Prakher Parmar
Quality Team Lead
Gurgaon,Haryana
Summary
Efficient Quality Team Leader known for cultivating positive work environment and proactive communication to foster goal-achievement. Highly effective in mentoring and training teams of up to 25 members to drive best-in-class quality and work ethic.
Overview
7
7
years of professional experience
2052
2052
years of post-secondary education
Work History
Quality Team Leader
Zomato PVT LTD
Gurgaon
06.2024 - Current
- Led a team of 22 associated and 4 QA's for Delivery partner SOS and CD SOS, along with vendor oversight of 70 HC.
- Leading ATA for both in-house and vendor QAs to uphold a consistent quality benchmark. Regularly contribute to QA reviews and ensure timely implementation of feedback to drive performance improvements across all support channels.
- Providing coaching, performance evaluations, and process improvements tips to the team.
- Heightened team efficiency by 30% by optimizing workflows and reducing turnaround times.
- Identified and led a process of UI improvement in delivery partner's app resulting a 75% dip of Non SOS calls and 80% dip in total call volume.
- Reduced cost of 4.5 Lakhs per month by leading the UI improvement process.
- Regular coaching of Pan India Fleet coaches for SOS product and process.
- Handled the training procedure for vendors support staff and there certification process.
- Developed standard operating procedures for consistent quality, ensuring adherence across all team members.
Quality Auditor
Zomato PVT LTD
Gurgaon
05.2022 - 05.2024
- Conducting Audits (Chats,Calls and Tickets) of Hindi and English.
- Preparing DOD, WOW, MOM reports and sharing it with sites.
- Handling a team of Vendors and giving them feedback, Refresher and coaching for errors on a regular basis.
- Handled a Central Escalation group with 24
- 7 availability to resolve live queries of DP and provide them perfect experience working with Z and solving end to end issues like payout, assets etc.
- Providing Real Time Management support to the OPS team on a regular basis.
- Owning a pool of major ticketing issues and ensuring OPS and Quality defined targets are being met by the vendors.
- Using excel skills to resolve tickets via bulk action on inbuilt dashboard One Support.
- Making regular site visits to ensure flawless operations.
- Trained new Quality Auditors on best practices, increasing their proficiency in performing audits effectively.
Content Quality Auditor
WebHelp India
Gurgaon
03.2020 - 04.2022
- Understanding the priority Organization and evaluating the moderated content.
- Conducting coaching sessions with associates and providing feedback addressing client's service performance, product knowledge and moderation policy.
- Focusing on individual support and coaching for low performing agents.
- Handling the team and giving them proper feedback on their errors on a regular basis.
Senior Customer Care Executive
Kochertech
Gurgaon
07.2019 - 02.2020
- Handling queries in email related to payments, rewards, points and application.
- Used to work closely with Team Leader by preparing rosters ensuring that billed hours are being met, shift tracking, ensuring schedule adherence.
- Preparing SOPs basis query type.
- Pulling out a report from Freshdesk to highlight C-Sat, D-Sat, Hourly Productivity Report, Day End Productivity Report.
- Taking care of new hires by mentoring them. Providing floor support to tenure agents.
- Was part of Pilot batch hence strong hold on product and familiar with all query types.
Associate
Teleperformance
Gurgaon
07.2018 - 03.2019
- Experience of handling outbound calls.
- Sales experience for RBL process.
- Selling EMI plans, Loans with minimum target of 80 Lakh for EMI and 10 Crore for Loan.
- Always used to over achieve the target as personal maximum sale for EMI was 1.8 crore and 15 crore for Loan.
- Top performer for continuously 5 months.
Education
10th -
CBSE board
12th -
CBSE Board
04.2001 - 01.2018
Bachelor of Arts -
IGNOU University
04.2001 - Current
Skills
- Goal oriented
- Quick learner
- Good interpersonal skills
- Proactive approach
- Reliable
- Accountable
- Enthusiasm to learn
- Quality management systems
- Strategic thinking
- Operational excellence
Disclaimer
I hereby declare that the information provided by me is true to the best of my knowledge.
Timeline
Quality Team Leader
Zomato PVT LTD
06.2024 - Current
Quality Auditor
Zomato PVT LTD
05.2022 - 05.2024
Content Quality Auditor
WebHelp India
03.2020 - 04.2022
Senior Customer Care Executive
Kochertech
07.2019 - 02.2020
Associate
Teleperformance
07.2018 - 03.2019
12th -
CBSE Board
04.2001 - 01.2018
Bachelor of Arts -
IGNOU University
04.2001 - Current
10th -
CBSE board