1. 8 yrs experience in Quality. This includes Transactional (major – 6 yrs) and Process Improvement Role
2. 4 Yrs experience for handling team of 12-16 Quality Analyst and Customer Experience Analyst as Assistant Manager.
3. Worked with General and Health Insurance - Aviva Insurance (UK), Medsynergies – Insurance Hub (US), Guardian Life Insurance Company (US) and Blue Cross and Blue Shield (US)
4. 1.5 year experience of Process Consultant Role as Senior Business Analyst
5. Worked for back office, Voice and blended processes.
6. Transition done for process in 2011 (3 months in US)
7. 10 yrs valid US Visa
Assistant Manager - Process Excellence
January 2011 - January 2011
As PE-AM, I am responsible for doing analysis and improvement projects for Nexidia’s clients (R Systems’ Client). Nexidia has speech analytics services and software with the help of which they offer improvement services to their clients. Their clientage includes legal agencies, police, law firms, cable networks, etc.
Prime responsibilities and achievements are:
Working as Process Consultant/Business Analyst for different US Clients.
Speech Analytics training and details about the software. (www.nexidia.com)
Doing detailed analysis and improvement projects for Nexidia’s client like Comcast, Guthy-Renker, Acer, Shaw Direct, Vonage, Blue Cross and Blue Shield etc.
Providing ongoing support to clients for continual process improvement
Practicing Agile Methodology
Learned about TKI (Thomas Kilman Instrument) and MBTI(Myers Briggs Type Indicator) for better understanding of self and others to function as team.
Timely and accurate reporting of the outcomes and recommendations with data to the client for further improvement in their processes.
Actively work with Client Service Director to identify improvement areas and/or in improvement projects and other initiatives at client’s end. Facilitate these improvement projects using DMAIC, PDCA, and quick wins.
Train / mentor Business Analysts to perform analysis.
Assistant Manager - Process Excellence
Exl Service Pvt Ltd
April 2007 - December 2010
As PE AM I was responsible for ensuring smooth functioning of Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes. Prime responsibilities were:
Delivery of all the tasks of the QCA’s
Maintaining and managing the quality performance for the client processes
Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting) targets are met
Assist in set up of Quality Compliance function for new business processes in coordination with Operations and/or Migrations Team
Develop Quality Management System for new Clients.
Timely and accurate reporting of the internal rating on the SLA parameters; timely and accurate reporting of quality performance
Conduct regular Gage R & R / calibrations sessions internally and/or with clients
Perform ongoing reviews to ensure compliance to Quality Document and facilitate in changes in QC procedures
Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings
Work closely with Customer Experience team to drive improvement in C-Sat and soft skills.
Actively work with GB / BB to identify improvement areas and/or in improvement projects and initiatives like AIM. Facilitate improvement projects using DMAIC, PDCA, and quick wins.
Train / mentor QCAs on quality tools and concepts (e.g., QC Induction, QC Certification, etc)
Quality Compliance Analyst
July 2003 - April 2007
Handling quality for the agents and making (WIP) weekly improvement plans for them
Doing quality audits for each and every agent in the team by remote monitoring.
Screen checking by doing side by side jacking and giving feedback to the agents for their performance.
Conducting quality coaching seminars for the team and guiding the agents on how to improve.
Preparing quality presentation for the team and updating the same on the share drive folder.
Enhancing the process by best practice sharing and putting forward new ideas for improvement.
Making sure that each employee is adhering to company’s policies like mobile usage, data/information security, HR policies etc. Reported the incidents to higher management.
Customer Care Executive
July 2003 - November 2004
Joined EXL Service as customer care executive in Aviva process (House hold claims)
Attending claims call from UK regarding home claims and acting as an incident manager
Interacted with clients and utilized excellent organizational skills and coordinating the
same with the team manager.
Delivered excellent customer service and provided in house claim settlement while
Performing as the best Quality performer in the entire team.
Proved multi-tasking abilities by scheduling and supervising staff, Generating Daily
Report for the team and forwarding the same to the concerned manager.
Customer Relationship Executive
June 2002 - July 2003
Working for various prestigious inbound and outbound tele-sales campaigns including some of the renowned brands in U.S. AT & T, T - Mobile, Sprint PCS and Cingular.
Working closely with Training and Quality Dept and drafted scripts for new processes in the organization.
Training and Mentoring new members of the team.
Taking escalated calls & converting them into sales or solving customer queries if any
Qualifications & Certifications
Bachelor of Arts
University of Lucknow
City Montessori Inter College