Quality Manager

Madhubala Roy

Flat no. ***, Block-H, Gopalan Habitat Splendor, Brookfield, Bangalore

Phone no: (0-80-421*****, Mobile: +91 7760599988Email:

*****.************@*******.***

BPO/Telecom-Quality Assurance, Operations, Training, HR-recruitment, Sales

I am passionate and career oriented individual who has 7 years of

experience in different functions like Operations, Training and Quality-

Transaction and Strategic in BPO industry. My endeavor is to continue

enhancing and developing my skills and expertise in

BPO/KPO/Telecom/Customer Service industry.

Assistant Manager- Quality (Transactional & Strategic) May

2010

IBM Daksh, Site no.22&23, DLF IT Park, Chandigarh

. Managing Quality of service for biggest customer care assignment of

510 seater Airtel Prepaid process - Punjab & Haryana

. Excelled in people management skills by handling transaction team of 9

members

. Front ending and Building client relations by achieving set targets on

Quality metrics

. Enhancing the skill set of team through specialized training

. "Deep dive Analysis" of quality metric for better performance

. Mentored Yellow Belt Project for AHT reduction and improvement

projects on Customer Satisfaction metric for Punjab & Haryana Prepaid

. Creating improvement framework on different critical metrics like QMC,

ICE and NSS

. Chasing operation for project execution and improvement

. Creating Business Processes (SOP) for Performance Management

Sale Representative 2004

IDS InfoTech, Phase-8, Industrial Area, Mohali

. Generating Sale lead for TMobile -Australia Campaign

. Meeting daily Sale Target

Customer Support- Floor Support- Quality SPOC 2003

I2I Enterprises, Sector-34A, Chandigarh

. Handling Inbound calls as customer care representative for Punjab

postpaid and Himachal Postpaid- Airtel Mobile Users

. Assisted Floor as Subject Matter expert

. Handled escalation calls of irate customers for Punjab, Himachal and

Haryana Postpaid Mobile Users

. Worked as Quality Auditor for Airtel Client and gauging the

performance of customer care executive on Audit Sheet

Professional Degree

. Diploma in Informational Technology from CEDAC

Other Degree

. Certified in Basic Computer Applications from ICAI

. Certified in eBusiness Process Management System from IBM

. Certified in eBasic Quality Tool and eYellow Belt Six Sigma Training

from IBM

Core Skill set:

. People Management and Team Performance

. Data Analysis

. Designing improvement framework and Business Process

. Knowledge of Six Sigma tools

Achievements:

. Joined as Customer Support in 2005 and got transferred to transaction

Quality in 2006 from Pilot batch against the competition of 50

candidates

. Promoted as Senior QA in 2006 and second promotion as Lead Quality in

2007

. Promoted through Internal Job Posting Process as Assistant Manager-

Quality in 2008 and chosen as Site Six Sigma SPOC for training and

certification in 2009

. Selected as Top Contributor for Business success and exceeding

expectation of current job role in 2008

. Nominated as Best People Manager in Transaction Quality for 2008

. Appreciated for best initiative in saving penalty on reward and

penalty metric for the biggest assignment of customer care-Punjab

Prepaid

. Appreciated and recognized for extra support on conducting Inductions

and facilitating New Hired on joining IBM

. 100% training certification results on Process and Product Batch

trained

. Appreciated by Airtel Service Quality head on best escalation handling

and customer handling skills

Madhubala Roy[pic]

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