Customer Care Quality

Contact

+919********* (Mobile)

adikeo@r.postjobfree.com

www.linkedin.com/in/deepak-

rakde-b89846a3 (LinkedIn)

Top Skills

Call Centers

Process Improvement

Training

Languages

Hindi (Professional Working)

English (Professional Working)

Certifications

Tally 9.0

Deepak Rakde

Quality Analyst at Ziff Davis B2B

Pune

Summary

Experienced Quality Analyst with a demonstrated history of working in the online media industry. Skilled in Analytical Skills, Microsoft Word, Service-Level Agreements (SLA), Customer Relationship Management (CRM), and Contact Centers. Strong quality assurance professional with a Bachelor of Arts (B.A.) focused in English Language and Literature/Letters from University of Pune. Experience

Ziff Davis B2B

Quality Analyst

May 2020 - Present (7 months)

Pune, Maharashra,India

• Performs audits for practice CDQA (contact discovery quality assurance), Data & CCL (Confirmed Calling Leads)

• Performs call monitoring and provides trend data to site management team.

• Uses quality monitoring data management system to compile and track performance at individual level.

• Provides actionable data to various internal support groups as needed.

• Provides feedback to Research analyst.

• Prepares and analyzes internal and external quality reports for management staff review.

• Participation in Internal/External calibrations.

• Extract/Move the required leads from Available DB as per campaign requirement.

• Making end to end follow up on campaign delivery (Data availability, SV,TV, Packaging & Delivery)

Salesify, Inc.

Quality Analyst

September 2014 - April 2020 (5 years 8 months)

Pune Area, India

• Responsible for managing daily SLA (Quality & TAT)

• Ensuring 100% Quality checks.

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• Performs audits for CDQA (contact discovery quality assurance)

• Performs call monitoring and provides trend data to site management team.

• Uses quality monitoring data management system to compile and track performance at individual level.

• Provides actionable data to various internal support groups as needed.

• Provides feedback to Research analyst.

• Prepares and analyzes internal and external quality reports for management staff review.

• Responsible for 100% Audits.

• Participation in Internal/External calibrations. Wipro Bpo Solutions Limited

Quality Analyst

June 2011 - September 2014 (3 years 4 months)

• Responsible to perform Audit for Customer Accounts for ENU (Energy & Utility) Process

• Share feedback to agents who is not meeting Process Quality SLA

• Responsible to take daily huddle and refreshes

• Initiate Necessary Action plans against defaulters

• Responsible to cascade Daily/Weekly/Monthly Report to Operation team using 7 QC tools

• Analyze top defects and train them accordingly

• Responsible to meet Quality SLA

• Handled SLA level customers accounts

• Conduct PKT(Process knowledge test) on monthly basis in team

• Responsible to create flow chart of new process

IBM

Customer Care Executive

August 2009 - May 2011 (1 year 10 months)

• Attend the Inbound customers call

• Resolve Issue/Query through the call

• Handled Escalation calls

• Motivate the customer from service and product

Videocon Telecommunications Ltd

Associate

June 2008 - August 2009 (1 year 3 months)

• Responsible to update Customer Service order Evaluation report in SAP_CRM

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• Maintain ICE (Internal customer engagement) report

• Evaluate all Report in given TAT

• Responsible to cascade all report to management team on daily basis

• Responsible to share customer feedback to Op's

Education

University of Pune

Bachelor of Arts (B.A.), English Language and Literature/ Letters · (2007 - 2010)

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