Quality Analyst - BPO

Harshini Srinivasan

********.**********@*****.*** +91-938*******

Key Performance Areas:

Managing day-to-day operations and ensuring all key deliverable are met along with organizational objectives

Excellent communication skills with proven decision making and analytical capabilities, that have been put to good use in effectively resolving problems and promoting a positive work environment

Own, and deliver on end - end analysis of call on quality metrics

Stakeholder management, managing key internal stakeholders and working in coalition with them towards process improvement by providing feedback regularly

Process improvement, work with my team and constantly evaluating the operating model, and ensuring that this is managed adequately resulting in incremental value addition to the client

Client management, establish and manage a positive working relationship. Had shown keen interest to meet service and sales delivery targets.

Work Experience

C2E Consultancy – Quality Analyst –June 2016 to February 2018

Responsibilities

Had to review the calls on the quality front and provide feedback at regular intervals for process correction and improvement

Quality sampling done for the fresher’s and the experienced staff as agreed upon the process SLA document.

Played key role in creating a call monitoring form to measure the calls as applicable to the process

Process mapping for end to end Servicing Customer Journey was initiated and completed within 3 months

MS Support Desk – Quality Analyst– June 2014 to May 2016

Responsibilities

Select and describe tailored risk handling methods for surveillance of processes at the process level

Liaising with the operations to resolve customer escalations and provide solutions to pending issues and complaints.

Perform evaluations of sampling calls to ensure the process requirement is adhered. Evaluation is accomplished using existing credible data.

Review contracts and technical data packages to identify the specification requirements which the contractor's processes must meet

Prepares, maintains and retains plans, records, data, reports, correspondence, and other documentation as required by the process

MS Support Desk– Senior Technical Support Executive– January 2012 to May 2014

Responsibilities

Different Modem configurations, Outlook & Mail Configurations.

Achieving all objectives in line with the process

Servicing the customers’ needs through inbound calling and providing the required technical assistance.

Remote desktop support to help customer to configure mails and setting up new devices.

Worked closely with the sales and account management team to win new business and increase sales.

Achieved 100% sales goals for five consecutive months

Sutherland Global Services– Technical Support Executive– December 2010 to November 2011

Responsibilities

Provide top-quality technical service to existing customer and new customers

Test, conduct quality assurance and validate for technical feasibility and product launch.

Respond to technical concerns and problems, ensuring smooth implementation and launch.

Communicate with clients and internal teams to explain products and implementation schedules.

Document technical requirements, schedules and client interactions.

Met monthly sales goals.

Academic education

B.Tech Information Technology, Alpha College of Engineering

Bachelor Degree in Business Administration, Madurai Kamaraj University

SSLC and HSC from P.N.D. Adarsh Vidyalaya Higher Secondary School

Personal Information

Date of Birth: 31st July 1989

Language proficiency: English, Telugu, Tamil, Hindi

Marital Status: Unmarried

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