Sameer Vichare
Mumbai
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
10
10
years of professional experience
Work History
Quality Analyst
Teleperformance Global services
Mumbai
03.2024 - Current
- Monitored and reported on progress against equality objectives to internal and external stakeholders.
- Analyzed data collected from various sources to measure the success of diversity programs.
- Created reports on progress made in achieving equality objectives.
- Advised senior management on best practices for creating an equitable workplace and mitigating legal risks.
- Monitored complaint procedures to process and review complaints.
- Trained employees on equal opportunity.
- Kept detailed records of interviews and data to meet compliance standards and support future reviews.
Analyst
Tata Consultancy Services limited
Mumbai
02.2022 - 09.2023
- Analysis/audits of inbound and outbound calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support and Sales teams.
- Provides structured and timely recommendations, as well as verbal and/or written feedback to the advisors.
- Conduct calibration sessions in sync with the Delivery and QA team.
- Develop, recommend, and monitor corrective and preventive actions.
- Identify training requirements and coaching.
- Prepare daily/weekly reports.
- Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.
- Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS/Sales Support teams, and sites of decision-making.
- Worked with the team to identify areas of improvement and devised solutions based on findings.
QUALITY ANALYST
Wipro LTD
Mumbai
11.2014 - 02.2022
- Developed and maintained quality assurance procedure documentation
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Defined and implemented quality initiatives to reduce risk
- Monitored KPIs to proactively address bottlenecks and quality issues
Education
High School Diploma - English
E B Madhvi College
Mumbai02.2011
Skills
- Conducting interviews
- Training Batches
- Account Management
- Issue Resolution
- Staff Training
- Attention to Detail
- SOP Adherence
- Performance Improvement
- Leading Employees
- Job Assignments (KPI)
- Overseeing Daily Activities
- People management
- Daily Workflow Improvement
- Client Support
- Coaching and mentoring
- Giving constructive feedback
- Employee Recognition
Other Experience
Traveled to Delhi (Noida) to support transition of new voice business by training, mentoring & leading 2 voice batches for 3 months.
Interviewing (operational round) for voice & chat candidates for new & backfill batches.
Timeline
Quality Analyst
Teleperformance Global services
03.2024 - Current
Analyst
Tata Consultancy Services limited
02.2022 - 09.2023
QUALITY ANALYST
Wipro LTD
11.2014 - 02.2022
High School Diploma - English
E B Madhvi College
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