Siddhartha Roy

• Actively monitor pre-sale and sales calls, carefully listening to customer interactions.
• Provide constructive feedback and guidance to the team based on observations from call monitoring.
• Support the team in improving their sales techniques and customer communication skills.
• Collaborate with team members to address any identified areas for improvement in the sales pitching and techniques
• Continuously strive to enhance customer satisfaction and sales performance through effective feedback and coaching
• Develop and present a comprehensive quality dashboard to management on a regular basis, including weekly, monthly, and quarterly reports.
• Proactively identify areas for improvement through call audits and incorporate valuable insights into the quality dashboard.
• Provide actionable suggestions and recommendations to address identified areas of improvement in the quality dashboard.
• Maintain open communication with management (Pre-sales & sales manager) to ensure alignment on quality objectives and continuous improvement efforts and track progress over time and published it
• Conduct thorough root cause analysis to understand the underlying factors contributing to challenges or failures.
• Continuously monitor the progress of implemented measures and make necessary adjustments to achieve Site visit Vs Booking.
• Skilled at working independently and collaboratively in a team environment.

• Successfully managed and led a pre-sales team, demonstrating strong leadership skills.
• Implemented lead tracking and management systems to efficiently follow up with prospects and convert leads into sales. " Presales team generated sales leads through cold calls"its called pushed to sales.(In real estate terms)
• Actively assisted in day-to-day operations, collaborating effectively with all team members.
• Monitored individual progress and provided guidance to team members, empowering them to reach their targets
• Implemented effective strategies and planning to drive team performance and achieve both collective and individual targets.
• Implemented performance tracking mechanisms to measure both team and individual achievements.
• Proactively identified opportunities for process improvement and implemented effective solutions to enhance overall team efficiency.
• Effectively coordinated and motivated team members to achieve collective goals and objectives.
• Provided guidance, support, and mentorship to team members, fostering their pushed to site visit target.
• Implemented strategies and processes to enhance team performance and productivity.
• Collaborated with cross-functional teams like sales & digital marketing team to ensure seamless coordination and execution of pre-sales activities.
• Provided timely and constructive feedback to team members, promoting continuous improvement.
• Generated leads for sales through cold calls which we received through multiple channels (Off Line As well Digital medium)

• Good knowledge in Data analysis tools like Ms Office
• Have a moderate level of proficiency in Python, enabling effective utilization for various tasks and projects.
• Utilize Tableau and Power BI to create visually appealing and insightful dashboards and reports.
• Identified issues, analyzed information and provided solutions to problems.
• Proven ability to develop and implement creative solutions to complex problems.
• Demonstrated exceptional leadership skills in successfully managing projects, overseeing them from concept to completion, particularly utilizing CRM tools such as Salesforce and Sell.do.
• Proficiently utilized CRM tools, such as Salesforce and Sell.do, to streamline project workflows and enhance efficiency.
• Employed CRM tools to track and manage project data, enabling accurate reporting and informed decision-making.
• Adapted to varying work schedules to ensure continuous coverage and support for operational needs.
• Displayed dedication and commitment to the team's success by being available during critical times, including weekends and holidays.

• Responsible for auditing sales representatives who book loan audit files within the organization bajaj finance
• Conduct thorough audits to ensure compliance with established processes and standards.
• Evaluate the accuracy and quality of loan audit files booked by sales representatives.
• Collaborate with relevant stakeholders to implement corrective actions and enhance overall loan pitching practices.
• Monitoring the sale calls share feedback to associates,
• Quality dashboard share with client on daily basis and highlighting areas of risk in project business if required
• Keep ahead of industry developments & apply the best practices to areas of the improvement
• Also, my role involving me to Identifying the training needs of the process in co-ordination with department heads
• Track Associate performance and its impact on the process/ project
• Should be able to identify areas of improvement and failure modes of a project and be able to mitigate action plans with Root Cause
• High performance delivery on all quality parameters, ensure zero compliance issues in terms of quality

