Sonia Jaswal

• Review and assess the audits completed by Quality Analysts. Provide detailed remarks, and ensure accuracy and consistency in evaluations.
• Personally deliver feedback to agents on fatal errors in a constructive and professional manner. Ensure agents understand the impact of such errors, and provide guidance for improvement.
• Conducted regular training sessions for staff to improve understanding of quality requirements and adherence to established protocols.
• Created visual management tools that provided real-time insight into production metrics, facilitating quick decision-making based on accurate data.
• Developed and maintained comprehensive documentation of quality procedures, ensuring compliance with industry standards.
• Enhanced customer satisfaction with consistent product quality through continuous monitoring of production processes.
• Collaborated closely with cross-functional teams to identify root causes of defects and implement corrective actions.
• Improved quality processes by conducting thorough audits and identifying areas for enhancement.
• Reduced production errors by establishing clear quality control guidelines and training staff on their implementation.
• Escalate all breaches of FATAL parameters promptly, following the defined escalation matrix and protocol. Ensure documentation of the incident and actions taken.
• Provide regular coaching and constructive feedback to agents, team leaders, and assistant floor managers (AFMs).

• Process Optimization:

Identifying bottlenecks or inefficiencies in the current process through case studies, and using data-driven insights to propose and implement process improvements. I helped the management in streamlining workflows, improving agent performance, and implementing new tools to enhance efficiency.

• Agent Performance Monitoring:

Working closely with agents to identify skill gaps or performance issues. Providing tailored feedback and targeted training to help them meet quality standards. Also, I keep motivating the agents to ensure high morale and engagement.

• Effective Feedback Mechanism:

Structuring feedback sessions to ensure they are constructive and actionable. As regular feedback is key to improving performance and meeting quality standards, I always make sure that I encourage open communication with agents to promote trust and collaboration.

• Training Collaboration:

I was aligned with training teams for the new international process (Myntra International). One focus area is to ensure that training content is aligned with our quality standards and the nuances of the international market. I have been working to create a strong knowledge transfer process that sets the tone for the success of the new process.

• Team Leadership and Motivation:

Responsible for managing multiple audits, calibrations, and feedback sessions. I always ensure that the team feels supported, challenged, and motivated, as that will help sustain high performance.

• Calibration Sessions:

Conducting sessions to ensure alignment between operations and quality teams. Conducting regular calibrations helps to identify discrepancies and ensures that everyone is on the same page in terms of quality expectations. I believe that maintaining consistency in how audits are evaluated is essential for sustaining compliance.

• Compliance Tracking:

To manage compliance across multiple LOBs, with strong processes in place, such as using a dashboard or regular performance metrics reviews, we track compliance more effectively and take proactive steps to resolve any issues.

• Verification of the agency’s accounts to secure and complete the account of the agents.
• Making monthly reports, weekly reports, and daily reports of agent data in Excel.
• Generating regular reports to track and assess agent performance, sales, or activities.
• Work on the agent queries through email.
• Maintain data in the tool of the company, as well as edit the agent's profile.
• Order placing of the brochures, OET exam, etc.
• Link the agency with the institutes for better growth of the students.
• Manage institutes and their profiles as well.

• Audit chats, SMS, and email interactions to provide feedback to the agent for a better customer experience.
• List out the most impactful behaviors, and provide live feedback to the particular agent on my team.
• Provide feedback to agents about what could have been done over the call for a better customer experience.
• Worked as a Subject Matter Expert (SME) for the team, and also attended calibration with the client on a weekly basis.
• Create monthly assessments for the agents, and conduct a deep check on a daily basis, and share the status with management.

• Auditing chats and voice interactions to provide feedback at the end-user level.
• Analyzing the behavior of the agent and its impact on the customer.
• Listing out the most impactful behavior and providing written feedback.
• Providing feedback to agents about what could have been done over the call for a better customer experience.
• Experience in handling and mentoring new folks for their quality.
• Responsible for continuous learning and audits for the team.
• Worked in the Live Chat Program as a Technical Associate and provided assistance for cable and internet concerns.
• Worked as a Subject Matter Expert for the team.
• Create a daily online test for the team, and share the status with the management.
• Analyzed quality and performance data to support operational decision-making.
• Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.

• Reviewing the due date of the customer and the documents attached with the billing.
• Entering data related to the customer’s billing in the Application Tracking System.
• Analyzing the eligibility of the customer and then providing them sufficient data to complete their billing.
• Providing relevant data to team leaders and managers: