Roshan Mahbubani
Summary
A self-motivated, organized and experienced Quality Analyst with 6+ years of experience in the field who exhibits a professional demeanor, excellent communication and interpersonal skills. Training the agents with strong observation in English language, evaluating soft skills and process knowledge. Auditing calls based on set parameters and preparing Reports on Quality Deviations. To work innovatively in the organization towards the fulfillment of company objectives as well as contribute in the organization to my fullest.
Overview
10
10
years of professional experience
Work History
Senior Quality Analyst
Information Evolution India Pvt Ltd
02.2015 - 12.2022
- Implement and monitor test scripts to assess functionality, reliability, performance and quality of the service to fulfill the quality standards of an organization.
- Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Monitor and identify areas where improvements can be made.
- Suggest changes in call handling procedures to improve the process.
- Identify opportunities to improve internal processes.
- Train new employees on policies, procedures and projects.
- Develop evaluation programs to maximize the output and productivity i.e., providing root-causes of problems, possible solutions and provide actionable insights for performance improvements
- Monitor and provide actionable insights i.e., gather information to improve agent performance, use evaluation forms to capture insights from the interactions.
- Ensure all key departments are aligned, routine calibration sessions are vital for monitoring the quality of the interactions i.e., discuss issues and address the latest trends.
- Provide actionable analytics and real-time reports.
- Provide valuable data that help with optimizing agents' behavior, enhancing performance and improving the process.
- Compliance monitoring ensures the agents' to understand the required script, fulfillment of obligations to improve productivity.
- Responsibility to engage with the agents and ensure they are trained appropriately i.e., developing training & methodologies, monitoring the KPIs, acknowledging agents for their achievements.
- Identifying opportunities that drive change throughout the organization.
Sales Executive
United Trading Co. (UTC)
12.2013 - 01.2015
- Soliciting orders from new, prospective and current clients in their assigned areas.
- Answer customers’ questions about the prices, availability and uses of the products.
- Emphasize product features that will meet customers’ need and exhibit the capabilities and limitations of their products
- Help customers select products to meet their needs, product specifications and regulations
- Identifying potential clients, understanding their needs, suggesting appropriate products or services and managing ongoing client relationships
- Reaching out to prospects through calls to assess their needs.
- Tracking monetary flow, stocks and order schedules.
Telephone Analyst
Information Evolution India Pvt Ltd
02.2013 - 11.2013
- Handling outbound calls for an International BPO.
- Ability to accurately and effectively verify the customer information.
- Attaining daily, weekly and monthly targets specified by the process.
- Adhering to the schedule as prescribed by the Team Lead.
- Ensure follow ups are done regularly.
- Maintain adequate knowledge levels on projects being worked on.
- Ensure productivity targets are met daily.
- Maintaining Microsoft Excel Spread sheet and reporting directly to the supervisor.
Education
Higher Secondary School (HSC) - Commerce
Stanes Anglo Indian Higher Secondary School
The Nilgiris, India04.2011
Secondary School (SSLC) -
Stanes Anglo Indian Higher Secondary School
The Nilgiris, India04.2009
Skills
- Communication
- Meticulous Attention to detail
- Analytical
- Goal-Oriented
- Problem-solving skills
- Computer and technology skills
- Customer service skills
- Written and Verbal
- Empathetic and Emotionally Intelligent
Languages
Hindi
Tamil
Timeline
Senior Quality Analyst
Information Evolution India Pvt Ltd
02.2015 - 12.2022
Sales Executive
United Trading Co. (UTC)
12.2013 - 01.2015
Telephone Analyst
Information Evolution India Pvt Ltd
02.2013 - 11.2013
Higher Secondary School (HSC) - Commerce
Stanes Anglo Indian Higher Secondary School
Secondary School (SSLC) -
Stanes Anglo Indian Higher Secondary School
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