Savita Chinni
Thane
Summary
Quality Manager with 15+years of experience in implementing and managing Quality management systems to improve operational efficiency and Client satisfaction . Proven ability to lead teams , enhance quality, analyze data , ensure compliance and drive continuous improvement initiatives
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager Quality
Digitide Solutions Ltd.
07.2019 - Current
- Managing a team of 40+ quality analysts, 5+ quality leaders & Assistant/Deputy Manager in Private sector & banking accounts and provided coaching and performance feedback
- Developing and Implementing Quality Management Systems- Creating and updating Operations & Quality Sop’s, Monitoring Form & FMEA document-Developed a new Quality monitoring program, resulting in a 15% increase in FCR
- Implementing Quest training programs for leaders and auditors on QC tools for process enhancement- 5 why analysis implemented to enhance First call resolution & Lead/appointment, applied pareto principle to work on top 20% defects affecting collection and sales skill
- Conducting internal ISO audits to assess the effectiveness of quality management systems and provide feedback- initiated for HR, Administration & Operations, inputs provided have reduced the attrition count, timely closure of candidates hiring, reduces risk in hygiene factors & standardize the work flow of operations to improve efficiency
- Overseeing Quality control activities- Monitoring & Evaluating the Quality performance delivered by team – Managed to maintain consistency of meeting 85-90% benchmark in last 3 financial year across 90% of the banking accounts
- Conducting regular reviews to identify areas for improvement, Investigating customer complaints and implementing corrective actions- Introduced rebuttals to improve NPS score, initiated probable escalation tracker and re-work through client support
- Analysing quality data and metrics to identify trends and root causes of quality issues-PDCA approach applied in Sales & Collection process to improve Need creation, Probing & effective convincing
- Managing the log of quality reports and documentation.
- Collaborating with cross-functional teams to resolve quality issues and improve service delivery-Management Call listening, Call calibrations & Brainstorming conducted to control the errors
- Driving Continuous Improvement Identifying opportunities for process improvement and efficiency gains- Improved First call resolution by 15%, increased C-sat scores by 10% & lead generation by 10%
- Developing and implementing action plans to address quality issues and prevent recurrence.
- Tracking the effectiveness of improvement initiatives and reporting on progress
- White belt and Yellow belt project initiated to improve BQ performance, enhance PTP generation, FCR & Quality score
- Quadrant analysis applied to increase the contribution of High Quality & High productivity
- Control impact Matrix applied to prioritize High Control & High impact causes affecting Conversion & Sales nos.
- Greenbelt project initiated to enhance revenue in collections
- Managed to save cost of 5+ (nearby 20 lacs) QA’s through span rationalization
- Introduced randomizer and automated Quality induction process by reducing manual interventions- QA productivity enhance by 10% in overall audit nos.
- CRM integration done in Collection LOB for effective call handling skills – FOS application upgraded & integrated with Call centre CRM
Assistant Manager-Quality (Project manager)
India Infoline Finance Ltd
07.2018 - 04.2019
- Process- Reliance life insurance (End to End sales).
- Tracking of call audits and feedback mechanism, Timelines and accuracy of reports.
- Responsible for Quality and business performance.
- Coordination and calibration with client for Process improvement through inputs, Suggestion and ideas.
- Root cause analysis on process defects, low Login and issuance through lean projects.
Sr. Quality Team Leader
Tata Business Support and Services
05.2016 - 07.2018
- Responsible to meet KRA of Quality Professionals.
- Handling multiple processes like HDFC, Kotak, Capital First, Bank of Baroda & Axis bank with a strength of approx. 500+seats. Managing a supervisory team of Quality analyst.
- Lead and manage outbound collections with different buckets to ensure that Operations staff executes Services and have smooth recovery from NPA customers.
- Assisting Quality professional on General Query, Data presentation, People management & Process related requirements.
- Increase/Improvise current business through Quality initiatives, best practices and Value add’s.
- Ensure to meet the Revenue / Cost / SLA for the process.
- Expertise in People management and client escalation.
- Attending Reviews and MBR with Client and internal management.
- Conducting both external and internal Call calibration session.
- Has been part of various internal and external audit to ensure information security and Quality compliance.
- To monitor, review and further development of team in line with business growth and company objective.
- Sharing ideas, knowledge, multi-tasking skills with the team to improves process performance.
- To ensure the Individual and team deadlines are met. Maintaining team performance report and giving constant feedback.
- Organizing Monthly R&R for the team and collective executive.
- Initiating Action Plans to meet up estimated Quality Score and Process Requirements.
- Rewarded League of Extra Ordinary consistently on quarters from March’17 to Oct’17 for outstanding Performance, initiating value add to achieve business numbers.
- Accomplish Green Belt Project in Collection process for improve in Process talk-time.
Quality Specialist
Aegis Global Solution Pvt.Ltd
04.2015 - 04.2016
- Responsible to handle the quality database different campaigns.
- Daily Feedback, Coaching Sessions, Refresher to Bottom Quartile associates based on monthly TNI.
- Product and Process Dipstick on new and periodic Product Updates.
- Designing Audit Monitoring Sheet for Respective Process and Campaign’s.
