Supervisor

AREAS OF EXPERTISE

Quality Control

Quality Assurance

Quality Audits & reviews

NPS – Voice of Customer

Complaints (Social Media/Central Bank)

Operational effectiveness

WORK EXPERIENCE

SUPERVISOR- QUALITY CONTROL (TELESALES) MAJID AL FUTTAIM – NAJM

Dec 2017- June 2020

Establishing and maintaining metric capture programs, trending activities and implementing the QC plan.

Performing corrective action investigations, determining root causes and defining corrective/preventive action measures.

Performing internal audits.

Communicating and interacting effectively with all levels of the organization and with external auditors/customers.

Identify training needs and recommendations to improve customer experience.

Responsible for monitoring and maintaining quality and compliance targets. Monitoring and auditing of products to ensure high standards of quality. Ensuring products comply with legislation and quality assurance codes.

Provide weekly and monthly reports to senior managers on performance.

Telesales Executive – DUBAI FIRST June 2016 – October 2017

Managed outbound sales calls for Loan on phone, Balance Transfer, Supplementary Credit Card sourcing. Maintained daily accounting of all calls as well as managed daily telemarketing records.

Acquires, develops and maintains a growing portfolio of clients, ensuring that new relationships or on-going requirements of existing clients achieve maximum revenue within acceptable -risk profile requirements.

Demonstrates products and services (as above) to existing/new to bank customers and assists them in selecting those best suited to their individual needs. Also, coordinates with all the respective involved departments.

Supplies management with oral and written reports on customer needs, problems, interests, competitive, activities, and potential for new products and services. Ensure full awareness of all policies and procedures issued in relation Shariah principles, operational risk and mis-selling, etc & comply by the same.

Meeting the targeted productivity levels and to ensure adherence to service level agreement (SLA) and turnaround time. Ensured customers received prompt service and handled customer complaints.

Telesales Executive - RAKBANK Oct 2014 – Sept 2015

Maintained daily accounting of all calls as well as managed daily telemarketing records. Executed tasks such as prospecting and networking for lead generation.

Assisted Marketing Manager to select new customer services and even coordinated about maintenance needs. Working on high quality appointment setting campaigns.

Ensured customers received prompt service and handled customer complaints. Identify and highlight all fraudulent activities thereby reducing risk exposure and increasing quality of analysis.

Ensure Compliance to quality of authenticated documentation and policy parameters. Meeting the targeted productivity levels and to ensure adherence to service level agreement (SLA) and turnaround time.

Lead Customer Service Analyst - AMERICAN EXPRESS INDIA PVT LTD Mar 2009 -Aug 2014

Collaborated with management team to analyse customer satisfaction levels and institute a program to guide and motivate advisors to improve level of service. Increased customer satisfaction scores by 1500 – 2500 basis points within two months of the implementation.

Ensure reduction in individual and overall error rates (error rate not to exceed 1% for any month). Responded over 50-60 emails per day from customers with diverse needs and personalities, skilfully resolving complex issues with professional diplomacy.

Delivered informative and highly participatory training on new products and system releases, quality and superior customer service to 20 member team, new hires and additional teams throughout the organisation.

Initiated a Cardmember Service Unit to streamline operations and improve customer service. Identify and highlight all fraudulent activities thereby reducing risk exposure and increasing quality of analysis.

A member of the first team dedicated to servicing Cardmembers, with a portfolio of Affinity, Consumer, Corporate and Co-branded Cards. Handle all new and upcoming projects and supporting Technical Team in UAT Testing.

Ensure Compliance to quality of authenticated documentation and policy parameters. Meeting the targeted productivity levels and to ensure adherence to service level agreement (SLA) and turnaround time.

Ensure appropriate level of productivity output to enhance within given resources in times of peak load (month ends, promotions etc.) and adherence to Standard Operating Procedures (SOP).

Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.

Makes serious efforts at understand internal customer needs and ensures customer expectations are met in every interaction. Develops solutions that fully meet customer needs and expectations.

EDUCATIONAL QUALIFICATION

MBA from Punjab Technical University.

Graduation from C.C.S. University.

PERSONAL INFORMATION

Phone no : +971-********* (UAE) / +91-965******* (INDIA)

Email : add1vt@r.postjobfree.com

RASHMI ARORA

A highly efficient, methodical quality assurance supervisor who has considerable experience of developing and implementing effective quality control processes and structures in a corporate environment.

Contact this candidate