I have worked for process like backend bank jobs,mortgages,insurance marking both life and housing and also handling the claim part of insurance,have also worked for chat processes with holiday packaging,KSRTC booking tickets,banks with their investment plans.
Worked as a trainer ,SME(subject matter expect ) and senior quality analyst in Accenture.
Have done my six sigma green belt certification.
Sr. Quality analyst
January 2004 - April 2009
A) Monitoring calls for an UK based Insurance process and sub processes for the Claims.
B) Track, score and maintain evaluated calls and results in the applicable monitoring system files track score and maintain evaluated calls and results in the applicable monitoring system files.
C) Providing constructive feedback to the agents so that they can improve on their quality scores as well as can be more compliant as per the FSMA guidelines.
D) Taking training sessions for the new joiners so that they can familiarize themselves with the Quality Forms.
E) Playing calls during the client visits so that the potential clients can get a better idea about the process and how it functions.
F) Passing updates to the floor as and when we get them from the clients.
G) Conducting calibration sessions with other QA’s across Mumbai and Bangalore centers and across the client sites.
H) Utilize probing, listening, analytical, problem solving and decision-making skills to effectively uncover and report performance and productivity exceptions identified in the collections and default areas.
I) Protect confidential / private information of all internal/external client files and documents
J) Participate in business reviews, projects, initiatives, calibration meetings, as assigned. Score card updates and changes as necessary.
K) As a successful Call Quality Monitoring Representative I work independently and with minimum supervision in order to focus on achieving the operational objectives and goals set for the department.
L) Work on Weekly review where we analyze the major defect in the process for the Week with respect to Compliance, Voice of Customer, MAGIC ,Technical parameter and on the same data calibrate with process as well as pre process training department to make the overall quality scores above the threshold and meet SLA’s.
M) Presently taking care of 1 Voice process and 5 Non voice processes.
N) Increased productivity by 8% by analyzing the defects observed in the insuranc
Qualifications & Certifications
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