Tanu Sharma

• IT Infra Naukri.com Designing SOPs and process documents Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, IT leadership, Call Center operations, analysts and the Service Quality teams Performs mock calls with new hires post-training to determine readiness for moving into support Scheduling C-Sat meetings with Branch and Senior Users Sharing MOM points along with Ratings Preparing Trend reports Handling Change Management Problem Management Quarterly survey Questions and Reports.
• Digicall Teleservices Pvt.
• Ltd – Sr.
• Quality Analyst.

• Project: -Tata Teleservices LTD: “EBS Process” - PAN India.
• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, IT leadership, Call Center operations, analysts and the Service Quality teams.
• Performs mock calls with new hires post-training to determine readiness for moving into support.
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites.
• Training Need Analysis Addressable & Case studies of CSR’s based on errors.
• Responsible for all Reports, Data Analysis preparing MBR’s & QBR’.
• Team Management and keeping the motivation of the team up by ensuring motivational activity is done via trainer.
• Keeping a Track on Process Trends in order to ensure proper growth of business in terms of quality.
• Designing and implementing audit related procedures.
• Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach.

• Tata Teleservices LTD: “EBS Process” - PAN India.
• Same as Digicall Teleservices Pvt.
• Ltd.
• Managing QCA’s for Process Excellence.
• Designing and implementing audit related procedures.
• Ensure that the deliverables of the team are met.
• Timely reporting of the internal rating on the SLA parameters (quality related).
• Team Management and keeping the motivation of the team up by ensuring motivational activity is done via trainer.
• Keeping a Track on Process Trends in order to ensure proper growth of business in terms of quality.
• Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach.
• Training Need Analysis Addressable & Case studies of CSR’s based on errors.
• Responsible for all Reports, Data Analysis preparing MBR’s & QBR’.
• Daily e- mail monitoring and sharing feed back to the CCE’s & the respective Team members.
• Launching various development programs like Contests and motivational Trainings.
• Responsible for quality projects & initiatives.

Managing QCA’s for Process Excellence.

Designing and implementing audit related procedures.

Ensure that the deliverables of the team are met.

Performs mock calls with new hires post-training to determine readiness for moving into support

Team Management and keeping the motivation of the team up by ensuring motivational activity is done via trainer.

Keeping a Track on Process Trends in order to ensure proper growth of business in terms of quality

Conduct Monthly one-one session with the team to identify gap areas and initiate action plan accordingly

Conduct calibration sessions with the quality auditors and the operation team leaders to ensure they are in sync with the client / program expectations

Analyze data to identify areas for improvement in the quality system

Develop, recommend and monitor corrective and preventive actions.