Benwal - Quality Analyst In Telecom, Sales, Customer Service - New Delhi, DL, India

Neelam Benwal

New Delhi, DL, India


Quality Analyst In Telecom, Sales, Customer Service

Work History

Job Profile:

Working as a Quality Analyst in Quikr India Pvt Ltd

➢ Doing audits of online appointment within TAT.
➢ Regular audits & feedback of lead generated.
➢ Taking Quality Induction for Training Team
➢ Preparing weekly, fortnightly & monthly Quailty report.
➢ Highlighting concern & resolving the issues
➢ Preparing monthly agent roster & doing QA allocation.
➢ Doing certification for OJT batches.
➢ Preparing MBR for the alternate centers
➢ Focusing more on BQA.
➢ Taking Call listening session for agents
➢ Participating in calibration with TL's & AM.
➢ Taking briefing & D - Briefing of the Respective Teams.

Worked as Senior Quality Analyst at Intelenet Global Services Pvt Ltd
For Vodafone Prepaid Process (33 months)

➢ Doing daily audits & feedback.
➢ Taking quality session & induction in training batches.
➢ Doing dipstick on floor regarding new product.
➢ Preparing monthly Call Spread, CAT Report, monthly & daily C- Sat file.
➢ Taking weekly briefing with the respective team.
➢ Doing call listening session & mock call with BQA.
➢ Doing live barging & SBS to improve performance of BQA.
➢ Driving C-Sat on floor & achieving the set target of clients.
➢ Grooming new agent (OJT) to take calls & method for gaining C-Sat.
➢ Giving updates on floor regarding new products.
➢ Providing input to training team by providing positive points & locking points of OJT agents to improve training.
➢ Attending Client & Business review.
➢ Training new QA with system & teaching to use quality application.
➢ Preparing Monthly Business Review.
➢ Highlighting concern & reducing fatal ratio on floor.
➢ Took training batches for Maharashtra & Goa Circle Vodafone Prepaid.

Worked as Senior Quality Analyst at Spanco BPO Services Pvt Ltd
For Reliance Prepaid CDMA/ GSM Process (11 months)

➢ Handling Floor as helping hand to TL's
➢ Maintaining C-Sat on Floor.
➢ Preparing agent & QA roster
➢ Preparing Quality Report
➢ Doing mentoring & monitoring of new joinee.

Worked as a Quality...

Qualifications & Certifications

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