Vishal Bapat
Pune
Summary
Quality Analyst specializing in regulatory compliance and quality assurance at Allstate India. Proven track record of enhancing customer experience through effective call monitoring and training programs. Expertise in data analysis and coaching, resulting in improved team performance and service delivery.
Overview
12
12
years of professional experience
Work History
Quality Analyst (Customer Service)
Allstate India Private Limited
Pune
11.2018 - Current
- Worked on Standard Process job aid that added value to the call monitoring form
- Using Quality monitoring data management system to compile and track performance at team and individual level
- Call monitoring and provide trend data to site management team
- New form update on Verint
- Training and Audits for New Hire representatives
- Skills Learnt: Property and Casulty Insurance, diplomacy, patience.
- Vendor Management: Call and chat monitoring for various vendors across the globe including WNS, CNX, Qualfon, etc.
Quality Analyst (Customer Service)
Credence Resource Management
Pune
03.2017 - 11.2018
- Call Monitoring for EmCare Frist Party Project
- Training and development of the tenured and the new joiners
- Skills Learnt: Collection, FDCPA, HIPAA.
Quality Assurance Analyst
EXL Service Pvt. Ltd.
Pune
07.2013 - 02.2017
- Answered emergency roadside assistance calls for Allstate Roadside Services in Canada and in the United States.
- Dispatching Roadside services (Tow, lockout, fuel delivery, etc.)
- Promoted as Quality Executive
- Training and Development of the New Joiners
- Call Monitoring for onshore and offshore CCE's
Education
Bachelor of Commerce -
HNB Garhwal University
Dehradun07.2011
Intermediate -
D.A.V Inter College
Dehradun07.2008
High School -
D.A.V Inter College
Dehradun07.2006
Skills
- Microsoft Office
- Verint for call monitoring
- Regulatory compliance
- Root cause analysis
- Customer insight
- Customer experience improvements
- Coaching
- Skills development
- Quality monitoring
- Data analysis
- Call auditing
- Performance metrics
- Training development
- Customer service
- Vendor management
- Process improvement
- Report generation
- Team leadership
- Feedback implementation
- Attention to detail
- Effective communication
- Time management
- Lean six sigma
- Multitasking
- Excellent communication
- Analytical thinking
- Quality assurance
- Project management
- Teamwork and positive attitude
- Quality processes
Languages
Full professional proficiency, Full professional proficiency, Mother Tongue, Conversational
Hobbies and Interests
- I have learnt Indian Classical Vocal for 15 years
- I like to play badminton
- I also like to work as an emcee in the events
Career Statement
Highly talented professional with effective multi-tasking aptitude and ability to work independently interested in the position of Quality Assurance Analyst, offering sound knowledge of quality assurance monitoring and reporting procedures. I am looking for the opportunity to join your company to bring my Quality Assurance expertise and passion for customer service to grow the business.
Affiliations
- I actively engage in CSR tasks in at work.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Quality Analyst (Customer Service)
Allstate India Private Limited
11.2018 - Current
Quality Analyst (Customer Service)
Credence Resource Management
03.2017 - 11.2018
Quality Assurance Analyst
EXL Service Pvt. Ltd.
07.2013 - 02.2017
Bachelor of Commerce -
HNB Garhwal University
Intermediate -
D.A.V Inter College
High School -
D.A.V Inter College
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