Raj Kishore Madduri

• Designed effective CSAT and NPS surveys targeting key customer interaction points.
• Implemented automated collection systems, increasing feedback response rates significantly.
• Analyzed CSAT and NPS data to identify trends and improvement areas across demographics.
• Compiled actionable reports translating insights into strategic customer service initiatives.
• Closed feedback loops to ensure resolution of customer issues effectively.
• Developed retention programs, enhancing loyalty through personalized follow-ups and offers.
• Led a team of 45 members, monitoring performance to achieve operational efficiency.
• Conducted root cause analyses for complaints, ensuring process gaps are addressed.

Call Monitoring & Evaluation:

• Conduct Call Audits: Regularly evaluate recorded calls to ensure compliance with company policies, scripts, and service quality standards.
• Evaluate customer interactions: Analyze voice and non-voice interactions (calls, emails, chats) to assess agent performance, adherence to protocols, and customer satisfaction.
• Identify strengths and areas for improvement: Spot performance trends, areas where agents excel, and areas requiring improvement.
• Categorize Call Issues: Classify issues, such as communication gaps, technical errors, or procedural lapses, to report to management.

Performance Coaching & Feedback:

• Provide Coaching Sessions: Offer one-on-one coaching to agents, discussing performance metrics and providing guidance on improving call handling skills, tone, problem-solving, and customer satisfaction.
• Create Action Plans: Develop personalized improvement plans for agents based on performance reviews and audit results.
• Conduct Performance Reviews: Participate in formal performance reviews for agents, identifying training needs and recommending strategies for development.
• Deliver Positive Reinforcement: Recognize and commend agents on strong performance and achievements to foster a positive work environment.

Reporting & Analytics:

• Generate Quality Reports: Prepare daily, weekly, and monthly quality reports, highlighting key performance indicators (KPIs) such as adherence to scripts, call resolution, customer satisfaction, and agent performance.
• Analyze Data Trends: Look for patterns or recurring issues in call data (e.g., high customer dissatisfaction due to a particular agent or process).

Continuous Improvement & Process Enhancement:

• Suggest Process Improvements: Collaborate with management to recommend process changes that could improve overall call center performance, such as refining call scripts or optimizing workflows.
• Implement Best Practices: Ensure that best practices are being followed consistently and propose updates when necessary.
• Collaborate with Training Teams: Work with training departments to identify training needs and develop new materials based on common issues or skill gaps observed in call monitoring.
• Contribute to SOP Updates: Participate in reviewing and updating Standard Operating Procedures (SOPs) to ensure they reflect current best practices and industry standards.

Compliance & Adherence:

• Monitor Compliance: Ensure that agents follow regulatory guidelines, company policies, and industry standards during calls.
• Ensure Data Privacy & Security: Verify that agents maintain confidentiality and follow data security protocols while handling customer information.
• Ensure SLA Adherence: Monitor call handling times, first call resolution, and service level agreements to ensure that they are consistently met.

Team Leadership & Collaboration:

• Cross-Department Collaboration: Work closely with other teams, such as customer service, training, and operations, to address quality issues and implement solutions.
• Conduct Calibration Sessions: Regularly collaborate with managers and team leaders to align quality evaluation standards, ensuring consistent scoring and feedback.

• Conduct Call Audits: Regularly evaluate recorded calls to ensure compliance with company policies, scripts, and service quality standards.
• Evaluate Customer Interactions: Analyze voice and non-voice interactions (calls, emails, chats) to assess agent performance, adherence to protocols, and customer satisfaction.
• Identify Strengths and Areas for Improvement: Spot performance trends, areas where agents excel, and areas requiring improvement.
• Categorize Call Issues: Classify issues, such as communication gaps, technical errors, or procedural lapses, to report to management.
• Provide Coaching Sessions: Offer one-on-one coaching to agents, discussing performance metrics and providing guidance on improving call handling skills, tone, problem-solving, and customer satisfaction.
• Create Action Plans: Develop personalized improvement plans for agents based on performance reviews and audit results.
• Conduct Performance Reviews: Participate in formal performance reviews for agents, identifying training needs and recommending strategies for development.
• Deliver Positive Reinforcement: Recognize and commend agents on strong performance and achievements to foster a positive work environment.
• Generate Quality Reports: Prepare daily, weekly, and monthly quality reports, highlighting key performance indicators (KPIs) such as adherence to scripts, call resolution, customer satisfaction, and agent performance.
• Analyze Data Trends: Look for patterns or recurring issues in call data (e.g., high customer dissatisfaction due to a particular agent or process).
• Suggest Process Improvements: Collaborate with management to recommend process changes that could improve overall call center performance, such as refining call scripts or optimizing workflows.
• Implement Best Practices: Ensure that best practices are being followed consistently and propose updates when necessary.
• Collaborate with Training Teams: Work with training departments to identify training needs and develop new materials based on common issues or skill gaps observed in call monitoring.
• Contribute to SOP Updates: Participate in reviewing and updating Standard Operating Procedures (SOPs) to ensure they reflect current best practices and industry standards.
• Monitor Compliance: Ensure that agents follow regulatory guidelines, company policies, and industry standards during calls.
• Ensure Data Privacy & Security: Verify that agents maintain confidentiality and follow data security protocols while handling customer information.
• Ensure SLA Adherence: Monitor call handling times, first call resolution, and service level agreements to ensure that they are consistently met.
• Cross-Department Collaboration: Work closely with other teams, such as customer service, training, and operations, to address quality issues and implement solutions.
• Conduct Calibration Sessions: Regularly collaborate with managers and team leaders to align quality evaluation standards, ensuring consistent scoring and feedback.

