Uma Sharan Mishra

Phone: 910-***-**** / Email: addic2@r.postjobfree.com

Objective

To be a part of professional team that provides opportunities to utilize my skills towards the growth of the company, enhances my knowledge and promise my career growth.

Professional Experience

Spanco B.P.O Services (RELIANCE CUSTOMER SERVICE) June 2010 – Apr 2013

Location: - Gurgaon

Spanco provide customer service to reliance India mobile (CDMA & GSM) and Net-Connect over voice from past 3+ Years to Madhya Pradesh, Rajasthan, Haryana and UP(West) circle through prepaid help lines at Gurgaon center, with headquarters in Mumbai, it provides consummate BPO services across diverse industry verticals. The company provides BPO services for inbound and outbound operations.

CSE (June 2010 –May 2011)

Primary Responsibilities included:

Answer call of prepaid process.

Taking Escalation call of Executive.

Check KPI report & share feedback with team agents.

Handle the team is in absence of Team Leader.

Quality Analyst (May 2011 – Apr 2013)

Primary Responsibilities included:

Monitoring

Analysis & Feedback

Participate in team Huddles & Provide brief on Quality position of the process.

Co-ordinate all process improvement initiatives as when required

Making weekly and monthly basis Score File and forwarding to Client Team.

Monitoring the calls and provides constructive feedback on performance basis to individuals as well as team on a regular basis.

Taking the session on weekly basis for the agents and Team Leader.

Makes the Briefing (New updates in Product) on daily bases and send to OPS team

Conduct session on briefing on daily bases

Conduct BQM session in start of the month

Calibration

Training and OJT certification

Takes session to improve the feedback skills

Key Achievements included:

Selected as the best Quality Analyst for two Times.

Increased the Quality scores of the process from by feedbacks as well as quality sessions, along with making the agent hear his / her own call.

Done projects for improve quality score like communication score, product knowledge. Works on CDR activities.

COMPETENT SYNERGIES PVT. LTD. (RELIANCE CUSTOMER SERVICE) Apr 2013 – Apr 2014

Location: - Mohali

Competent provide customer service to reliance India mobile (CDMA, GSM, RTL) and RDTV over voice from past 5+ Years to Punjab, Delhi, J&K and UP(East) circle through prepaid & postpaid help lines at Mohali center, it provides consummate BPO services across diverse industry verticals. The company provides BPO services for inbound, outbound, and back office operations.

Quality Analyst

Primary Responsibilities included:

Monitoring

CSAT, Non FTR analysis to identify the functional area to improve CSAT

Repeat call analysis

CDR analysis to Identify the Integrity issues

Making process updating to make process more easy for the CSR's

Making out call to the customer for CSAT Bottom 2 Boxes analysis

Conducting dip check on the floor for new updates on regular basis

Mystery calling to check the adherence of Product

Handling process reviews with team, Wrong Transfer analysis

Participate in team Huddles & Provide brief on Quality position of the process.

Co-ordinate all process improvement initiatives as when required

Making the analysis report on monthly basis.

Making weekly and monthly basis Score File and forwarding to Client Team.

Monitoring the calls and provides constructive feedback on performance basis to individuals as well as team on a regular basis.

Taking the session on weekly basis for the agents and Team Leader.

Makes the Briefing (New updates in Product) on daily bases and send to OPS team

Conduct session on briefing on daily bases

Conduct BQM session in start of the month

Calibration

Training and gurukul certification

Preparing Daily Audit coverage.

Preparing weekly team allocation.

Any other task assigned by Quality Manager/A.M.

Magnum Group Pvt. Ltd. (RELIANCE CUSTOMER SERVICE) Apr 2014 – Till Now

Location: - Bhopal

Magnum provide customer service to reliance India mobile (CDMA, GSM, RTL,4G), DHD & RDTV over voice from past 4+ Years to Bihar & Jharkhand, MP_CG, Mumbai, Rajasthan, Gujarat circle through prepaid & postpaid help lines at Bhopal center, it provides consummate BPO services across diverse industry verticals. The company provides BPO services for inbound & outbound operations.

Quality Analyst (Apr2014 – Apr2015)

Primary Responsibilities included:

Monitoring the calls and provides constructive feedback on performance basis to individuals as well as team on a regular basis.

Participate in team Huddles & Provide brief on Quality position of the process.

Taking the session on weekly basis for the agents and Team Leader.

Makes the Briefing (New updates in Product) on daily bases and send to OPS team

Conduct BQM session in start of the month

Calibration

Preparing Daily Audit coverage.

CSAT, Non FTR analysis to identify the functional area to improve CSAT

Repeat call analysis

CDR analysis to Identify the Integrity issues

Making process updating to make process more easy for the CSR's

Making out call to the customer for CSAT Bottom 2 Boxes analysis

Conducting dip check on the floor for new updates on regular basis

Mystery calling to check the adherence of Product

Handling process reviews with team, Wrong Transfer analysis

Co-ordinate all process improvement initiatives as when required

Making the analysis report on monthly basis.

