Arun Kumar M
Having 8+ years of overall experience in BPO Industry (Domestic & International) in voice process, I am looking for an opportunity in a stimulating environment, where I can employ my experience and skills effectively to the success of the Organization and upgrade my personal skills also my walks of life.
Alwarthirunagar, Chennai, Tamilnadu, India - 613002
Contact# : 9092008262 / 9952084778
Work Experience
Technosoft Global Services Pvt. Ltd, Senior Quality Analyst,
Sep 2018 ~ Present
Roles & Responsibilities
* Allocation of Work File - QA's of the same team
* Auditing of production done by the associates (Make sure that daily Target is achieved)
* Sharing Daily, Weekly & Monthly QA Dashboard with Top Management
*Sharing TNI Report with Top Management on a Monthly Basis
* Conducting Daily Huddle Session & Quality Feedback Session with Operations
* Sharing CPR (Critical Process Review) Report on a weekly basis to the Top Management
* Sharing OER (Operations Excellence Review) Report on a Weekly basis to the Top Management
* Sharing Dipstick audit report with Operations on a weekly basis
* Sharing Minutes-of-Meeting for the huddles session & Feedback sessions with Operations & Top Management
* Created Mont form (Audit Template) with questionnaires based on the process criticality to find the process lag
* Created CTQ's (3 level Error Parameters) based on the process requirement
Omega Healthcare Management Services Pvt. Ltd, Quality Control Analyst,
Jun 2016 ~ Jun 2018
Roles & Responsibilities
* Allocation of Work File - QA's of the same team
* Auditing of production done by the associates (Make sure that daily Target is achieved)
* Sharing Daily, Weekly & Monthly QA Dashboard with Top Management
*Sharing TNI Report with Top Management on a Monthly Basis
* Conducting Daily Huddle Session & Quality Feedback Session with Operations
* Sharing Dipstick audit report with Operations on a weekly basis
* Sharing Minutes-of-Meeting for the huddles session & Feedback sessions with Operations & Top Management
*Sharing Minutes-of-Meeting for the Client call (Twice in a week)
Omega Healthcare Management Services Pvt. Ltd, Senior Executive AR,
May 2013 ~ Jun 2016
Achievements/Tasks
Started My Career as a Trainee-AR in Omega Healthcare on May'2013 and then moved to Senior Executive AR after 2 years
Then Promoted as QCA through IJP on 06/2016
As an AR Caller My Roles & Responsibilities are
* Following up on the assigned unpaid/denied claims with the insurance
* Resolving denials on the follow up claims and make sure the claim will be processed towards payment
*Daily target should be completed
*Preparing appeal forms and prepare envelope insurance wise and to place all the appeals for that particular insurance in that envelope and to mail those to client end to submit the appeals
Hinduja Global Solutions Private Ltd, Quality Control Analyst,
Dec 2010 ~ Jun 2012
Achievements/Tasks
Started My career as a Trainee-CSR in Hinduja Global Solutions for Airtel Customer Care Process on Dec'2010 and Promoted as QCA through IJP on 02/2012
As a Customer Service Representative My roles & responsibilities are,
*Attending Calls of Customer and make sure the customer issues are resolved
*Handling Customer escalations and make sure the customer issue is routed to the responsible department and to follow up on the same to confirm that customer issue is resolved
As a Quality Analyst my roles & responsibilities are,
*Auditing the calls received in our center and make sure the SOP provided to the representative were followed
* Providing Feedback to the CSR's based on the call audit done for them
* Conducting Daily sunrise meeting and to share the updates received from client end
*Performing Dipstick audit & Live Call Barging to make sure that CSR's are using SOP's & taking calls as per the organization norms
* Sharing Daily, Weekly & Monthly Quality Dashboard with Top Management
*Conducting Call Calibration with the External & Internal QA's to make sure everyone is in the same page
*Conducting IMRB Audit to make sure the SOP's provided by them are followed while doing audits