- Mapping Employee details in Monitoring Tool of entire Process and Campaign’s.
- Initiating Action Plans to meet up estimated Quality Score and Process Requirements.
Team Leader - Quality
Tatwa Technologies Ltd
12.2013 - 01.2015
- Responsible for handling the Team of 11 members with different circles (MnG & Gujarat).
- Maintain maximum Quality and ensure highest motivation within QA Team as well as ensuring Quality & keeping the agents motivated.
- To manage a QA Team to ensure effective monitoring and evaluation of the reps on a regular basis.
- To ensure compilation of necessary documentation of the training given to the CSRs and of the monthly QA scores of agents.
- To identify weak areas of Individual CSR & ensure proper feedback via QA emails, instant feedback, short coaching & training requirements.
- To verify and implement in existing process to achieve maximum customer satisfaction.
- To ensure compliance that CSRs follow company policies, procedures & practices.
- To conduct Calibration Sessions between QA members, Team leaders and assistant managers to ensure efficient and effective communication of customer wants & needs.
- To prepare different reports in line with company objectives, including Daily Quality Score report, Performance improvement initiative report, and monthly QA report (Score Card).
- To develop new ideas to improve overall quality in the Centre.
- To organize brain storming sessions among the QA members, Team leaders and Assistant managers to find out the best possible way to optimize current issues/problems.
Quality Analyst
Reliable business solution Ltd
06.2011 - 11.2013
- Responsible to handle the quality database different campaigns.
- Monitoring on floor activities & performance of CSR.
- Briefing & One on One meet with Csr on weekly basis regarding their current standing & target achieving status for that week.
- Preparing Quality Weekly & MTD Report based on the call summary of the calls evaluated.
- Responsible to achieve Evaluation Sampling targets set by the management as well as client.
- Attending the meetings & Con –Call held by the management as well as by the client of Respective process.
- Co-ordinating with Clients through Email/Phone for any co-operation required related to work.
- Developing & conducting training programs, conducting Call listening Session where Good calls & Bad Calls are played in presence of Csr’s, Team leader.
- Awarded Best Quality Analyst in Reliable Bpo in the year 2012.
Quality Analyst
PACE SETTERS BUSINESS SOLUTION PVT LTD
01.2010 - 06.2011
- Monitoring on floor activities & performance of Csr.
- Briefing & Meeting with Csr on weekly basis regarding their current standing & target achieving status for that week.
- Preparing Quality MIS & MTD Report based on the call summary of the calls evaluated.
- Responsible to achieve targets set by the management as well as client.
- Coaching the Cse whenever there is any updation or modifications in existing process.
- Managing & Motivating a team of 40 Tele Callers.
- Responsible to handle the collection database unpaid policy holders & giving frequent feedback on daily basis to achieve revival target with Quality benchmark of 90%.
Sr.Contact Centre Executive
ADVENTITY BPO PVT LTD
09.2007 - 12.2009
- Handling the higher bucket of Two Wheeler Loan.
- Assisting Customers in their financial Planning, explaining different types of segments to convince the customers.
- To focus leads for effective conversion.
- Completing target with respect to all criteria.
- To collect the outstanding EMI Post due date.
- Resolving customer queries pertaining to product of Two Wheeler.
- Achieved Best Sr.Contact Centre Executive in RNR in Adventity Bpo.
Education
Bachelor of Commerce - B COM
Mumbai University
03.2007
Skills
- Lean Six Sigma methodologies
- ISO 9001 and ISO 27001
- Quality control techniques
- Statistical process control
- Data analysis and reporting
- Leadership and team management
- Problem solving and decision making
- Strategic planning
Certification
- Six Sigma Green Belt Certification
- ISO Certification - 9001:2015
- Certification in Maharashtra State in Information Technology (MS-CIT) Govt. Approved
Accomplishments
- Rewarded League of Extra Ordinary consistently on quarters from 03/01/17 to 10/31/17 for outstanding Performance.
- Accomplish Green Belt Project in Collection process for improve in Process talk-time.
- Awarded Best Quality Analyst in Reliable Bpo in the year 2012.
Training
- Lean Six Sigma Project training
- Team lead Development Training
- Quest training
Languages
- English
- Hindi
- Marathi
- Telugu
Personal Information
- Date of Birth: 06/30/86
- Nationality: Indian
- Marital Status: Single
- Place of Birth: Jamshedpur
Timeline
Manager Quality
Digitide Solutions Ltd.
07.2019 - Current
Assistant Manager-Quality (Project manager)
India Infoline Finance Ltd
07.2018 - 04.2019
Sr. Quality Team Leader
Tata Business Support and Services
05.2016 - 07.2018
Quality Specialist
Aegis Global Solution Pvt.Ltd
04.2015 - 04.2016
Team Leader - Quality
Tatwa Technologies Ltd
12.2013 - 01.2015
Quality Analyst
Reliable business solution Ltd
06.2011 - 11.2013
Quality Analyst
PACE SETTERS BUSINESS SOLUTION PVT LTD
01.2010 - 06.2011
Sr.Contact Centre Executive
ADVENTITY BPO PVT LTD
09.2007 - 12.2009
Bachelor of Commerce - B COM
Mumbai University
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