Satish Chandra Vishwakarma

Results-driven Quality Analyst with 12 years of experience in the BPO industry. Proven track record of enhancing operational efficiency, optimizing processes, and improving overall quality standards. Skilled in conducting comprehensive call audits, providing actionable feedback, and implementing effective training programs to drive continuous improvement. Proficient in utilizing data analysis tools and dashboards to monitor performance metrics and identify areas for enhancement. Strong leadership abilities with experience in managing QA teams and fostering a culture of excellence. Dedicated to delivering exceptional service and exceeding customer expectations.

• Monitoring call quality of process through live and offline audit.
• Sharing the feedback of the audited calls with the agents along with the documentation of the same.
• Conducting refreshers for lower bucket agents and quality sessions for new hired agents.
• Sharing process related updates with the agents during briefings on daily basis.
• Making various Dashboards and various trackers on daily basis.
• Participating in weekly calibrations conducted by Quality head.
• BAU audit and regular dipsticks of the floor.
• Answering escalated and critical calls of the process when required.
• Maintaining floor decorum and handling team of 75 agents.
• Handling 3 QA's team and their reporting.

• Father's Name: Mr. Uday Chandra Vishwakarma
• Date of Birth: 12/17/90
• Nationality: Indian
• Marital Status: Married
• Religion: Hindu

• Managing customer service operations for achieving quality services.
• Providing first line customer support by answering queries and resolving their issues.
• Preparing internal call quality audit reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.
• Put Value add in Business and Process for smoother, Put value add in managements, haring new agents., Created audit sheets., Identifying and implementing strategies for building team effectiveness by promoting a spirit of co-operation between team members.
• Run special initiatives to attract team members to perform better in terms of RNR.
• Handling 3 QA's team.
• Good in Analytical Skills.
• Knowledge of 7 QC tools like Fish Bone Analysis, 80:20 Analysis and many more.
• Gone through many of the projects for process health & process improvement.
• Done all business level audits like Repeat, Compliance, ACPT and others.
• Knowledge of MS Office., Knowledge of outbound process.