Rajan Chadha

H.no ***, Sector-**, Panchkula, Contact no +91-998*******, Email:

aboh2r@r.postjobfree.com

Intelligent, proactive professional with an accomplished background in BPO

Quality management. Welcomes challenges and thrives on learning. Excellent

multitasking skills, and gifted at cementing profitable client relations.

. Strategic Planning . Presentation Skills

. Data Analysis . Interpersonal Skills .

Behavior Pattern Analysis

Highlights of Achievements

. Designed and implemented the Quality SOP at CSPL for Tata Teleservices

process.

. Achieved and Awarded highest External Quality Scores (99%) among all

Competitors in Tata Teleservices process at Competent Synergies

Pvt. Ltd

. Awarded 100% commitment towards the organization certificate from the

Director of the organization for Dish TV

Professional Experience (1)

Competent synergies Pvt Ltd

Company Profile: CSPL is a 5000+ Seater BPO with both domestic inbound and

outbound voice processes. Its clientele includes all the major Telecom

providers like Airtel, Tata Indicom, Tata Docomo, Videocon, Reliance,

Vodafone, etc. With the current manpower of 5000+ CSPL caters to its

clients on a 24x7 model.

(1) Team Manager - Quality Assurance Mar

2011 Onwards

Competent Synergies Pvt. Ltd. (CSPL)

Process: Tata Indicom

Position accountabilities:

Heading a team of 12 Quality Auditors. Responsible for maintaining Quality

of 300+ executives. Provide leadership for the development, implementation,

communication, and maintenance of Quality Systems, Policies, and Procedures

for the organization according to the approved Quality System

. Contractual: To fulfill the contractual obligations related to the

Quality department.

. SLA: To meet quality metrics to achieve the objectives outlined in

client's SLAs.

. Review/Presentation: Performance management and review of Quality

targets on regular intervals.

. Policies: Effective interaction with Production, Training, and HR

teams to update and maintain the Quality needs for existing and new

policies and processes.

. Analysis: To prepare various reports including Defect Analysis,

TNI, Compliance Audit and Quality Trend Reports.

. Strategic Planning: Performance and goal revision of business

targets on weekly, monthly, Quarterly and yearly basis with

operation teams and to analyze and provide strategic inputs to

increase the efficiency and to improve service delivery levels.

(2) Senior Quality Analyst Jan 2009 to Feb. 2011

Competent Synergies Pvt. Ltd. (CSPL)

Process: Tata Indicom

Position accountabilities:

. Heading a team of 60 executives and 4 Quality Auditors. Responsible

for overall Quality score of the process, call hygiene, ICE, and

call calibration session with variance calculation.

. Handling Team responsible for C-SAT calling to the customers

(3) Quality Auditor Nov 2006 - Dec 2008

Competent Synergies Pvt. Ltd. (CSPL)

Process: Dish TV

Position accountabilities:

Heading a team of 50 CSR's. Responsible for the implementation of the

Quality policies throughout the Dish TV Pvt Ltd. processes.

. Lead internal and external call calibration sessions with the third

party audit team and the client.

. Effectively interact with Operations, and Training teams to update

and maintain the quality needs for existing and new policies and

processes.

. Handling Responsibility of Daily Dashboards, Quality Sessions &

Certifications

Professional Experience (2)

Orion Dialog Pvt Ltd

(1) Tech Support Executive Dec 2004 - Oct

2006

Orion Dialog Pvt Ltd

Process: Airtel (PB,HR,HP) Inbound Process

Position accountabilities:

Responsible for Handling Escalations and timely resolution to the

customer's within TAT

Responsible for Activation/Deactivation of Vas Services

Tracking and data preparation of the entire process with comparison and

analysis on the Impact towards the revenue of the organization

Strength

Expertise in resolving customer service issues

Talent for identifying customer needs and presenting appropriate

company product and service offerings.

MS - Word, Excel, Power- point, Preparation of Presentations

Education and Other Qualifications

1) Graduate in Business Administration - Grade A

Universal Institute of Management & Technology - Universal

Education Foundation

2) Intermediate from DAV College (PSEB) - Division B

3) Matric from St Xavier's Convent High School (CBSE) - Division A

Interests

Listening Music, Movies, Traveling

Personal Details:-

Marital Status: Married

Date of Birth: 14th July, 1979

Father's Name: Er. Shakti Bhushan Chadha

Nationality: Indian

Gender: Male

. Efficient Sourcing . Altruistic Leadership . Priority - Focus Planning .

Dependable Nature

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