Customer Service Quality

E-Mail ID: *****.*******@*****.***

Mobile: +91-981*******

Astha Verma

PMP®, ASQ Black Belt Certified (CSSBB)

Profile

Over 9 years of experience in Business Process Outsourcing industry encompassing a wide range of skill set, roles and industry verticals.

Substantial knowledge of Training, Quality and Compliance along with operations, transitioning, recruitments and excellent team managing capabilities for handling varied processes including Health Insurance (Aetna), Banking Vertical (Citibank), Technical Support (Bell Canada), and Customer Service (Yahoo) via voice, chat & email mode under the offshore model for Process Outsourcing Industry.

Work Permit, H1-B visa ready

Areas of Expertise include:

Quality Management Voice and Accent Coach Client Relationship

Requirement Gathering Process Improvement People Management Integrity & Compliance Training & On boarding Hiring & Recruitment

Professional Experience

Manager Transactional Quality (Band 7A, Concentrix India Pvt. Ltd, Jul 15 – till date

In my current role, I am responsible for managing the overall Compliance, Transactional Quality and training function for a renowned US Health Insurance client (Aetna). I lead a team of Quality & Training supervisors along with 10 Quality Analyst & 3 Trainers.

Key Responsibilities:

Leading 3 verticals: Governance & Quality Assurance, Compliance & Risk Management, Training & Knowledge transfer of different healthcare domains like Medicare, customer complaints & appeals, Provider Services.

Due Diligence or provide expertise on the upcoming healthcare projects from Training & Quality perspective.

Attrition management and Cost Optimization: Evaluate trainer/Quality analyst effectiveness and take corrective actions. Manage and control attrition and effective employee engagement activities.

Stakeholder Management to drive performance, reduce claim rework leading to business growth & customer satisfaction through smooth claim adjudication and increasing financial accuracy.

Setting up Governance structure to ensure Delivery Accuracy and audit Readiness.

Design & develop training processes to align with client & contractual requirements.

Solve business problems through innovative & sustainable solutions through Six Sigma DMAIC strategy and applicable Continuous Improvement and/or Delivery Excellence strategy and best practices.

External/Internal Audits led: CMS audit, HIPAA Certification, PWC audit, BPMS Adherence audit.

Deputy Manager Transactional Quality (Band 6B, IBM Global Process Services/Concentrix India Pvt. Ltd, Jul 13 – till Jul 2015

In my current role, I am responsible for managing the overall Compliance, Transactional Quality and training function (for both voice and non-voice channels) for a Fortune 30 Banking client (Citibank). I lead a team of 5 Quality Analysts and 1 Trainer and manage the end to end delivery of process compliance; Quality & Training related tasks for my account.

Key Responsibilities:

Competency and Performance Management: Responsible for strengthening Compliance, Quality & Training Management Processes/framework to improve and enhance the performance of account.

Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires.

Setting up Governance structure to ensure Delivery Accuracy and audit Readiness.

Continuous Improvement and Delivery Excellence: Driving improvement initiatives that positively impact Client satisfaction & business profitability

Solve business problems through innovative & sustainable solutions through Six Sigma DMAIC strategy and applicable Continuous Improvement and/or Delivery Excellence strategy and best practices.

Attend Business Reviews and represent Training and Quality function to internal and External Clients.

External/ Internal Audits led:

-FFIEC audit, TPISA audit, PCI audit, ISO27001 & ISO 22301 Certification audit, KCO/SOX testing, RCSA, OCC audit, BPMS adherence/ PMR audit.

Assistant Manager Transactional Quality (Band 6A), IBM Global Process Services, Gurgaon Haryana, India, Apr 11 – Jul 13

As an Assistant Manager, I was responsible for managing the overall transactional quality and training function (for both voice and non-voice channels) for a Fortune 30 Banking client (Citibank). I led a team of 6 Quality Analysts and 1 Trainer and manage the end to end delivery of all Quality & Training related tasks for my account.

Key Responsibilities:

Handling end to end Training and Quality Requirements for IBM – IV client.

Capture the reporting needs of the client accurately and set up processes to seamlessly meet client’s expectation.

