Uzma Ahamad

• Responsible for monitoring and ensuring PAN India Service Quality Plan adherence.

• Work in conjunction with PAN India Operation, Product & Risk team to ensure performance and quality standards are adhered.

• Conduct & facilitate Internal & External audit (Like BAU Audit, ISO Audits, Independent Assessment etc.)

• Establishing & strengthening QC Practices as per process & business requirement.

• Direct employees to ensure highest standard of quality so that the organization meets both internal and external requirements.

• Tracking & analyzing customer complaints.

• Preparation of Quality Dashboards report. KPI report, performance adherence report, MBR reports etc.

• Provide Transaction Quality Metrics.

• Maintain Records for Internal & External QMS.

• Efficient to take decision & implement new things for process improvement.

• Expertise in team handling.

• Establish Quality Assurance Policy & take action accordingly.

• Conduct transaction Quality Super Audits and Drive Quality initiatives.

• Provide Feedbacks and suggestions for improvement.

• Conduct RCA for Process Deviations.

• Provide data inputs to internal stakeholders.

• Ensure Confidentiality, Availability, and Integrity of Data

• Monitor projects and transactions and provide qualitative / constructive feedback lo the clients.

■ , Identify the gaps and suggest improvements.

• Responsible for Monitoring and ensuring Service Quality Plan adherence.

• Conduct & facilitate Internal & External audit (Like ISO Audits, Independent Assessment etc.)

• Establishing & strengthening QC Practices as per process & business requirement.

• Tracking & analyzing customer complaints.

• Preparation of Quality Dashboards report. KPI report, performance adherence report etc.

• Management of monthly review meeting data.

• Provide Transaction Quality Metrics.

• Efficient to handle Client escalation.

• Maintain Records for Internal & External QMS.

• Conduct BQ sessions for under performer candidates.

• Efficient to take decision & implement new things for process improvement.

• Handling Quality team of various processes.

• Establish Quality Assurance Policy & take action accordingly.

• Conduct transaction Quality Super Audits and Drive Quality initiatives.

• Provide Feedbacks and suggestions for improvement. Conduct RCA for Process Deviations.

• Ensure Confidentiality, Availability, and Integrity of data.

• Monitor projects and transactions and provide qualitative/constructive feedback lo the clients.

■ , Identify the gaps and suggest improvements.

• Conduct Transaction Quality Audits and Drive Quality initiatives.

• Efficient to handle Client escalation.

• Efficient to handle Quality team of various processes.

• Coordinating with operation team & clients.

• Conduct BQ session for bottom performer candidates.

• Coordinate with the trainees through Quality session in the training period.

• Efficient to manage weekly as well as monthly review meeting data.

• Coordinating 150-180 agents of various processes.

• Provide Transaction Quality Metrics,

• Provide Feedbacks and suggestions for improvement.

• Publish Dashboards at defined intervals and Conduct RCA for Process Deviations.

• Taking care of inbound calls to maintain customer query resolution.

• Ensure Confidentiality, Availability, and Integrity of Data.

• Data / Documentation Analysis (Error Analysis and Root Cause Analysis for process deviations)

• Monitor projects and transactions and provide qualitative/constructive feedback to the clients.

• Identify the gaps and suggest improvements.

• Efficient in handling of 2-3 quality analysts.

• Coordinating 50-60 agents of Telecom Service.

• Conduct Transaction Quality Audits and Drive Quality Initiatives.

• Provide Transaction Quality Metrics.

• Conduct BQ session for bottom performer candidates.

• Coordinate with the trainees through Quality session in the training period.

• Provide Feedbacks and suggestions for improvement.

• Publish Dashboards at defined intervals and Conduct RCA for Process Deviations.

• Maintain records for Intern.al QMS.

• Provide data inputs to internal stakeholders.

• Ensure Confidentiality, Availability, and Integrity of Data.

• Data I Documentation Analysis (Error Analysis and Root Cause Analysis for process deviations)

Identify the gaps and suggest improvements

• Understands automobiles by studying characteristics. capabilities. and features; comparing competitive models; inspecting automobiles.

• Develops buyers by maintaining rapport with previous customers; suggesting trade­ ins; meeting prospects at community activities: greetings drop-ins; responding to inquiries: recommending sales campaigns and promotions.

• Qualifies buyers by understanding buyer's require111ents and interests; matching requirements and interests to v.:1rious models; b1Jilding rapport.

• Demonstrates automobiles by e1Cplaining characteristics, capabilities, and features; taking drives; explaining warranties and services.