Suraj Khattar
Quality Coach
Gurgaon
Summary
Diligent Quality Assurance Coach with strong background in quality assurance methodologies. Proven experience in developing and implementing quality standards to enhance product and service outcomes. Demonstrated expertise in training and mentoring teams on quality processes and continuous improvement initiatives.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Quality Assurance Coach
ENCORE, MIDLAND CREDIT MANAGEMENT
07.2018 - Current
- Listen to and observe calls, made by call center agents.
- Provide timely feedback to department managers/supervisors/leads, so that they can share feedback and provide adequate coaching to the agents.
- Offers new ideas to the team, department, and/or organization.
- Reduced defect rates by collaborating with cross-functional teams to improve manufacturing processes.
- Served as subject matter expert during internal audits, demonstrating adherence to regulatory norms throughout all stages of production life cycle.
- Provided training sessions on effective use of testing tools, leading towards improved skills among teammates.
Process Associate
SITEL
11.2017 - 06.2018
- US Sales and Customer service Process
- Resolve customer queries and concerns regarding their Credit reports and scores without impacting process FCR (Fixed call resolution)
- Pitch for Equifax products and sell them as per customer requirement
- Managed escalated customer orders in timely and professional manner
Technical Expert
BRITISH TELECOM
12.2014 - 10.2017
- Resolve customer complaints and concerns regarding Technical and non-technical with strong verbal and negotiation skills in one go
- Communicate and resolve technical issues via phone and e-mail
- Manage official e-mails, prepare minutes of meeting and frame questionnaire of all the queries raised by Team Manager
- Support new batches and increase their knowledge
- Manage team leaves and their data to improve Team Scores
- Mentor for new Team members to meet all the targets and grow within organization
Education
B.A - Prog. Economics
Delhi University
08.2009 - 01.2014
Higher Secondary - Humanities
K.V. No. 1
04.2008 - 05.2009
Skills
- Continuous improvement mindset
- Teamwork
- Problem-solving
- Time management
- Problem-solving abilities
- Team collaboration
- Public speaking
Accomplishments
- Leveraged over 6 years of experience in Compliance & Skill management to successfully lead a team of 20 in delivering to improve collection & compliance numbers.
- Improved P2G & Conversion numbers by 3% through the implementation of streamlined processes and daily trainings.
- Saved the company $50,000 annually by giving ideas in Compliance & Skill both and implementing cost-effective inventory management practices.
- Develop Team members by Motivating and inspiring them to do their best work and to meet all the targets and grow within organization.
- Took responsibility to manage Team and their daily tasks.
Hobbies
- Learning New Things
- Cricket & Badminton
- Traveling & Riding
Timeline
Quality Assurance Coach
ENCORE, MIDLAND CREDIT MANAGEMENT
07.2018 - Current
Process Associate
SITEL
11.2017 - 06.2018
Technical Expert
BRITISH TELECOM
12.2014 - 10.2017
B.A - Prog. Economics
Delhi University
08.2009 - 01.2014
Higher Secondary - Humanities
K.V. No. 1
04.2008 - 05.2009
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