Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
Generic

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

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Prakher ParmarQuality Team Lead