Resume

Quality Manager

Location:

Kolkata, West Bengal, India

Posted:

February 05, 2021

Contact this candidate

Resume:

CURRICULUM VITAE

UTSAV PAUL CHAUDHARY

Present Address:-

H. No. 122

Behind IDBI Bank, Panchanantala,

Sadar Boxi Lane (Danu Bose Lane)

Howrah Maidan.

Howrah- 711101. (West Bengal, India)

Mob. No:- 974-***-****, 891*******

Skype ID: utsav.pc

E Mail: adjyjm@r.postjobfree.com, adjyjm@r.postjobfree.com

adjyjm@r.postjobfree.com, adjyjm@r.postjobfree.com

CAREER OBJECTIVE :-

A Challenging position utilizing my abilities developed through my education with the opportunity for professional growth based on my performance to achieve end to end quality perfection in front as well as backed management.

PROFESSIONAL EXPERIENCE:-

Three Years & Five Months Experience with Hightex Infotech Solutions Pvt. Ltd. (1st August 2017 to Till Date) as a Quality Head & Trainer (US Online Education Process).

Responsibilities:-

We have to listen Live Calls /Live Barging/Monitoring the calls update the agents and the respective Team leader..

Place: - Kolkata

To be an effective communication bridge between management and agent / team members.

To attend to any immediate issues raised by the team members pertaining to day-to-day operations and resolving them within a stipulated time

To drive the team towards goals and targets set by respective management heads

To be able to lift the teams morale in time of need or when faced with an obstacle.

To be tactful and diplomatic in handling any challenges faced due to non performance or personal matters in the team.

To have foresight in planning and addressing of any issues / problems.

To adhere to schedules and deadlines while preparing reports and appraisals.

To be fair and just to all his team members when resolving issues pertaining to appraisals / rosters / leaves.

To be knowledgeable and resourceful when faced with matters of escalation calls and irate customers.

Finally, to be there for the team at all times and set an example to follow and show the team long term goals of leadership and management.

Audit Voice and Non-voice leads to ensure Compliance with project requirements

Prepare, Maintain & Publish internal and external quality reports

Track campaign / project progress and Audit Queues to ensure timely Deliveries

Ownership of audit completion within the TAT to meet deliverables

Maintain Audit SOPs and conduct regular calibrations with the Operations team

Partner with Operations to conduct Timely refreshers and training

Conduct trend analysis and provide insights for process enhancement

Investigate escalations for root cause and suggest preventive measures

Maintain Productivity reports and tracking KPIs

Four Years & One Month’s Experience with SUNVIEW INFOTECH SOLUTION PVT. LTD. (20th June 2013 to 24th July 2017) as a Quality Head (UK Survey process. Online Education Process).

Responsibilities:-

We have to listen and live call Live Barging/Update the agents and after that directly upload to the client FTP server.

Place: - Kolkata

Job Responsibilities:-

• Audit calls on a daily basis in order to follow the quality parameters.

• Give quality feedback to the Team Leader and the agents as and when required.

• Timely escalation of Quality issues to team leader and ensure timely resolution.

• Sincerely follow up with the registered or existing customers on regular intervals

• Resolve grievances of existing customers if they have any.

• Proper reporting to the concerned authority.

• Contributes to team effort by accomplishing related results as needed.

• Co-ordinate with team members for every other required aspect.

1.Concerned with Productivity, Data Reporting and Analysis

2.Providing Coaching and acquiring Feedback

3.Liaise with Stake Holders and foster strong relations with them

4.Key role in Internal Quality Attainment and Grid Movement of Teams

5.Recommend effective strategic & proactive actions

6.Analyzing the Customer Satisfaction Level by Auditing Complaints & Interaction Feedback.

7. Conducting External Calibration (Call and emails) with circle team on monthly basis.

8. Interacting with circle SPOC for rebuttal discussion whenever dispute raised on externally audited transactions

1. To audit the number of calls given by the client on a daily basis.

2. Record feedback and to let the Customer Service Rep. know about his/hers areas of improvements.

3. Bring in necessary changes to the process and constant updating of call center core process

4. To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about.

5. Attend call calibrations.

6. To check if the CSR has used the right telephone etiquettes, and followed appropriate hold procedures and has a given a proper resolution for the customer’s request.

Quality parameters :-

Proper call opening and closing showing interest to callers query and giving assurance to solve the problem. Taking responsibilities and try to control the call. Customer is looking for empathy not sympathy. Professionalism should be maintained by an agent. Dead air should not be more then 10 seconds and when you need to check something on your system ask for a hold with reason and time slot. Explain each step which you perform to solve the query so the caller can understand what he is doing.

Two Years & One Month’s Experience with ANUPAM TECHNOLOGIES PVT. LTD. (12th May 2011 to 31st May 2013) as a Sr. Quality Analyst (US Online Education Process).

Job Responsibilities:-

Listen and live call Live Barging/Editing and Update the agents with their respective Team Leader.

Two years One month experience with UDAYAN SOLUTION PVT. LTD. (KPO) (2nd February 2009 to 29th March. 2011) as a Sr. Quality analyst (UK Survey process & US Online Education Process) .

Place :- Kolkata