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