Quality Analyst

OLIVER MUMFORD

**/* *** ****** *** cross Lane

Vaishnavi Nagar

Chennai - 600109

adgyf2@r.postjobfree.com

Mobile.No +919*********

OBJECTIVE:

Seeking a position to utilize my skills and abilities in the industry that offers professional growth while being resourceful, innovative and flexible.

WORK EXPERIENCE:

MERIT SOFTWARE SERVICES: ( Quality Analyst / SME)

Working as Quality Analyst from March 2015 to August 14th 2020.

Remarkable Ability to Analyse and track historical call volume, seasonal variations and trend

Ability to Create and maintain organizational and individual scorecard system

Ability to Track and analyse compliance to call centre service standards

Excellent multi-tasking skills

Proficient with Excel, Access, word processing and screen navigation

Strong communication and problem solving skills both written and verbal

Excellent time management and organizational skills

Self-motivated and able to work independently.

Consistently sent immediate email to supervisors and provided instant feedback on performance concerns

Participated in internal calibrations with Quality and Operations and ensured consistent scoring

Responsible for being objective liaison on behalf of the client to the vendors.

Participated in assisting with Quality lessons and improved quality performance

Tracked call results and conducted trend analysis based on results of monitors and improved quality and training

Performed contact call centre monitoring, evaluated and reported all agents within regional territory

Actively used quality management system to compile, track and trend agent performance

Analysed call trends and identified agent and call centre training opportunities and provided recommendations to management.

KYYBA Inc:

Worked as Technical Recruiter (Engineering) from April 2014 to Jan 2015.

Job Profile:

Full cycle recruiting of Engineering Professionals for contract and direct positions within the Automotive Industry .

Analysing hiring needs as well as designing the job description from different departments for resources with the business teams.

Understanding the requirements for a particular position .

Sourcing the profiles (IT and Non IT) through Job Portals, Employee Referral, social networking, linkedin and vendors.

Talking to the candidate-convincing for the requirement-forwarding the profiles to client Company with all the required details.

Uploading of profile in the Company's database via their specific portal.

Schedule, coach, and prep candidates for interviews with client .

Negotiate salary and benefit packages.

Arranging interviews for selected candidates via Telephone / Face 2 Face / Video Conferencing

Coordination with respective Departments for interviews feedback of the candidates

Proper follow up with the candidates selected till date of joining

Work with AKKEN and Microsoft office on daily basis.

Speetech group (Qatar)

Worked as Marketing Executive from June 2013 to March 2014.

Job profile:

Planning marketing activities in conjunction with company’s growth plan and working out strategies to execute the plan.

Provided customers with competitive quotations.

Making sure products and services are supplied to customers on time.

Regularly liaised with our suppliers to ensure the progress of existing orders.

Gathering industry data and analyzing spend patterns to highlight the potential for future growth.

MERIT SOFTWARE SERVICES:

Worked as a Senior Customer Service Researcher with effect from 28th July 2009 till June 2013.

Job Profile:

We work for an Online Business Directory which deals with the Construction Industry.

We call UK people working in the construction industry regarding a particular project which is coming up in UK and update details regarding the project.

We analyse the project status and do marketing for the future growth of the project.

We provide suppliers( subcontractor) for the main client at each stage of the project till the completion of the project.

ENHANCED CUSTOMER CARE:

Worked as a Customer Service Representative with effect from June 3rd 2005 to 18th Dec 2008.

Enhanced customer was taken over by Dhanus Technologies Limited.

Job Profile:

We call UK people and ask them to invest in the U.S stock market by asking them a series of questions.

EDUCATIONAL QUALIFICATION:

St. Marys Higher Sec School X Std 58%

St. Marys Higher Sec School XII Std 67%

SKILL SETS:

HTML

Technical Seminar Presentation

Information Search and Analysis Skills (ISAS)

PERSONAL INFORMATION:

Permanent Address : 13/7 2nd Street 4th cross Lane

Vaishnavi Nagar

Chennai - 600109

Date of Birth : 27-1-1981

Languages known : English, Tamil

Hobbies : Cricket, Football.

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