Bangalore,India,*****

807-***-****

adtxxd@r.postjobfree.com

Overall 6 years experience

,Seeking a Creative, challenging

and growth-oriented career to

enhance my skills and to excel it

by hard Work and Determination.

To seek a position that involves

Challenging projects with scope

to learn and contribution.

ALWIN RAJ

EXPERIENCE

Lead Quality Analyst & Training Fyers Securities pvt ltd - Bangalore

05/2021 - Current

Driving the Quality Methodology for the organization - Point of Contact for the Quality Team

•

Conducting Team Meetings, Quality Briefing Sessions as and when required

•

Responsible for development and maintenance of quality control policies.

•

Interacted with customers and clients to know about the quality of the company and their satisfaction from the company services.

•

Worked in coordination with other departments in

implementing the quality standards and benchmarks – Developed benchmarks of quality standards, directed towards improving performance of departments.

•

Responsible for maintaining all aspects of the site quality management

•

Provide weekly and monthly reports to senior managers on performance

•

Identify training needs and recommendations to improve customer experience

•

Making sure that all QA records, data & information are available to managers

•

Ensuring evaluations are up to date and essential inputs reaches other dept. for improvement on Strategic app and website development

•

Conducting periodic management reviews to check the health of the process

•

Responsible for accuracy and timely inspection/

Responsible for overall development, implementation and maintenance of QMS

•

Liaise with the external assessment body on all matters related to the external accreditation process Report to top management on the performance of the QMS and

any need for improvement in cost cutting and

performance improvement

•

Ensuring that all new staff are inducted into the

requirements of the QMS related to their own roles and responsibilities

•

Leading/participating internal calibration sessions with Quality/training/Operations

•

• Conducting Quality sessions for the new hires

Working with Operations team to develop the overall process improvement strategy & plan

•

Identifying fatal and non-fatal errors impacting the process and take corrective/preventive action.

•

Sr Quality analyst Fyers Securities pvt ltd

11/2020 - 05/2021

We audit the calls taken by the advisors, where we audit with the reference of quality parameters. We mark them accordingly with reference to SOG using the Audit format sheets.

•

Share feedback to advisors on their performance on calls and make them not to repeat those instances.

•

Doing ATA Audits and share the feedback to QA and send variance report

•

Call monitoring and provides trends to Management team. Monitoring the data to compile and track performance at team and individual level.

•

Providing process OJT and certification to the new batch trainees, providing process updates to the team and providing guidance to associates regarding product building and reviewing

•

Explain Advisor the call handling skills and objection handling, letting them know the process and product on daily briefing basis.

•

Been Part of the Call Calibration meetings conducted from Circle, Client, Cluster Team and National Team, Having Discussion on QA performance and Ratings and process and product improvements. Ensure corrective action on Fatal identified and proper procedures were followed, parties for timely resolution

•

• preparing RCA for Social media Escalation case

• Send monthly MTD report of complacence audits

Quality Analyst / Sr Quality Analyst Rupeek Fin tech PVT LTD 10/2019 - 11/2020

• Product: Rupeek Gold loan

We audit the calls taken by the advisors, where we audit with the reference of quality parameters

•

We mark them accordingly with reference to SOG using the Audit format sheets

•

Share feedback to advisors on their performance on calls and make them not to repeat those instances

•

• Call monitoring and provides trends to Management team Monitoring the data to compile and track performance at team and individual level

•

Providing process OJT and certification to the new batch trainees, providing process updates to the team and providing guidance to associates regarding product building and reviewing Explain Advisor the call handling skills and objection handling, letting them know the process and product on daily briefing basis

•

Been Part of the Call Calibration meetings conducted from Circle, Client, Cluster Team and National Team, Having Discussion on QA performance and Ratings and process and product improvements

•

Ensure corrective action on Fatal identified and proper procedures were followed, parties for timely resolution Prearing RCA for Escalation case, Identify and give feedback on agent shortcomings in soft skills and process knowledge

•

• Online/offlinemonitoringof agentcalls to auditand scrutinize DailyReportson QualityDeviations Auditingcallsbased on set parametersandCTQ's

•

• Takingtrainingfor new batchesregardingquality parameters Reviewingtheperformanceof the Agents Giving

Feedbacktooperationsregardingany deviationsin process

•

• CSR

• Ison xperiences

• Worked for Domestic Voice process

• Assistingthecustomersin their queries

• Skillsin sales andmarketing

• Providing necessaryinformation to thecustomers

Suggestingright product to the customer by

understandingtheir requirements clearly Handled above 110 customer interactions per day, giving detailed, personalized, friendly & polite service to ensure

customerretention

•

• CSR

• Concentrix

• Worked for Domestic Voice process

• Assistingthecustomersin their queries

• Skillsin sales andmarketing

• Providing necessaryinformation to thecustomers

Suggestingright product to the customer by

understandingtheir requirements clearly Handled above 110 customer interactions per day, giving detailed, personalized, friendly & polite service to

ensurecustomerretention

•

Quality Analyst QA Ison xperiences Bengalore

10/2017 - 10/2019

Identify and give feedback on agent shortcomings in soft skills and process knowledge.

•

Online/offline monitoring of agent calls to audit and scrutinize.

•

• Daily Reports on Quality Deviations

• Auditing calls based on set parameters and CTQ's. Taking training for new batches regarding quality

parameters.

•

• Reviewing the performance of the Agents

Giving Feedback to operations regarding any deviations in process

•

CSR Ison xperiences - Bangalore

07/2017 - 10/2017

• Worked for Domestic Voice process.

• Assisting the customers in their queries.

• Skills in sales and marketing.

• Providing necessary information to the customers. Suggesting right product to the customer by understanding their requirements clearly.

•

Handled above 110 customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention

•

CSR Concentrix - Bangalore

12/2016 - 07/2017

• Worked for Domestic Voice process.

• Assisting the customers in their queries.

• Skills in sales and marketing.

• Providing necessary information to the customers. Suggesting right product to the customer by understanding their requirements clearly.

•

Handled above 110 customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention

•

CORE QUALIFICATIONS

Excellent command over MS Office and Google Sheets, Forms, Sites

Latest operating system exposure

Knowledge on call recording quality tool (Ameyo, Nice, CZentirx, etc.)

Hands on experience on ZOHO CRM, Desk, Salesforce, CRYSTAL and various tools

Undergone Yellow belt & White belt six sigma certification

• IT Skills:

EDUCATION

BBA

annamalai University - Thiruvananthapuram, 2017

LANGUAGES

English, Hindi, Kannada, Tamil, Telugu and Malayalam LANGUAGES

English: First Language

Malayalam: C2

Proficient

Hindi: C2

Proficient

Kannada: C1

Advanced

Tamil: C2

Proficient

Telugu: B1

Intermediate

Contact this candidate