• Collaborated with cross-functional teams to design simple and effective CSAT surveys, focusing on key interaction points.
• Implemented automated CSAT collection systems to boost feedback response rates.
• Analyzed CSAT data to identify trends and improvement areas across demographics and service channels.
• Monitored CSAT scores to detect patterns and evaluate the impact of process changes.
• Developed comprehensive reports translating CSAT insights into actionable customer service strategies.
• Leveraged CSAT feedback to identify and address recurring customer pain points.
• Collaborated with customer service teams on targeted training and process enhancements based on survey findings.
• Ensured effective resolution of customer issues by closing the feedback loop.
• Designed NPS surveys to assess overall company satisfaction, focusing on key drivers of customer loyalty.
• Automated the integration of NPS surveys into customer touchpoints for consistent data collection.
• Analyzed NPS data by segmenting responses into promoters, passives, and detractors, and evaluating customer comments for score drivers.
• Compiled NPS results into actionable leadership reports, highlighting trends and identifying loyalty strengths and weaknesses.
• Collaborated with teams to develop strategies that increase promoter scores and convert detractors.
• Targeted key drivers of loyalty by enhancing aspects praised by promoters and addressing detractor feedback.
• Developed customer retention programs, including loyalty programs, personalized follow-ups, and tailored offers.
• Engaged with detractors to understand and resolve their concerns, ensuring negative experiences are acknowledged and addressed.
• Monitoring the team to handle escalations from clients pertaining to Chairman and other Senior Management.
• Leading, mentoring and monitoring the performance of 15 team members to ensure efficiency in Process operations & meeting the Individual & Team target.
• Conducting root cause analysis combined with correct preventive action is done for all the complaints received to ensure process gaps are filled and these are not repetitive.
• Conducting daily meetings with the associates and discussing their report statistics and the respective feedback.
• Reviewing existing systems & procedures and designing internal controls/quality audit checks for various operational areas to achieve higher operational efficiency, resource rationalization, and cost reduction.
• Defining performance standards across all functional areas and periodically reviewing the performance of the team with deft application of concurrent management audit procedures.

• Conduct Call Audits: Regularly evaluate recorded calls to ensure compliance with company policies, scripts, and service quality standards.
• Evaluate Customer Interactions: Analyze voice and non-voice interactions (calls, emails, chats) to assess agent performance, adherence to protocols, and customer satisfaction.
• Identify Strengths and Areas for Improvement: Spot performance trends, areas where agents excel, and areas requiring improvement.
• Categorize Call Issues: Classify issues, such as communication gaps, technical errors, or procedural lapses, to report to management.
• Provide Coaching Sessions: Offer one-on-one coaching to agents, discussing performance metrics and providing guidance on improving call handling skills, tone, problem-solving, and customer satisfaction.
• Create Action Plans: Develop personalized improvement plans for agents based on performance reviews and audit results.
• Conduct Performance Reviews: Participate in formal performance reviews for agents, identifying training needs and recommending strategies for development.
• Deliver Positive Reinforcement: Recognize and commend agents on strong performance and achievements to foster a positive work environment.
• Generate Quality Reports: Prepare daily, weekly, and monthly quality reports, highlighting key performance indicators (KPIs) such as adherence to scripts, call resolution, customer satisfaction, and agent performance.
• Analyze Data Trends: Look for patterns or recurring issues in call data (e.g., high customer dissatisfaction due to a particular agent or process).
• Created an inspiring team environment with an open communication culture.
• Maintained and developed internal support and call center quality standards.
• Reviewed a subset of Support Agent's conversations such as calls, emails and chat support interactions based on internal standards.
• Analysed all customer service metrics (e.g. CSAT, Transfer %) and how the support team's performance affects those KPIs.
• Created strategies to improve support KPIs and helped agents improve their performance with specific instructions and constant support.

• Performed audit of 550 calls per month.
• Ensured to maintain a floor quality of 90% by finding process deviation and reducing ineffective calls.
• Tracked prank caller data and escalated the same to the next level.
• Escalated EM cases to PDO (Police Dispatch Officer) and performed call calibrations twice a month.
• Analyzed the repeat calls and ensured EM-Case (Emergency) dispatch within 120 sec.
• Conducted interviews (1st & 2nd rounds), handled joining formalities & bank formalities, and released offer letters.