RINALDO D'CUNHA
Mumbai
Summary
Results-driven management professional with proven ability of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager – Contact Centre (Quality & Training)
Future Generali-Total Insurance Solutions
03.2024 - Current
- Lead and oversee the quality assurance of call transactions for inbound and outbound call center executives through comprehensive call audits and targeted training programs. Provide individualized feedback and coaching based on quality assessments.
- Drive performance excellence by achieving key performance benchmarks such as Team QA scores, AHT, SLA, FTR, and Customer Satisfaction.
- Managed and Implemented performance improvement plans for underperforming team members.
- Publish detailed Call Quality and Root Cause Analysis reports on a weekly, monthly, and quarterly basis. Develop and enhance the knowledge base, scripts, and standard operating procedures (SOPs) for all transactions.
- Translate Quality scores into enhanced Customer Satisfaction through strategic initiatives and continuous improvement efforts.
- Assess and define system requirements, coordinating with IT/MOT for seamless implementation. Lead the implementation of industry certifications for the contact center, including ISO and COPC.
Deputy Manager – Quality
Aditya Birla Health Insurance
09.2022 - Current
- Monitoring and analyzing quality performance: Analyzing data related to quality performance, identifying trends, patterns, and areas of concern and provide regular reports and feedback to management and team members
- Vendor management – Performing Audit on Audits done by the vendor Quality team to ensure audit compliance and calibration is maintained
- In-house Quality management – Managing audits and feedbacks for multiple LOBs – Outbound, Email, Sales, NPS & Social Media
- Performing risk audits & periodic calibration session with Training and Operations team (short call & call disconnection analysis)
- Utilizing appropriate methods to gather process effectiveness & improvement feedback and identifying gaps in process functionality
- Supporting the training team with New-Hire Training which includes systems and ID creations, conducting Product Process Knowledge Test on a weekly basis of the BAU team, conducting new product process training/refreshers, conducting TNI, training content update and managing the update of Knowledge Base
Assistant Manager – Process Excellence & Quality
WhiteHat JR
11.2020 - 09.2022
- Lead QA team auditing US sales calls.
- Report non-compliance findings.
- Plan and schedule projects and meetings.
- Review quality metrics and drive improvements.
- Ensure QA team meets KRAs.
- Conduct calibration sessions.
- Develop Quality induction plans.
Quality Analyst
OnsiteGo
11.2019 - 11.2020
- Auditing sales calls catering for LOB’s like Telesales, Customer Service, Complaints, and Escalations
- Auditing Email communication and the chats of telesales and customer service
- Auditing system actions by LOB’s like risk and replacements
- Reporting of non-compliance in audit finding
- Ensuring of coaching and feedback to be delivered to the team members which can help to improve the overall customer experience and individual performance
- Conducting calibration sessions for all above LOB’s
- Conducting quality training sessions for new hires and existing employees when required
Quality Analyst – O2
Capita India
12.2013 - 08.2019
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous process improvement.
- Optimized resource utilization by effectively prioritizing tasks based on project timelines and risk assessment outcomes.
Senior Customer Service Executive
Serco Global Services
02.2012 - 10.2013
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Served as a liaison between the Customer Service team and other departments, fostering collaboration and open communication to best serve our customers.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes. Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Optimized workflow processes by identifying bottlenecks and implementing targeted improvements in key areas.
Education
Bachelor of Commerce -
University of Mumbai
01.2011
Skills
- Stakeholder Management
- Team Management
- Quality Auditing and Process Improvement
- Process Automation and Innovation
- Communication & Influence
- Project Management
- Verbal and written communication
- Analysis and Reporting Skills
- Complex Problem-solving
- Operations management
- Strategic planning
- Decision-making
Accomplishments
- Based on the process training experience, in Jan 2019 I was selected to go to the UK to be trained on Quality for calls and getting certified for Trading (Sales and Upgrades) LOB's.
- Was given an opportunity to set up Call Quality in Capita India for O2 by training the newly promoted Quality Analysts and managing their certification process
Certification
- Data Analyst, ExcelR - 6months (Persuing)
Timeline
Manager – Contact Centre (Quality & Training)
Future Generali-Total Insurance Solutions
03.2024 - Current
Deputy Manager – Quality
Aditya Birla Health Insurance
09.2022 - Current
Assistant Manager – Process Excellence & Quality
WhiteHat JR
11.2020 - 09.2022
Quality Analyst
OnsiteGo
11.2019 - 11.2020
Quality Analyst – O2
Capita India
12.2013 - 08.2019
Senior Customer Service Executive
Serco Global Services
02.2012 - 10.2013
Bachelor of Commerce -
University of Mumbai
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