Sonal Surve
Pune
Summary
Quality Analyst with a total of 10 years+ experience in Customer Service and Customer Experience domains. Enhance team quality performance and maximize customer satisfaction through continuous auditing and recommending process improvement as well as training team members.
Successful at auditing, training, mentoring, and managing teams to promote culture, continual improvement and delivering best possible customer experience.
Overview
1
1
Certification
Work History
Quality Assurance Analyst
Evolent Health International Private Limited
- Auditing Inbound, Outbound, Rx (Pharmacy) and Webmail interactions and sharing timely feedback with the agents to improvise individual and Process Quality
- Conducting regular huddles on team, business performance and sharing process updates, top errors identified whole auditing
- Conducting and participating in weekly internal as well as external calibration sessions with other functional teams to ensure all teams are in lines as well as industry quality standards are maintained
- Work on RCA for major errors and train agents on improvising the same
- Developed and executed training programs to enhance team members' skills and competencies, resulting in increased engagement and a more empowered workforce
- Collaborated with cross-functional teams to address challenges and ensure alignment, fostering a sense of unity and shared purpose among team members
- Acted as a mentor and coach for team members, providing guidance and support in their professional development, resulting in improved engagement across QA and Ops teams
- Managing and maintaining daily, weekly, monthly QA scores and sharing the same with the management team
- Analyzing errors, CSat, NPS and other related parameters to identify process gaps and work on a POA to minimize errors and streamline the business processes
- Identifying AOI's and recommending changes in SOPs, or business processes to improve Customer Experience
- Achieved month on month 100% audit target.
Quality Analyst (Customer Service)
Seniority Pvt. Ltd - An RPG Group of Company
- Auditing Calls, Web / WhatsApp Chats and Emails along with complete analysis of service requests and complaints
- Sharing 1-1 Feedback with agents and conducting team huddles on QA Errors and AOI's
- Worked with Operations team to develop the overall process improvement strategy and quality plan
- Created QA Audit forms to ensure right audit and scoring mechanism is followed
- Ensuring the agents are using the correct customer service etiquette's and are following the set QA and Business processes
- Highlighting business gaps or process issues as per the set quality parameters and guidelines.
Pension Administrator
Jardine Lloyd Thompson Pvt. Ltd
- Handling the Data Amends process which included quality checking and processing the requests of the team members
- Sharing timely feedback for errors found while processing the team member’s request
- Assisting in resolving the cases within the set turnaround time for the agents
- Coordinating with the onshore clients and taking follow up on a regular basis till the request is completed
- Assisting all the team members if there were any issues
- Train the new team members & help them understand the process
- Handling tasks such as assigning work & being a support for the team in the absence of the team manager
- Managed and maintained the quality scores of around 95% and above with error percentage below 5%.
Education
Bachelor of Commerce -
Savitribai Phule University
Skills
- Customer Service / CSAT / NPS
- Detail-Oriented
- Time Management
- Collaboration and Teamwork
- Analytical Approach
- Grooming and Mentoring
- Call Monitoring and Training
- Learning and Development
- Employee engagement strategy development and implementation
- Strong understanding of psychology and human behavior in the workplace
- Excellent communication and interpersonal skills
- Proficient in conducting employee surveys and analyzing data
- Ability to create and deliver engaging training programs
- Strong problem-solving and conflict resolution skills
Certification
Pursuing Lean Six Sigma
Prior Experience
WNS Global Services as Associate
Quotes Team Aug 2013 - Oct 2014
Tata Communications Ltd. as Walk-
In Desk In charge Oct 2010 - Jul 2012
Tata Business Support Services Ltd.
as Customer Champ Jul 2008 - Mar 2010
Timeline
Quality Assurance Analyst
Evolent Health International Private Limited
Quality Analyst (Customer Service)
Seniority Pvt. Ltd - An RPG Group of Company
Pension Administrator
Jardine Lloyd Thompson Pvt. Ltd
Bachelor of Commerce -
Savitribai Phule University
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