Quality Analyst
BPO+
مجموع سنوات الخبرة :6 years, 11 أشهر
• Oversight & monitoring of quality of patient-referrals generated and quality of referral feedback from the Hamad General Hospital (HGH) physicians.
• Monitoring data quality of call tracking software and the HMC patient management software (Medicom)
• Monitoring call quality & providing feedback to the Contact Centre Agents based on call transcripts and call etiquette
• MIS preparation and presentation with Management
• Tracking clinic Availability/Non-Availability and arrangement of same per requirement
• Review Referral quality
• Call evaluation of team and provide feedback
• Preparation and maintenance of Process Documents with appropriate approvals
• Formulate training plans and ensure the team is trained on relevant topics
• Provide administrative support to Team Leader when required
• Work towards enhancement of performance and quality monitoring tools
• Organization: Ernst & Young Global Shared Services
• Tenure: September 2008 - October 2012
Provide global Human Resource services to help the client retain the confidence of investors, manage their risk, strengthen their controls and achieve their potential. We Support the entire 18 Ernst and Young Middle East offices for their Human Resource function.
Designation: Process Lead for MENA(Middle East & North Africa) HR Reporting Support Team of 9 members
Skills & Responsibilities:
• End-to-end process knowledge from recruitment to exit
• Work experience on People Soft - HR Management tool - GHRS (Global Human Resource Services)
• Work experience on Recruitment Management tool - Taleo & Taleo Reports
• Resolving client’s HR reporting requirements
• Bridging space between the team and Management/Clients, as a Process Lead
• Creation and circulation of Management Information System (MIS) Reports
• Analyzing several HR Reports and providing suggestions for improvement
• Generating standard HR reports on a periodic basis
• Identifying and resolving issues that affect reporting
• Handle complex ad hoc reports from clients on a timely manner
• Interaction with Global clients (Middle East, UK & US) on various projects
• Develop new reports as well as enhance existing reports by working on automating the report
preparation to the maximum extent
• Heading a 9 member team of Reporting Support
• Coordinating the team for organizational and reporting activities
• Monitoring the team’s performance on Operational as well as individual level
• Engaging the team in organizational activities & trainings that help boost their morale and performance
• Working on Service Contracts for the Client: Cisco Systems Inc.
• Work experience with Service Renewal Quotes
• Trained the Team on two new tools:
o Customer Service Experience (CSE), which is a case management tool in Oracle 11i database
o Cisco Service Contact Center (CSCC)
• Worked on a new Project called UC Migration (Unified Communications Migration), where an existing Software Service was being upgraded to a higher version;
o Have trained the Team regarding the same as well
• Floor Supervision/ Shift Anchoring
• Handling Escalations
• Conducting Fun Sessions
• Performance Audits
• Conducting Team Huddles/Meetings
• Handled a team of 5 CSR's (Customer Service Representatives) for 3 months, by monitoring their understanding and execution of the process that is taught
Currently pursuing MBA course from the ICFAI University.
Course: Bachelor's Degree in Chemistry University: Kerala University College: All Saints' College, Trivandrum, Kerala, India
