SHIVANSHU PAL

Team leading highly adaptable Time
management skills Teamwork
Problem solving capability Work
ethic Interpersonal skills Well
conversant in Hindi, English

Shares knowledge effectively within
the Quality Team

Quality calibration with team member
and other staff and Team leads

Superior ability to manage time to
meet multiple priorities and
deadlines

Strong customer service and
professional skills

Strong written and verbal
communication skills

Roles and responsibilities: Call
Monitoring and Evaluation: Regularly
listening to customer service calls to
assess agent adherence to quality
standards

Performance Feedback and
Coaching: Providing constructive
feedback to agents on areas of
improvement identified during call
monitoring

Conducting individual coaching
sessions to address specific
performance gaps and enhance
agent skills

Quality Reporting and Analysis:
Generating comprehensive quality
reports highlighting trends, patterns,
and areas of concern based on call
evaluations Analyzing quality metrics
to identify root causes of issues and
propose solutions

Calibration and Standardization:
Participating in regular quality
calibrations to ensure consistent
evaluation standards across the
team

KPI ( Key Performance Indicators )
Adherence to Guidelines: Compliance
with established call scripts,
procedures, and quality standards

Customer Satisfaction Score (CSAT):
Customer feedback on their
interaction with the agent, measured
through surveys or feedback
mechanisms

First Call Resolution (FCR):
Percentage of customer issues
resolved completely on the first
contact

Average Handling Time (AHT):
Average duration of a customer
interaction

Defect Rate: Number of errors or noncompliant interactions per unit of work

Compliance Rate: Percentage of
interactions adhering to regulatory
and company policies

Call Quality Score: Evaluation of the
agent's communication skills, tone,
clarity, and professionalism during a
call

Feedback Timeliness: Speed at which
quality feedback is provided to agents after a call is monitored

Calibration Consistency: Level of
agreement between different quality
analysts when evaluating calls