Jayachandran - Sr. Quality Analyst - Chennai, TN, India

Lydia Rubadharsini Jayachandran

Chennai, TN, India

Services

Sr. Quality Analyst

Summary:

Having Overall 7+ years experience in which 4+ years experience in telecom and 2 + years experience in Banking as Quality Analyst

Work History

Quality Analyst

Intelenet Global Service

From January 2012

Performance in Serco:
• Joined as a Quality Analyst to handle Barclaycards.
• Transaction monitoring for Complaint handlers
• Done Error & Root cause analysis for process improvements.
• 100% Feedback delivery to the associates on Quality monitoring.
• Immediate fatal error feedback and MIP /PIP monitoring and feedback.
• Conducting team huddles and update briefing sessions.
• Conducting Internal and client calibration.
• 'Floor Walk, Continuous Monitoring for the bottom performers, Increased the sample size for defaulters End to End floor Support in the absence of Team Leader.
• 'Monitoring & mentoring the new associates in terms of Quality, and floor assistance.
• Initiatives like sharing Quality Tips for the day.

Sr. Quality Analyst

Tech Mahindra

October 2009 - January 2012

Performance in Tech Mahindra:
• Joined as a Quality Analyst to handle Tata Indicom Prepaid related complaints of SR close looping team for 11 circles ( East & South)
• Transaction and call monitoring for associates for CMBU, EBS VAS, VMI, Tata docomo.
• Done lot of analysis for process improvements.
• Call Scripts and Templates prepared for CMBU in order to ease the process.
• 100% Feedback delivery to the associates on Quality monitoring.
• Voice call presentation prepared for developing soft skills.
• Immediate fatal error feedback and MIP /PIP monitoring and feedback.
• Conducting team huddles and update briefing sessions.
• Conducting Internal and client calibration.
• 'Floor Walk, Continuous Monitoring for the bottom performers, Online Feedback, Increased the sample size, Training conducted with PPT presentation. End to End floor Support for CMBU in the absence of Team Leader.
• 'Monitoring & mentoring the new associates in terms of Quality, Productivity, and floor assistance.
• Initiatives like Quality Quantile contest, Call to win contest, Connect & conquer contest in order to improve the contactability percentage in process, Best caller of the day, SPOC audits, winning over a difficult customer are conducted to improve the performance of the overall quality scores.
• Analyzed the invalid complaints raised by the call centre and sharing the action plans.
• Identifying the process gaps and sharing best action plan with the clients.

Quality Service Assurance Auditor

Protean Consultants, Client of Tata Teleservice Pvt Ltd

December 2007 - September 2009

Performance in Tata Teleservice:
• Joined as a Quality Auditor to handle Process Assessments for all Business Units in Tamil Nadu.
• Formulating Action plans based on the assessment findings
• Tracking and Monitoring of the Action plans derived
• Handled calibration with Service partners.

Call retrieval officer

Call Chennai and Call Ezee

January 2007 - December 2007

Performance in Call Ezee
• Joined as Call Retrieval officer to handle inbound calls.
• Handled different types of customers and solved their queries.
• Handled out bound calls for Land sales and fixed appointments as per management requirement.
• Put lot of efforts to increase the calls in the inbound.
• Handled data entry and correction in available data
• Interacting with different type of people and attracting them with product.

Qualifications & Certifications

Business Application

University of Madras

Biology and Plant Biotechnology

Women's Christian College, University of Madras

Amutha Matric Hr. Sec school

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