Making weekly and monthly basis Score File and forwarding to Client Team.

Any other task assigned by Quality Manager/A.M.

Sr. Quality Analyst (Apr 2015 – Dec 2015)

Primary Responsibilities included:

Handling Team of Ten QAs.

Quality and Training Report Share with company stake holders and Clients.

MOM of QA’s and TL’s.

Prepare Quality Review.

BQM Refresher conducted by trainers

BQM Monitoring

Analysis & Feedbacks

Call Calibrations done with client and share variance report with company stake holders and external clients.

Conducting extra Activities (Include Live Call Listening, Fastest Finger Fast Contest, Side by Side Monitoring, Demo Call Activities, Power Hour, Etc)

Makes the Briefing (New updates in Product) on daily basis and send to OPS team

Conduct session on briefing on daily bases for Team leaders

Conduct BQM session in start of the month

Training and OJT certification

Participate in team Huddles & Provide brief on Quality position of the process.

Analysis of all the reports to find the RCA and send to shake holders and External Clients.

Co-ordinate all process improvement initiatives as when required

Calibration exercises on a regular basis to ensure consistency in measurement.

Take sessions to improve the feedback skills

One to one session conducted for QA’s

Weekly meeting with Team members & CSR to discuss their achievements & mutually drawing plan to improve the weakness.

Customize/ prepare presentations/ progress reports during client visits

Any other task assigned by Quality Manager/A.M.

Quality Team Lead (Dec 2015 – Aug 2017)

Primary Responsibilities included:

Handling 14 Team members of Quality, Compliance and SR Team

Quality and Training Report Share with company stake holders and Clients.

MOM of QA’s and TL’s.

Prepare Quality Review.

BQM Monitoring & Tracking Efficiency

Call Calibrations done with client and share variance report with company stake holders and external clients.

Analysis of all the reports to find the RCA and send to shake holders and External Clients.

Calibration exercises on a regular basis to ensure consistency in measurement.

Weekly meeting with Team members & CSR to discuss their achievements & mutually drawing plan to improve the weakness.

Customize/ prepare presentations/ progress reports during client visits

Conduct daily touch base meetings with QA

Document and facilitate communication and troubleshooting of issues, bugs, changes

Validate and close-out all issues prior to client delivery by compliance audits

Collaborate with other QA staff to accomplish all daily QA tasks on-time with a high level of quality

Develop process to ensure the highest level of quality assurance possible

Investigate procedures, workflows, and software to keep our processes up to date

Mentor QA team members and share expertise

Assist in the development of on-going training programs for the QA Team

Provide department specific orientation and training for new hires

Maintain open communication with internal teams

Plan and document the testing effort via test plans and test cases for larger-scale projects

Take sessions to improve the feedback skills

Participating is process con call and monthly reviews

Tracking Agent performance report and sharing observation with stake holders

Any other task assigned by Quality Manager/A.M.

Magnum Group Pvt. Ltd. (Jansamvaad – Chhattisgarh) Apr 2017 – Sep 2018

Location: - Raipur

Magnum provide customer service to Jansamvaad (CM Help Line) it provides consummate BPO services across diverse industry verticals. The company provides BPO services to collect feedback related to the schemes that are constantly rolled out in various government benefits of the citizen / domestic. Which connect with citizens and their complaints, feedback and suggestions related to the benefits that they would avail under various plans

Quality Team Lead (Apr 2017 – Sep 2018)

Primary Responsibilities included:

Handling 12 Team members of Quality

Quality Report Share with company stake holders

MOM of QA’s and TL’s.

Prepare Quality Review.

BQM Monitoring & Tracking Efficiency

Call Calibrations done with client and share variance report with company stake holders and external clients.

Analysis of all the reports to find the RCA and send to shake holders and External Clients.

Calibration exercises on a regular basis to ensure consistency in measurement.

Weekly meeting with Team members & advisers to discuss their achievements & mutually drawing plan to improve the weakness.

Customize/ prepare presentations/ progress reports during client visits

Conduct daily touch base meetings with QA

Document and facilitate communication and troubleshooting of issues, bugs, changes

Validate and close-out all issues prior to client delivery by compliance audits

Collaborate with other QA staff to accomplish all daily QA tasks on-time with a high level of quality

Develop process to ensure the highest level of quality assurance possible

Investigate procedures, workflows, and software to keep our processes up to date

Mentor QA team members and share expertise

Assist in the development of on-going training programs for the QA Team

Provide department specific orientation and training for new hires

Maintain open communication with internal teams

Plan and document the testing effort via test plans and test cases for larger-scale projects

Take sessions to improve the feedback skills

Participating is process con call and monthly reviews

Tracking Agent performance report and sharing observation with stake holders

Any other task assigned by Quality Manager/A.M.

