Shiju Jose Velikkakathottu, Senior Team Leader

Shiju Jose Velikkakathottu

Senior Team Leader

affiliated computer services (acs)

Location
India
Education
Bachelor's degree, English Literature
Experience
18 years, 8 months

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Work Experience

Total years of experience :18 years, 8 months

Senior Team Leader at affiliated computer services (acs)
  • India
  • My current job since December 2010

Responsibilities:

 Lead the Quality functions of the program across various locations.
 Make sure that the program meets the Quality Standards.
 Conduct the Root Cause Analysis to find out the pain areas for the program.
 Generate, Maintain and Publish Quality Reports.
 Interact with the upper management and clients through calls and emails.
 Take decisions on Sampling, Monitoring and Feedback plans.
 Form Action Plans to improve and maintain Quality Standards.
 Work along with the Production Managers across various locations to improve Productivity to meet SLA.
 Conduct analysis to find out the Training needs and assist the production Team to provide trainings to the Operators.
 Conduct analysis and provide feedback to the Development Team to bring in more efficient tools that can improve the performance.

Achievements:
 Took part in the successful transition of the program functions to a new Platform.
 Could improve the quality of the program from 96% to 99.50% and make sure that the program shows a continued improvement.

Fuctional Specialist at sutherand global services
  • India
  • October 2007 to December 2010

Responsibilities:

 Monitoring Customer Service calls on a daily basis and providing feedback and coaching to the Associates.
 Attending client calls and calibration calls.
 Interacting with Clients and Corporate Quality Team.
 Generating Reports on a daily, weekly and monthly basis.
 Cascading the new updates to the floor and training the Associates on the new events.
 Conduct Call calibration sessions for both supervisors and other Quality Analysts.
 Provide Training and guidance to other QAs.
 Take the lead in all the activities of the Quality Team.
 Assist Team Leader and manage the team in the absence of Team Leader.

Job Profile:
Monitor the Customer service calls and provide the feedback and coaching to the associates based on a weekly sampling plan. Conduct calibration sessions for other QAs and supervisors and provide necessary training on transaction monitoring. Generate various reports and share it with the Clients and the management on daily, weekly and Monthly basis. Train other QAs on generating Reports. Attend the Client calls and Calibration calls and suggest and implement the necessary process changes approved by the client. Communicate with the client and Corporate Quality Team about the performance of the process. Assist the Training Team to understand the training needs of the program.

Senior Executive CRM at ibm daksh
  • India
  • August 2005 to September 2007

Responsibilities:

 Handling credit card collections, both inbound and outbound, for a leading bank in U K.

Job Profile:
Handle customers’ queries; accept payments from debit card and most importantly ensure the affordability and sustainability of future payments. Always provide a customer centric service, reeducate the customer about the benefits of regular payments and consequences of missing payments, also provide info about various facilities the bank provide for the customers

Education

Bachelor's degree, English Literature
  • at Nagpur University
  • April 2003

Specialties & Skills

Analysis
Team Coordination
Customer Service
Microsoft Office
Presentation Skills
Customer Service
Team Coordination

Languages

English
Expert
Malayalam
Expert
Hindi
Beginner