Summary
Overview
Work History
Skills
Certificationprogram
Currentaddress
Academics
Disclaimer
Timeline
Generic

Dwiti Krishna Nag

Vadodara

Summary

Working as a Manager ( Quality ) - Handling Airtel Payment Bank process. Overall Experience of more than 12 years in the BPO Industry.Passionate Manager with superb customer service and leadership skills.

Overview

15
15
years of professional experience

Work History

Quality Manager

Kochar Info Tech LTD (Maxicus)
11.2019 - Current
  • Managing a team while monitoring their performance is crucial for achieving organizational goals and maintaining a productive work environment
  • Conduct Gauge RNR to maintain the team's understanding and alignment regarding the audit sheet and the product/process
  • Conduct daily quality connect with team members to communicate what is expected in terms of productivity and quality standards for the day
  • Define key performance indicators (KPIs) and objectives that the quality team needs to focus on
  • A weekly review with the Operations Account Manager (OPS AM) to set targets and establish a glide path for Quality and Net Promoter Score (NPS) can help ensure that your team or organization is on track to meet its goals and continuously improve its performance
  • Sending weekly updates to clients on a project aimed at Key Performance Indicator (KPI) improvement is crucial for maintaining transparency and keeping stakeholders informed
  • Interacting with clients directly through scheduled monthly Business Review, the interactions provide an opportunity to discuss their needs, address concerns, and ensure that our products or services continue to meet their expectations
  • Daily JCL with the client to focus on agent performance improvement, identifying process gaps with a clear purpose of process improvement
  • Weekly Internal and External Calibration is conducted to ensure that all three functions are aligned regarding SOPs and product quality
  • Ensuring that deliverables, such as daily, weekly, and monthly reports and dashboards, are prepared and closed on a timely basis to keep track of quality metrics.

Quality Lead

IBM Concentrix Dask
06.2016 - 10.2019
  • Administratively manage a team and monitor their performance
  • ATA of the Ops AM to check the Audit accuracy of the OPS AM
  • Complete the audit as per the aligned team every month to ensure audit penetration is in place
  • Set up a weekly interlock meeting with the OPS AM to establish targets based on a specific process
  • Interacting with clients directly through scheduled monthly Business Conversations
  • Weekly Internal and External Calibration for the process of sterilization
  • Ensure deliverables (Daily, Weekly, and Monthly Reports and dashboard) are prepared & closed on a timely basis to keep track of quality metrics.

Quality Team Leader

TATA BUSINESS SUPPORT SERVICES LTD
06.2015 - 05.2016
  • Administratively manage a team and monitor their performance
  • Interacting with clients directly through scheduled daily / Weekly Business Conversations
  • Weekly Internal and External Calibration for the process of sterilization
  • Coordination with the circle, and corporate clients on a timely basis based on audit findings
  • Ensure deliverables (Daily, Weekly & Monthly Reports & Dashboard) are prepared & close timely basis.

Quality Analyst

TATA BUSINESS SUPPORT SERVICES
02.2013 - 05.2015
  • Taking calls and providing complete resolution to the customer for the Vodafone process.
  • Handling escalation calls and first-level agent grievances.
  • Daily team meeting with the team leader to discuss the KPI achievement and log in hour.
  • Attending call listening session conducted by the quality team.

Customer Care Executive

First Source Solution Ltd
01.2010 - 01.2013
  • Taking Calls and providing complete resolution to the customer
  • Performance monitoring in terms of SLA deliverables, identifying areas of improvement highlighting grey areas for the aligned team, and closing the feedback with them
  • Attendance Tracker, New hire induction and training, Quality monitoring, and feedback to agent
  • Handling escalation calls and first-level agent grievances
  • Conducting Quality Induction and Quality Sessions.

Skills

  • Managerial skills
  • Customer service skills
  • Leadership skills
  • Quality management
  • Performance monitoring
  • Team management
  • Process improvement
  • Client interaction
  • Report preparation
  • Dashboard management
  • Call calibration
  • Defect analysis

Certificationprogram

Lean Six Sigma Green Belt from the Benchmark Institute

Currentaddress

Vadodara Manjal Pur, Vadodara, Gujarat

Academics

BA Graduate

Disclaimer

I hereby declare that all the statements made in this resume are true, complete, and correct to the best of my knowledge.

Timeline

Quality Manager

Kochar Info Tech LTD (Maxicus)
11.2019 - Current

Quality Lead

IBM Concentrix Dask
06.2016 - 10.2019

Quality Team Leader

TATA BUSINESS SUPPORT SERVICES LTD
06.2015 - 05.2016

Quality Analyst

TATA BUSINESS SUPPORT SERVICES
02.2013 - 05.2015

Customer Care Executive

First Source Solution Ltd
01.2010 - 01.2013

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Dwiti Krishna Nag