Establish Quality Procedure for the team and continuously monitor and audit to ensure team meets quality goals.

Meet and Exceed Client Metrics: External & Internal Quality, CSAT, NPS & FCR metric to ensure that they are consistently green.

Drive innovation and process improvement initiatives in my account.

Planning and Scheduling – Calibration, Gauge RnR and RTR.

Strong interpersonal skills to manage client expectation/engagements effectively and motivate the team.

Streamline the processes; reduce learning curve with appropriate interventions.

Responsible for effective knowledge transform trainee performance management, report-outs and training dashboards.

Planning training for new (Induction Training/ Product and Process Training/ Domain Training/ Nesting or on Job Trainings) and Existing (Refresher and OD trainings) employees.

Quality Analyst, IBM Global Process Services, Gurgaon, Haryana, India, Nov’09 – Apr’11

Worked as Quality Analyst for a Fortune 500 Web Portal (Yahoo) and handled transactional quality for Email & Chat Support.

Key Responsibilities:

As a Quality Analyst, I was responsible for managing the Transactional Quality scores for multiple back office sub-processes of the account. Additionally, my responsibility areas included preparation of multiple reports, analysis and preparation of performance dashboards for the client as well as account’s management team. I did support chat as well mail channels.

In July 2010, as a part of an international assignment, I went to Cairo, Egypt for 1.5 months to train the pilot batch agents for IBM’s newly launched customer service delivery center for our client. In addition to training, I also supported the setup of transactional quality function and provided post launch support which continued through teleconference calls.

Quality Analyst, IBM Global Process Services, Gurgaon, Haryana, India, Aug’08 – Nov’09

Worked as Quality Analyst for one of the largest telecommunications and media companies of Canada (Bell Canada) and provided transactional quality support for Internet services through Inbound Calls.

Key Responsibilities:

In this role, I was responsible for managing the transactional quality scores for multiple delivery teams. Additionally, my responsibility area included analyzing quality trends and training requirements. Conduct refresher training and huddles for associates. Drive innovation, process improvement initiatives in the process.

Completed Yellow Belt Certification on “Reduction in MCF Scores” to improve the External quality Scores and enhance customer satisfaction.

Completed Universal Coach Certification (VAS Coach) to acquire voice and accent skills.

Technical Executive / Senior Technical Support Executive, IBM Global Process Services, Gurgaon, Haryana, India, Dec’06 – Aug’08

Worked as Technical Executive / Senior Technical Support Executive for one of the largest telecommunications and media companies of Canada and provided transactional quality support for Internet services through Inbound Calls.

Key Responsibilities:

As Technical Executive, I provided Level 1 On-Phone Customer Service for Internet related queries for our client. After 6 months, on the basis of my performance, I was promoted as Senior Technical Executive and moved to Tier 2 support team.

As Senior Technical Executive, I provided Level 2 support team for our client. In this role, I was responsible for providing higher level on-phone support and managing customer escalations related to set up and technical troubleshooting for Internet services.

Certifications Acquired

American Bank Service Provider Certification (External Certification by American Bankers Association)

Interview the IBM way : Operations assessor Certification

Certification for Manager Effectiveness Program

Yellow Belt Certified

Green Belt Certified

ASQ Black Belt Certified

Universal Coach Certification (VAS Coach)

Value Adds and Achievements

Yellow Belt Certification: “Reduction in Model Call Fatal (MCF) parameter for Bell Canada Process” which helped the team (26 members) to improve the External quality Scores and enhance customer satisfaction.

Green Belt Certification: “Improvement in the External Accuracy Scores for Citibank” which helped the process to enhance customer satisfaction and provide quality customer service and avert the chance of losing business.

Transitioned a new Healthcare business (Apollo Munich) by providing expertise from Training and Quality perspective.

Led the Quality Score of account to the top amongst all customer care vendors of our client consistently since Jan ’14.

Won IBM’s “Manager Who Shines” Award and “Team Ovation” Award in 2013.

Selected in IBM’s / Concentrix’s Top Talent program consistently every year since 2012.

Contact this candidate