uninor.
• Developed compliance trackers for EAST zone to monitor adherence and accuracy.
• Generated quality and compliance reports to support operational assessments.
• Managed client requirements and resolved issues to enhance business operations.
• Prepared and maintained Lead by Example data for supervisors, tracking compliance, call quality, customer satisfaction, and call adherence.
• Provided continuous analytics and improvement suggestions for smooth transaction processing.
• Maintained compliance with established processes while managing Zero Tolerance Policy and Corrective Action Plan trackers.
• Conducted Train the Quality Auditor sessions for new quality analysts, ensuring readiness and competency.