ROHAN
New Delhi
Summary
Quality Analysis professional with solid experience in conducting thorough inspections and ensuring compliance with industry standards. Adept at identifying improvement opportunities, driving process enhancements, and collaborating with cross-functional teams to achieve quality objectives. Skilled in utilising analytical tools and methodologies to deliver consistent, high-quality results.
Overview
3
3
years of professional experience
Work History
Quality Analyst - Associate
Canara HSBC Life insurance
Gurugram
05.2023 - Current
- Conducted thorough quality assessments of insurance-related processes and transactions, ensuring adherence to regulatory requirements and company standards
- Monitored and analyzed customer interactions (calls and emails) to identify areas for improvement and training opportunities.
- Provided regular feedback and coaching to agents and team leaders to enhance performance and maintain service quality
- Collaborated with cross-functional teams to develop and execute initiatives that enhanced customer satisfaction, reflected in a 25% rise in NPS metrics
- Contributed to the development of quality assurance reports and recommendations for process enhancements
- Collaborated with training and operations teams to enhance knowledge and skills, resulting in a 25% improvement in agent performance
- Led cross-functional team meetings to discuss quality issues and strategies corrective actions.
- Trained new associates on quality analysis techniques and tools, improving team efficiency.
- Provide training and coaching sessions to agents to improve communication skills, product knowledge, and customer handling techniques.
- Collaborated with production teams to implement quality control measures, reducing error rates by 15%.
- Managed customer feedback systems, addressing complaints and implementing solutions to improve satisfaction.
Customer Relationship Officer
Teleperformance global services limited
Gurugram
02.2022 - 04.2023
- Managed a portfolio of High Net Worth Individuals (HNIs) and HSBC clients, providing specialized services related to insurance policies
- Addressed client escalations promptly and effectively, ensuring high client satisfaction score
- Built meaningful connections with clients, showcasing empathy and a deep understanding of their needs
- Provided end-to-end resolution to customer inquiries and issues, achieving high customer satisfaction scores
- Provided high-quality support via telephone and email to resolve customer issues and inquiries, maintaining a NPS score of 90+ most of the time
Education
Certificate of Higher Education - Political Science Hons
Delhi University
New Delhi, DL01.2023
Diploma in information technology -
Manav Bharti Institute
01.2020
Intermediate pass - Arts and Humanities
Atal Adarsh Vidyalaya
New Delhi, DL01.2019
Skills
- Customer Service
- Process validation experience
- Communication Skills
- Analytical Skills
- Quality Assurance & Monitoring
- Call Auditing & Performance Analysis
Hobbies and Interests
- Exercise
- Meditation
- Traveling
- Photography
Timeline
Quality Analyst - Associate
Canara HSBC Life insurance
05.2023 - Current
Customer Relationship Officer
Teleperformance global services limited
02.2022 - 04.2023
Certificate of Higher Education - Political Science Hons
Delhi University
Diploma in information technology -
Manav Bharti Institute
Intermediate pass - Arts and Humanities
Atal Adarsh Vidyalaya
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