Magnum Group Pvt. Ltd. (Centralized Consumer Care Center Madhya Pradesh poorv kshetra vidyut vitaran company ltd) Sep 2018– Feb 2020

Location: - Jabalpur

Magnum provide customer service to Centralized Consumer Care Center for Madhya Pradesh poorv kshetra vidyut vitaran company ltd it provides consummate BPO services across diverse industry verticals. The company provides BPO services to raise electricity related complaints through inbound calls and escalate the complaint to concerned officer via automated CRM toll also addressing the grievance resolutions for LT and HT services. Which connect with citizens and their complaints, feedback and suggestions related to the benefits that they would avail under various schemes.

Quality Assistant Manager (Sep 2018 – Feb 2020)

Primary Responsibilities included:

Handling 4 Team members of Quality and 2 Team members of Training.

Quality & training Report Share with company stake holders.

MOM audits of QA’s and TL’s.

Prepare Quality & training Review.

BQM Monitoring & Tracking Efficiency.

Call Calibrations done with client and share variance report with company stake holders and external clients.

Analysis of all the reports to find the RCA and send to shake holders and External Clients.

Calibration exercises on a regular basis to ensure consistency in measurement.

Weekly meeting with Team members & advisers to discuss their achievements & mutually drawing plan to improve the weakness.

Customize/ prepare presentations/ progress reports during client visits.

Conduct daily touch base meetings with QA & Trainers.

Validate and close-out all issues prior to client delivery by compliance audits

Collaborate with other QA staff to accomplish all daily QA tasks on-time with a high level of quality

Develop process to ensure the highest level of quality assurance possible

Investigate procedures, workflows, and software to keep our processes up to date

Mentor QA team members and share expertise

Assist in the development of on-going training programs for the QA Team

Provide department specific orientation and training for new hires

Maintain open communication with internal teams

Plan and document the testing effort via test plans and test cases for larger-scale projects

Take sessions to improve the feedback skills

Participating is process con call and monthly reviews

Tracking Agent performance report and sharing observation with stake holders

Any other task assigned by Quality Manager/A.M.

Magnum Group Pvt. Ltd. (C.M. Help line Madhya Pradesh) Sep 2018– Feb 2020

Location: - Bhopal

Magnum provide citizen service to C.M. Help line Madhya Pradesh it provides consummate BPO services across diverse industry verticals. The company provides BPO services to raise various type of complaints through inbound calls and escalate the complaint to concerned officer via automated CRM toll also addressing the grievance resolutions. Which connect with citizens and their complaints, feedback and suggestions related to the benefits that they would avail under various schemes.

Quality Assistant Manager (Feb 2020 – Till now)

Primary Responsibilities included:

Handling 12 Team members of Quality.

Quality & training Report Share with company stake holders.

MOM audits of QA’s and TL’s.

Prepare Quality & Review.

BQM Monitoring & Tracking Efficiency.

Call Calibrations done with client and share variance report with company stake holders and external clients.

Analysis of all the reports to find the RCA and send to shake holders and External Clients.

Calibration exercises on a regular basis to ensure consistency in measurement.

Weekly meeting with Team members & advisers to discuss their achievements & mutually drawing plan to improve the weakness.

Customize/ prepare presentations/ progress reports during client visits.

Conduct daily touch base meetings with QA & Trainers.

Validate and close-out all issues prior to client delivery by compliance audits

Collaborate with other QA staff to accomplish all daily QA tasks on-time with a high level of quality

Develop process to ensure the highest level of quality assurance possible

Investigate procedures, workflows, and software to keep our processes up to date

Mentor QA team members and share expertise

Assist in the development of on-going training programs for the QA Team

Provide department specific orientation and training for new hires

Maintain open communication with internal teams

Take sessions to improve the feedback skills

Participating is process con call and monthly reviews

Tracking Agent performance report and sharing observation with stake holders

Any other task assigned by Quality Manager/A.M.

2010 Graduation (BCA from Bhopal University)

2004 12th Pass from MP Board

Studies focused Economics, English, Political Science and History.

2002 10th Pass from MP Board

Studies focused on Mathematics, Science, Social Science, Hindi, and English

2006 1 year diploma course in computer from IHT

Focused on MS-Office. MS-Dos, HTML,VB.net.

Date of Birth : 07 October 1988

Marital Status : Married

Father’s Name : Mr. Y.K. Mishra

SEX : Male

Language Known : English, Hindi

Hobbies : Listening Song, Surfing Internet.

Address – Kapildhara colony Bijuri Disst- Anuppur (MP)

Email ID: addic2@r.postjobfree.com

addic2@r.postjobfree.com

Contact No: - +91-910*******

Education

Professional Education

Personal Information

Personal Information

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