Rahul Pandey

Process Level:

• Designed and introduced new procedures or tools that improved accuracy, consistency, and timeliness of deliverables, resulting in a 10% increase in process reliability.
• Coordinated with multiple departments to identify bottlenecks and areas for improvement, leading to enhanced communication and streamlined processes across teams.
• Creation of SOPs and SOW to strengthen the process and N-SAT scores.

Quality Level:

• Instructed the team to increase hygiene audits and feedback frequency to mitigate the defects.
• Managed 4 QAMs and initiated 'Project Elevate,' which resulted in a 15% improvement in our N-SAT score.
• I effectively visualized the entire quality dashboard using Power BI, allowing the client to easily access and interact with it.

• Developed and maintained quality assurance processes that improved product quality and customer satisfaction by 15%
• Effectively managed both FCA and Non-FCA complaints, implementing strategic measures that resulted in a commendable 10% reduction in overall complaint volumes
• I have successfully overseen the handling of 4 QTLs and managed a team of 20 Quality Analysts, elevating the quality standards to a remarkable level
• Our efforts were recognized with the prestigious Employee of the Month award from a UK-based client
• I have led and managed both the training and quality teams, taking charge of designing training modules based on top call drivers
• Demonstrating a significant achievement, I showcased a 10% improvement in quality scores and successfully reduced the complaint rate by 15%
• Implemented SMART strategies to enhance the efficiency of both advisors and operation team leaders
• Conducted a thorough assessment of efficacy scores, and through strategic interventions by my quality team, achieved a noteworthy reduction of 5%
• Provided assistance in the calibration process for operations team leaders, effectively reducing calibration variance to an impressive 2%, surpassing the target of 5%
• I have actively contributed to the implementation of PCI DSS protocols within the company, ensuring a meticulous 100% compliance on the shop floor
• Develop and oversee the quality management budget, collaborating with relevant stakeholders to ensure that resources are allocated appropriately
• Efficiently allocate resources, such as personnel, training programs, and technology, to meet quality objectives within the specified budget constraints
• I have successfully elevated the NPS trend from its previous range of 40%-50% to an impressive 70% through the implementation of a Six Sigma project
• In recognition of this achievement, I have been honored with a commendation from our Quality Head
• I have actively promoted adherence to UK data privacy regulations, such as GDPR, within our production environment
• Ensuring a culture of meticulous compliance, I have implemented extensive training programs to guarantee that every individual consistently achieves 100% compliance during their calls.

• Ensured that all processes and tasks are performed in accordance with the company's quality standards and client requirements
• Conduct regular CTC (Check the checker) on work and other tasks done by QA's and QTL's to optimize the defect or error rate within a team
• To examine the bottom quartile and ensure that 90% of the population in the bottom quartile return to their regular tasks after the refresher session
• Work on escalations and conduct RCA on that, also implement CAPA (Corrective actions and Preventive action) technique to ensure reduction in escalation rate by 10% as per KPI's.

• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Worked for customer service
• Call auditing with a target of 5 hygiene calls and 10 BAU altogether
• Analyzed consumer trends and behaviors to identify new customer segments and target markets
• Collaborate with supervisors for performance enhancement of least performing personnel
• Participate in internal and external calibration also ensure less than 5% variance in those calls
• Help the line manager with TCD's (Top Call Drivers) and conduct refreshers on the basis of those drivers with training team to ensure continuous improvement
• Educate new on boarded batches regarding quality guidelines and share the importance of quality within the organization also encourage them to follow the same with rigor.