Prakash Shukla
Noida
Summary
Experienced Quality Analyst in BPO with a proven track record of ensuring exceptional service delivery and adherence to industry standards. Skilled in conducting thorough evaluations, implementing process improvements, and fostering a culture of continuous improvement. Proficient in quality assurance methodologies, data analysis, and coaching teams to excel in performance metrics. Dedicated to driving operational excellence and exceeding client expectations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Analyst
Ienergizer It Services Pvt Ltd
07.2022 - Current
- Listening to or reviewing calls, chats, emails, or other interactions between agents and customers to assess quality and adherence to predefined standards and procedures.
- Analyzing interactions based on predefined criteria such as accuracy, professionalism, adherence to scripts, compliance with regulations, and customer satisfaction.
- Providing constructive feedback and coaching to agents based on evaluations to help them improve their performance and meet quality standards.
- Generating and analyzing quality reports to track performance metrics, identify trends, and highlight areas for improvement.
- Assisting in the development and delivery of training programs for new hires and existing agents to ensure they understand and adhere to quality standards and best practices.
- Investigating the root causes of quality issues or deficiencies and collaborating with relevant stakeholders to implement corrective actions.
- Identifying opportunities to streamline processes, enhance efficiency, and improve overall service delivery through continuous monitoring and analysis.
- Ensuring that agents adhere to regulatory requirements, company policies, and industry standards in their interactions with customers.
- Contributing to the enhancement of customer satisfaction by improving the quality of interactions and resolving customer complaints or issues effectively.
- Working closely with other departments such as operations, training, and quality assurance to align efforts and achieve organizational goals related to service quality and customer experience.
Quality Analyst
Ienergizer It Services Pvt Ltd
05.2018 - 04.2022
- The percentage of interactions (calls, chats, emails) that meet predefined quality standards and criteria.
- The accuracy of evaluations conducted by the quality analyst compared to a benchmark or standard.
- The improvement in agent performance following feedback and coaching sessions provided by the quality analyst.
- The percentage of interactions that adhere to regulatory requirements, company policies, and industry standards.
- The level of customer satisfaction as measured through surveys or feedback related to the quality of service provided by agents.
- The frequency of errors or mistakes identified during evaluations, such as incorrect information provided to customers or breaches of compliance.
- The extent to which agents follow predefined processes, scripts, and procedures during customer interactions.
- The time taken by the quality analyst to provide feedback and coaching to agents after evaluating their interactions.
- The improvement in key performance metrics (e.g., first call resolution, average handling time) following quality improvement initiatives implemented by the quality analyst.
- The level of engagement and motivation among agents, as measured through surveys or feedback, influenced by the quality analyst's coaching and support.
Senior Customer Service Representative
Ienergizer It Services Pvt Ltd
04.2017 - 05.2018
- Handling escalated customer inquiries, complaints, and complex issues via phone, email, chat, or other communication channels, providing timely and effective resolution.
- Providing guidance, mentoring, and support to junior customer support representatives, ensuring that they deliver high-quality service and adhere to company policies and procedures.
- Analyzing customer issues, identifying root causes, and developing solutions or workarounds to resolve them promptly while maintaining customer satisfaction.
- Maintaining a thorough understanding of the company's products or services, including features, benefits, pricing, and technical specifications, to provide accurate information to customers
- Identifying opportunities to streamline processes, enhance efficiency, and improve the overall customer support experience through feedback and suggestions
Executive Customer Representative
Ienergizer It Services Pvt Ltd
03.2015 - 04.2017
- Responding to customer inquiries, requests, and complaints via phone, email, chat, or other communication channels in a timely and professional manner
- Identifying and resolving customer issues, technical problems, or service disruptions effectively to ensure a positive customer experience and minimize customer dissatisfaction.
Education
Diploma In Elementary Education - Child Psychology
Pandabeshwar College of Education
Pandabeshwar12.2022
B.tech - Electronics And Communication Engineering
Institute of Engineering And Industrial Technology
Durgapur06.2014
Higher Secondary - Science
Suryadev Inter College Bihar
Jalalpur, Saran, Bihar07.2010
Skills
- Audit processes
- Quality Improvement
- Quality processes
- Data Analysis
- Data Validation
- Risk Assessment
- Lean Six Sigma
- Teamwork and Positive Attitude
- Report creation
Certification
- C programming
- Core java
- Six Sigma white belt certified
- Lean Six Sigma yellow belt through AIGPE
- Lean Six Sigma green belt through AIGPE
- Microsoft Excel essential training
- Advance Excel certified
- ITIL learning Certified
- Quality Management for operational excellence
Languages
Hindi
Advanced (C1)
English
Advanced (C1)
Bengali
Intermediate (B1)
Timeline
Quality Analyst
Ienergizer It Services Pvt Ltd
07.2022 - Current
Quality Analyst
Ienergizer It Services Pvt Ltd
05.2018 - 04.2022
Senior Customer Service Representative
Ienergizer It Services Pvt Ltd
04.2017 - 05.2018
Executive Customer Representative
Ienergizer It Services Pvt Ltd
03.2015 - 04.2017
Diploma In Elementary Education - Child Psychology
Pandabeshwar College of Education
B.tech - Electronics And Communication Engineering
Institute of Engineering And Industrial Technology
Higher Secondary - Science
Suryadev Inter College Bihar
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