Quality Training

RESUME

Career Objective

Seeking a suitable position where my extensive knowledge and experiences will be utilized and further developed.

Professional Experiences

Working as “Team Leader ” Quality in KGISL from December 2016

Major Job Responsibilities:

•Develop a strategy the team will use to reach its goal

•To make ensure meet all KPI

•Coach the agents for who are not met the sales target

•Provide any training that team members need

•Communicate clear instructions to team members

•Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed

•Create the reports to update the company on the team’s progress

Worked as a "Process Trainer” in First Source Ltd, Trichy from December 2014

Major Job Responsibilities:

Conducting new hire training on product and process

Conducting refresher for associates who are the below target.

Certified as Data Trainer and train associates on level2 data handling.

Audit and coach new hires inducted to floor

Audit and report the performance of refresher conducted associates

Track performance through refresher efficacy report

Conduct weekly / monthly training activities as per the activity calendar

Share the daily training dashboard to all stakeholders

Educate the trainee to improve product and process knowledge

Need to be arrange graduation ceremony once they are certified

Worked as a “Quality Analyst” in Firstsource Solution Ltd, in Coimbatore from February 2012 to November 2014

Major Job Responsibilities:

Monitors the quality and accuracy of calls on a random basis to ensure that the quality is as per the standards. Checks for any errors or deviations.

To ensure the improvement of all Quality KPI’s.

Identifies training needs and escalates the same to the trainer and assists in preparing a training schedule along with the operations and the training team.

Preparing and analyzing the quality related reports.

Conducts briefing and debriefing meetings with the team.

Conducting refresher trainings with the associates and Quality intervention with training batches.

Resolves quality issues on the floor along with the quality team.

Provides feedbacks & feed forwards and create action plans to improve quality performance.

Identifying the Defects and finding the Root Cause and drawing the action plans to resolve the same.

Handling Client Escalations.

Working with quality data’s to provide intelligence on process improvement.

Escalate issues on a timely and proactive basis.

Identify, plan and execute process improvement initiatives.

Worked as a “Customer Support Associate” in Firstsource Solution Ltd, Coimbatore from December 2009 onwards

Major Job Responsibilities:

Handling Prepaid calls and resolving customer query, request and complaints

Achieving the given Call Quality, ACHT and ICF Targets

Escalating the customer issue to my supervisor

Worked in escalation desk during the tenure as associate

Worked as mentor to coach and help bottom performing associates in our team

Academic Profile

Completed SSLC from Govt. Higher secondary school Coimbatore, passed out 2003 with 53.8% aggregate

Completed Plus Two from Govt. Higher Secondary School Coimbatore passed out 2006 with 71.75% aggregate

Completed Graduation in B.C.A from Bahrathiyar University, passed out 2009 with 75.8% aggregate

Professional Skills

Experience in transactional monitoring and reporting

Experience in Training Delivery and Team leading

Experience in reporting performance

Computer Skills & other skills

Operating systems: Windows 95,98,2000, XP & Vista.

Productivity tool:

Expert in technical data trouble shooting

Good Communication Skills

Scored 95+ for all process assessments conducted by idea.

Capable to maintain good relation with colleagues.

Taking training for new associates for new product or process launch time

Attended team bonding training.

Personal Data

Date of Birth : 10.10.1987

Gender : Male

Marital Status : Married

Nationality : Indian

Languages Known : English & Tamil and Sowrastra

Declaration

I hereby declare that all the above furnished details are correct to the best of my knowledge.

Venkatesh R

Contact this candidate