Sunil Sinjali

• Conducting sample audit for calls/email and chat
• Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

• Overall implementation, planning and improvement of the Transactional Quality framework

• Meet and exceed client metrics: Quality scores

• Identified root cause issues and recommend solutions for improvement

• Monitored & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions to help achieve desired results

• Assist team in the certification process of new hire agents and help during the OJT phase

• Collaborated with Operations, Training and other stake holders for the delivery

• Overall implementation, planning and improvement of the Transactional Quality framework

• Proposed corrective/improvement solutions based on facts and data

• Identified and highlighted all compliance defects and recommended training & action plan to mitigate the scores

• Publishing Reports & worked on dashboards

• Conducted regular internal & external calibration & RTR’s

• Attended call listening sessions with Operations, Quality and the Training teams to understand areas of improvement and build on positive practices

• Conducting sample audit for calls

• Providing feedback to the agents as per plan & coaching to associates in terms of areas of improvement

• Interventions to improve the quality of transactions handled by CSAs and bottom quartile management

• Highlighting and working towards reducing business risks pertaining to quality, customer satisfaction and client interests

• Conduct compliance audits as per process requirements

• Preparing Quality Standard Document, SOPs and FMEA for the process

• Preparing Quality guidelines as per client requirement and designing quality form in NICE (call recording system)

• Conducting internal audits – clean desk audit, cell-phone audit, assisting in Operational Excellence and in readiness of ISO audits, conducting call disconnection audits and reporting

• Handling end to end customer complaints received from the clients

• Reduction in client complaints and customer complaints (CCRP)

• Handling inbound calls and chats for Air Canada - Central baggage office for Elite and Super Elite customers
• Handling escalation calls
• Sending emails to airports staff, airport managers and Air Canada Clients
• Helping CSAs with queries, floor walking and mentoring newly trained batches

• Handling inbound calls for Air Canada - Central baggage office
• Handling all baggage and reservation related call