Prateek Saraswat

• Manage weekly quality audits and performance reporting, tracking hygiene, communication, and call contribution metrics.
• Conduct RAG-based performance analysis to identify gaps, and drive targeted improvement plans.
• Audited 2,500+ calls, providing structured feedback to over 500 participants to enhance service quality and compliance.
• Calibrate auditors to ensure scoring consistency, and maintain quality governance standards.
• Contribute to monthly audit targets while supporting continuous improvement and operational excellence initiatives.

• Process train new hire associates as well as cascading Technical upskill training for productive employees
• Evaluate and identify behaviour, knowledge and skill attributes that drive customer experience and sales.
• Successfully ran PIP (performance Improvement Plan) collaborating with Quality, Compliance and Operations to help associates to Achieve SLA/Service Level and enhance Process performance
• Achieve 85% throughput across responsibility areas
• Provided one-on-one mentoring to help individuals reach their full potential within organization.

As Team Leader, made sure:

• That team of productive employees meet operational deliverables as well as maintain their personal KPI
• Developed strong working relationships with staff, fostering positive work environment.
• Achieve success by motivating team members via client approved incentives and bonanza'
• Live Monitoring of calls/Chats to make sure they fall within Quality Attributes and Compliance metrics
• Team Huddles and meetings to convey updates
• Kept major Focus on Quality and Operational Risk Factors.
• Thorough understanding of Quality Attributes and Authentication procedures

Have worked as a TSE and SME (Subject Matter Expert) for 3 years

• Working on ground level gave insight of in and out of process building strong process and product knowledge
• Made sure to deliver required CPA for day
• Assisted team with customers queries
• Worked as buffer between team members and TL to bridge GAP with respect to questions and process/product knowledge