PRATIK SARNOT
Pune
Summary
Seasoned Quality Analyst with a proven track record at Malomatia India Technology Services Pvt Ltd, enhancing process efficiency and team performance. Skilled in MS-Office and leading teams, I excel in analytical thinking and effective communication, driving significant quality improvements and fostering professional development across functions.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Quality Analyst
Malomatia India Technology Services Pvt Ltd
PUNE
01.2022 - Current
- Conducted transactional quality audits, and facilitated external/internal calibrations.
- Identified opportunities for process improvement, and spearheaded initiatives to enhance overall quality.
- Provided regular feedback and coaching to team members to foster professional growth and development.
- Collaborated with cross-functional teams to address quality-related issues, and drive continuous improvement efforts.
Sr. Quality Analyst
Bajaj Allianz life Insurance, Teleperformance Global Service Limited
PUNE
07.2018 - 12.2021
- Managed a team responsible for maintaining quality standards in a high-volume customer service environment
- Led transactional quality audits and facilitated client/internal calibration sessions
- Developed action plans to address performance gaps and improve overall quality metrics
- Conducted regular coaching sessions and training workshops to enhance team performance and proficiency
- Acted as a liaison between frontline agents and management to ensure alignment with quality objectives and initiatives
- Oversaw the quality assurance process for inbound voice operations, ensuring compliance with established standards and protocols
- Conducted comprehensive quality evaluations and provided actionable feedback to agents for performance improvement
- Facilitated internal and external calibration sessions to maintain consistency and accuracy in quality assessments
- Implemented targeted training programs and refresher courses to address specific skill gaps and enhance overall service quality
- Collaborated with operations and training teams to streamline processes and optimize performance outcomes
Quality Analyst
Hinduja Global Solution
PUNE
06.2014 - 06.2018
- Auditing Inbound (Prepaid + Post-paid Service) as per the Transaction Monitoring sheet
- Taking daily Quality Briefings for CSRs, Preparing Daily dashboard, Dip Check & Feedback to the CSRs based on audited Transactions
- Participating in Internal & External Calibration with Operation and Training team for minimizing the understanding and process gap
- Doing analysis on ICF, FCR First call resolution (FCR) & checking the process compliance by auditing Call details record (CDR), short calls on weekly basis
- Conducted training for floor advisors on new updates
- Conducted training for Near Hire Training (NHT) batches on quality parameters and top call drivers
- Conducted refreshers for BQ (Bottom quartile) advisors to improve their quality and bring up to the learning curve
Senior Customer Service Associate
Hutchison 3 Global Services
PUNE
02.2013 - 02.2014
- Responsible for providing support to customers by addressing their inquiries, resolving issues, and ensuring a positive customer experience
- Built rapport with customers through courteous and professional communications
- Employed issue-resolution skills to respond to customers faster than company average
- Resolved customer queries over phone and by email
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests
Marketing & BD Executive
Mangalya Computer Sales Service
PUNE
04.2007 - 01.2013
- Negotiated with contractors and vendors to provide cost friendly contracts
- Developed business strategies to establish short and long-term goals for company
- Formulated business plans to maximize growth and lower costs for company
- Oversaw budget to manage costs and meet sales and revenue targets
Active Team Coach
Sparsh Intelenet Company
PUNE
05.2004 - 11.2006
- Monitor the performance of the associate and coaching
- Assist with training and identify training needs within the team
- Mentor and assist new hires
- Handling Quality Coaches and escalations
- Conducting agent's assessments to improve competency
Education
BA -
Yashwantrao Chavan Maharashtra Open University
01.2012
H.S.C -
Maharashtra State Board
01.2001
S.S.C -
Maharashtra State Board
01.1999
Skills
- MS-Word
- Internet
- Computer
- MS-Office
- Lead and motivate teams
- Analytical skills
- Attention to detail
- Communication skills
- Verbal communication
- Written communication
- Internet research
- Thrive in high-pressure environments
- Meet stringent timelines
Certification
- Certified Six Sigma White belt & yellow belt. Methodologies focusing on process improvement, and data-driven decision-making.
- Training completed for COPC Standard - Customer Operations Performance Centre.
Accomplishments
- Bravo award in 08/21 at Teleperformance for achieving external and internal quality scores.
- Recognized for best External Quality Score performer for the period of 08/20 to 06/21 at Teleperformance.
Disclaimer
I hereby declare that all the information given above is true and accurate to the best of my knowledge.
Hobbies and Interests
- Listening music
- Traveling
Personal Information
- Date of Birth: 03/22/84
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Quality Analyst
Malomatia India Technology Services Pvt Ltd
01.2022 - Current
Sr. Quality Analyst
Bajaj Allianz life Insurance, Teleperformance Global Service Limited
07.2018 - 12.2021
Quality Analyst
Hinduja Global Solution
06.2014 - 06.2018
Senior Customer Service Associate
Hutchison 3 Global Services
02.2013 - 02.2014
Marketing & BD Executive
Mangalya Computer Sales Service
04.2007 - 01.2013
Active Team Coach
Sparsh Intelenet Company
05.2004 - 11.2006
- Certified Six Sigma White belt & yellow belt. Methodologies focusing on process improvement, and data-driven decision-making.
- Training completed for COPC Standard - Customer Operations Performance Centre.
BA -
Yashwantrao Chavan Maharashtra Open University
H.S.C -
Maharashtra State Board
S.S.C -
Maharashtra State Board
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