• Monitor both inbound and outbound calls and provide constructive feedback to associates
• Provide timely and constructive feedback to associates based on call monitoring observations.
• Collaborate with associates to develop and implement strategies for improving call quality and customer satisfaction
• In this role, I listen to calls through three methods: recorded calls, live monitoring, and side-by-side observations.
• I provide feedback to encourage and recognize effective call handling also Identify areas of strength and areas for improvement, offering guidance to enhance customer service skills.
• Quality dashboard share with client on daily basis and also highlighting areas of risk in project business if required
• Keep ahead of industry developments & apply the best practices to areas of the improvement
• Analyze performance metrics and feedback to identify skill gaps and areas for improvement.
• Understand the process/ function goals and help the team to achieve them
• Ensure timely completion of call monitoring tasks within designated timeframes.
• Conducting calibration sessions and initiating action plans for reducing variance
• Conducting Quality induction for new hires
• Ability to coach associates and peers on Quality tools pertaining to the process

• Define framework and procedures to monitor and report transactional quality performance across all line of businesses (LOB’s)
• Timely tracking and reporting of performance metrics as per defined framework
• Establish methods/ processes proactively to improve overall seller experience through improving the quality framework
• Highlight key areas of improvement at people/ processes/ product level
• Organize and participate in training/ Ops activities related to dip checks, briefings, refreshers
• Conduct internal and external calibrations, address variance issues and track improvement on understanding of expected quality standards
• Conduct root cause analysis on detractors/ escalations/ consumer pain
• Ensuring process adherence & compliance through defined audit framework
• Work closely with SE/ SO Ops, cross functional teams and Ops partners to deliver on business goals
• Role description to audit & evaluate the transaction quality for voice and other compliance check with callback end process and ensure process hygiene as per sample methodology
• Identify areas of opportunity through audits, analyze and prepare action plans
• Maintaining the Quality Service standards as per the company norms
• Proactively inform the Ops team & Quality team for upcoming Red flags
• Calibration sessions with partner as well as with the internal management
• Publishing quality dashboards and Preparing MIS Reports to identify & analyses process hygiene indicators High impact on business due to compliance and
• As Quality Analyst main responsibilities will be to performing improving quality assurance in processes as well in business
• Auditing the processes made to provide customers best of the services, like customer satisfaction survey, CRM tagging ,call release and waiver audit
• C-sat Analysis: Conducting RCA (Root Cause Analysis) with the team to find out the reasons for dissatisfaction of the customers and identifying the training needs, post that creating the training modules accordingly

• Reviewing, tracking, monitoring and auditing the various verticals for process working a team of 15 QAs across 5 different circles with 3 LOB’s each and 400 + Executives
• Call Monitoring and Feedback to agents
• Responsible for the improvement of the CQ score for the team assigned
• Updating CSRs and providing floor support when required
• Conducting internal calibrations (within Quality team and with Operations & Training teams)
• Product and process expert for the process
• Leading Client calibrations
• Certification of the trainees
• Preparing reports like Team performance, Daily CQ report, CSAT (ICE) scores for the center Certification trackers, Calibration variance dashboard
• Conducting Quality sessions in the training batches
• Conducting refresher for on floor executives
• Ensure audit process is in place for the respective team aligned
• Conduct Error /Accuracy meetings on a weekly basis

Responsibilities:

• Technical support executive
• Responding to customer inquiries and resolving technical issues via phone, email, or chat.
• Troubleshooting software, hardware, or network problems and providing appropriate solutions.
• Assisting customers with installation, configuration, and usage of products or services.
• Documenting customer interactions, issues, and resolutions accurately and comprehensively in crm software
• Collaborating with cross-functional teams to escalate complex technical issues and ensure timely resolution.
• Providing exceptional customer service by demonstrating patience, empathy, and effective communication.
• Continuously expanding technical knowledge and keeping up with industry trends and advancements.
• Increased customer satisfaction ratings to %.