Working as a Sr. Team Lead – Quality & WFM, Handled a team of 11 QAs, Process Compliance Audits, 7 Years of Experience in Quality, Commerce Graduate, Trained Six sigma YB and Lean basics, Operations Management.
1. Handling a Technical support team (Cloud agent)
2. Responsible for enabling the Operations and Training to improve the performance
3. To ensure we meet all quality KPIs like Calibration Variance, Weekly briefings, Super Audits, and Attendance.
4. Sharing the actionable intelligence with relevant stakeholders to improve the process output
5. Responsible for driving Process improvement activities basis identified the root cause of the defects
6. Responsible for supporting ops to drive the ops KPIs and meeting them with 100% compliance
7. Team & Attrition management
8. Managing and maintaining Quality MIS
9. Ensuring team productivity and Process improvement.
10. Process Reviews
11. People Development
12. Preparing and Publishing Performance Dashboard
13. Responsible for auditing related to revenue leakage and Unethical practices
14. Sharing analysis, which narrows down the problem area for the Ops team to work on it
15. Preparing and presenting Monthly Business reviews to Ops and Quality Team
1. Conducting certification for New Hires and certifying them from training.
2. Assisting them in nesting and reporting their performance to the program on a daily basis.
3. Auditing client audits which are assigned to the QA Team and sending call-outs.
4. Doing ATA for TMs to calibrate among the auditors
5. Attending calibration sessions with clients and conducting internal sessions for TMs & SMEs
6. Preparing daily, weekly & monthly reports to the SD team on the performance of the CSRs
7. Preparing various analysis reports when there is a dip in CSAT or Audit Score
8. Working on contacts to keep us updated on the process
9. Preparing fliers and sending updates to the team.
10. Modifying the content of the process as and when required.
1. Flashing Daily reports and observations to the Operations team.
2. Defect Per Opportunity reports – DPO, Fatal Mark off observations.
3. Publishing Weekly Quality Performance Report.
4. Publishing Monthly Quality Performance Report (PPT)
5. Auditing CSAT & Detractor calls and sharing instant feedbacks with the representatives.
6. Sharing AOI report with training team to conduct refresher trainings.
7. Handling a compliance team of 5 acting QE’s and auditing the sampling from the audits done.
1. Handling customer queries and effectively solving the same
2. To identify the repeat call opportunities for the calls and to ensure 0 % repeat call
3. To ensure 100% FTR (First Time Resolution)
4. To Ensure 0% Fatal Errors call
5. Handling Nodal/CEO Escalation cases in the Back Office.
Working as a Team Lead – Quality & WFM, Handled a team of 11 QAs, Process Compliance Audits, 7 Years of Experience in Quality, Commerce Graduate, Trained Six sigma YB and Lean basics, Operations Management
undefined1. I was promoted as a Senior executive with 6 months of joining the TATA BSSL
2. I was promoted as an SME within a year of joining.
3. Regular Promotions like promoting as Quality Analysts, Quality Team Leader & Sr. Team Lead - Quality & WFM
4. Was selected for the STAR of the month awards
5. Was selected for the WOW awards for the project based on C-SAT
6. Got 3 Best performer awards on Quality Team Lead role in CBSL
7. Received Best performer award on Sr. Quality Team Lead Role
Six Sigma Yellow Belt
I like to play cricket but not a professional player
Advance Excel
Presentation skills
Six Sigma Yellow Belt
Team leader developing programme
Email etiquettes