Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Training
Languages
Personal Information
Timeline
Generic

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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Savita Chinni