Sourabi Mukherjee Kanwaria
Assistant Manager, Quality
Malviya Nagar, New Delhi,DL
Summary
Enthusiastic Team Leader eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Customer Service and training in Lean & Six Sigma, 7 QC Tool/Structures/Process Mapping, QECP, Presentation Skills and MS Excel. Motivated to learn, grow and excel in Relevant Industry.
Overview
12
12
years of professional experience
18
18
years of post-secondary education
2
2
Certifications
Work History
Assistant Manager, Quality
Concentrix
Gurgaon, Haryana
05.2022 - Current
- Drive continuous improvement for Transaction Quality and Delivery
- Manage Email Quality & Client related KPI's (Key Performance Indicators)
- Evaluate effectiveness of TQ interventions
- Strengthen Quality management processes / framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations
- Generate and implement out of the box ideas and Process improvement initiatives in the account
- To drive Process control & Compliance in addition to managing the audit requirements
- Ensure that huddles, feedback and refreshers processes are in place and are followed efficiently
- Support the Quality and Compliance teams to perform COPC, FMEA, PFCU and other audits and follow ups based on observations/misses highlighted
Quality Lead Supervisor
IGT Solutions
GGN, Haryana
06.2020 - Current
- Team Management - Managing Team of Quality Insight Analyst for aligned Processes.
- Quality Activities - Documentation for Transaction Monitoring
- Keeping Track on Process Trends
- Analyze and Report Trends in Agents/Process performance
- Implement corrective action plans as and when required
- Recommend initiatives to improve transaction Quality through new quality tools and Motivational
- Dip check compliance - Weekly basis
- Calibration compliance - Weekly basis
- Weekly and Monthly reports - Weekly and Monthly basis
- Identify Bottom Quartile and steps to improve them.
- Analyze and Report Trends in Agents/Process performance
- Implement corrective action plans as and when required
- Participate in quality systems improvement activities using six sigma methodologies
- Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach
- Collaborate with Ops and Training to observe current performance trends and devise strategies to improve performance
- Handled calls per day to address customer inquiries and concerns
Quality Analyst
IGT Solutions
GGN, Haryana
08.2017 - 05.2020
- Monitoring inbound and outbound calls and emails responses for team to assess associates demeanor, technical accuracy, and customer service performance in conformity to company policies and procedures.
- Assisting in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance overall customer’s experience.
- Participates in design of call monitoring formats and quality standards.
- Uses quality monitoring data management system to compile and track performance at team and at individual level.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Provides feedback to call center team leaders and managers.
- Ensures that all agents use same greetings, scripts, after call procedures and accountability standards
- Prepares and analyzes internal and external quality reports for management staff review.
- Use this information to adjust script to achieve conversion rate that meets company service goals
- Probe agents before and after calls to uncover missed opportunities to convert information requests, complaints and compliments into repeat, referrals
- Through coaching, helps each agent develop repertoire of redirects and rebuttals. Guide to solve their current problem and prevent future misunderstandings
Tier2- Escalation Supervisor
IGT Solutions
GGN, Haryana
01.2016 - 08.2017
- Supervisor Escalation team deals with incident and problem with customer while their pre-travel, In-travel and post-travel.
- This requires one to associate their work with service desk operators who work together in escalation desk.
Process Associate
IGT Solutions
GGN, Haryana
08.2014 - 12.2015
- Joined Interglobe Technologies as Process Associate/Travel Agent in inbound voice process for one of biggest travel portal named EXPEDIA/HOTELS.COM. Deals in hotel accommodations, flights changes/cancellation and car rental.
- Help customers to plan, choose and arrange their holiday
- Create and confirm reservations for passengers on scheduled airline flights: Arrange reservations and routing for passengers as requested by using timetables, airline manuals, reference guides, and tariff book
- Work on GDS (AMADEUS & SABRE) for new booking, changes, corrections & cancellations. Also updating OSI & SSR
- Call customers to advise of change in flight plan or to cancel or confirm reservation
- Maintain advance or current inventory of available passenger space on flights
- Collect payment for changes in flights and accommodations for customers
- Interact with customers to determine destination, mode of transportation, travel dates and accommodation required
- Compute cost of travel and accommodations, using calculator, Airline fare rules, and hotel rate books or quote package tour's costs
Sr CS Executive
IBM
GGN, Haryana
08.2007 - 02.2012
- Joined IBM Global as Customer Care Executive for inbound Voice process for online shopping website named Amazon.com.
- Roles and Responsibility: -
- Resolving customer queries through calls chat & e-mail.
- Assist TL in making daily reports.
- Monitor Calls of the team members on daily basis and shared the reports with them & the quality team.
- Represent calibration between quality team and operations.
- Sharing of updates with team in absence of TL.
Education
Bachelor Of Arts - Sociology
IGNOU
New Delhi 04.2011 - 04.2014
Diploma - Fashion Designing & Merchandise
SOUTH DELHI POLYTECHNICS FOR WOMEN
New Delhi 06.2000 - 05.2003
Sr Secondary - CBSE
Vinay Nagar Bengali Senior Secondary School
New Delhi 04.1988 - 04.2000
Skills
Lean & Six Sigma Concepts
Certification
Certified Lean Management + Manufacturing in Lean Six Sigma (UC-8a233ad6-7ac1-450a-8a26-826389fb3a59)
Accomplishments
• Won the performer of the year award with IGT for 2017-2018. (visited Singapore on a fully paid 5 days trip)
• Received the Champions of the Quarter award for 2018-2019 with IGT.
Timeline
Assistant Manager, Quality
Concentrix
05.2022 - Current
Certified Lean Management + Manufacturing in Lean Six Sigma (UC-8a233ad6-7ac1-450a-8a26-826389fb3a59)
03-2022
Certified Lean Six Sigma White/Lean Six Sigma Yellow Belt (UC-c54f43dd-96fa-4796-9888-0519bab9016b)
03-2022
Quality Lead Supervisor
IGT Solutions
06.2020 - Current
Quality Analyst
IGT Solutions
08.2017 - 05.2020
Tier2- Escalation Supervisor
IGT Solutions
01.2016 - 08.2017
Process Associate
IGT Solutions
08.2014 - 12.2015
Bachelor Of Arts - Sociology
IGNOU
04.2011 - 04.2014
Sr CS Executive
IBM
08.2007 - 02.2012
Diploma - Fashion Designing & Merchandise
SOUTH DELHI POLYTECHNICS FOR WOMEN
06.2000 - 05.2003
Sr Secondary - CBSE
Vinay Nagar Bengali Senior Secondary School
04.1988 - 04.2000
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