Surendran VK
Chennai
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
15
15
years of professional experience
Work History
Quality Manager
SMFG India Credit Company LTD
Chennai
2022.10 - 2024.05
- Handle the team.
- Prepare the Quality reports for weekly and monthly basis with the trends and observations and share with respective shareholders.
- Analyzed customer feedback data to identify potential areas of improvement within the product life cycle process.
- Evaluated existing processes using lean principles such as Six Sigma and Kaizen methodologies.
- Ensured effective implementation of corrective actions to resolve any identified issues or discrepancies in a timely manner.
- Investigated customer complaints regarding product quality issues and developed strategies for resolution.
- Conduct Calibrations for different LOBs with Ops.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Handled CSAT team. Prepared feedback calling data and assigned to team. Post updating customer feedback, analyzed the data took up necessary actions to improve customer service.
- Quality sessions conducted to discuss the areas of improvements.
- Quality sessions conducted to discuss the areas of improvements.
Assistant Quality Manager
Fullerton India Credit Company LTD
Chennai
2017.10 - 2022.04
- Conducted internal audits of processes, products and services to identify areas for improvement.
- Performed audits for both voice and non voice process and given feedback to the agents to improve their performance.
- Trained and developed employees in effort to contribute to overall professional growth.
- Analyzed customer feedback and complaints to determine root causes of issues and develop corrective actions.
- Created detailed reports on process performance, product defects and other quality-related issues.
- Handled CSAT process. Prepared CSAT calling data and shared to agents on daily basis. Analyzing the customer feedback details and take necessary actions to improve customer service.
- Conducting calibration with ops to ensure the consistency and accuracy of the evaluations carried out by the monitors.
Senior Quality Analyst
Computer Age Management Services Pvt Ltd
Chennai
2014.03 - 2017.10
- Performed call audits for agents and giving necessary feedback
- Performed root cause analysis of reported defects and developed corrective action plans accordingly.
- Identified process improvements that would reduce cost while maintaining high levels of product quality.
- Prepared reports on weekly and monthly basis based on the audits done showing the trends, findings, conclusions, and recommendations.
- Participated in call calibration with Client, Ops to rate and discuss customer service calls.
Quality Analyst
Sutherland Global Services
Chennai
2012.08 - 2014.02
- Performed quality audits and given feedback to improve customer services.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Assisted in the development of Quality Assurance procedures and protocols.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Quality sessions conducted to discuss the areas of improvements.
Collections Agent
Adventity Pvt Ltd
Chennai
2009.04 - 2011.08
- Adhered to company policies and applicable laws while collecting debts from customers.
- Adhered to all applicable laws, regulations, and company policies.
Education
Bachelor of Arts - Economics
Metro Polithan, High School
Puthencavu2000-04
Skills
- Performance monitoring
- Customer Satisfaction
- Total Quality Management
- Quality processes
- Problem-solving abilities
- Analytical mindset
- Team Training
Languages
English
Upper Intermediate
B2
Hindi
Elementary
A2
Tamil
Upper Intermediate
B2
Hobbies
- Singing songs and listening music
Disclaimer
I hereby declare that the above statements are true, complete and to
the best of my knowledge and belief.
Timeline
Quality Manager
SMFG India Credit Company LTD
2022.10 - 2024.05
Assistant Quality Manager
Fullerton India Credit Company LTD
2017.10 - 2022.04
Senior Quality Analyst
Computer Age Management Services Pvt Ltd
2014.03 - 2017.10
Quality Analyst
Sutherland Global Services
2012.08 - 2014.02
Collections Agent
Adventity Pvt Ltd
2009.04 - 2011.08
Bachelor of Arts - Economics
Metro Polithan, High School
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