Team Manager (Quality)
Sutherland Global Services
مجموع سنوات الخبرة :11 years, 7 أشهر
Identify Process Gap and bridge Goal
Team building & morale boosting exercises. Focus on Performance
Monitor and manage the team’s performance metrics and evaluate their transactions transactions of team members.
Track / manage team attendance.
Facilitate Pre/Post shift Huddles, cascade latest Process updates
Tracking & Report Management.
Mentor the team members and find ways within the prescribed norms, to help the CSRs bring in value adds, resulting increased job satisfaction
Control over Attrition and Shrinkage
Drive Metrics like TPH, Login Hours, Schedule Adherence and CSAT
Achievements
As it was a new project, initial streamlining of the process ( Uber Urgent support) and driving the metric was the key factor to secure support contracts for other 4 lucrative LOBs like Uber Rider US, Uber Rider India, Uber Driver US and Uber driver India. Started with just 12 pax Within 6 months were have grown exponentially to 1200 head count strong support globally (India & China, Malaysia in anvil).
Introduced Automation (Wrapper) Software, piloted in my team, which positively impacted on TPH count, Break adherence and reduced AHT which give a better improvement on billing/ finance.
Strategic Quality Planning: Develop Quality Management Plan
Process Management : Conduct process audits & ensure ` adherence to transaction monitoring
Process Control and Verification
Create engines for large scale transformations and ensure implementation
Change Management, Risk Management
Talent Management, Client Management
Benchmarking with multiple models - bringing in best in class practices, create platforms for sharing best in class practice
Process Improvement based on structured feedback mechanism (CSAT, NPS, FTR etc)
Implement & Drive Self Assessment
Create awareness on the Quality initiatives
General activities of the Acer Quality Team
Address, manage, report/ consult and close quality related challenges or concerns raised by team members, SD or client
Transaction monitoring, FMEA audits & Internal CSAT prediction
Delegate or generate program level analysis like TNA, SWOT, External CSAT & DSAT survey Analysis etc
Organizing & scheduling weekly Client - QA - SD calibration
Conducting weekly TL - QA Calibration session
MON form drafting with Sub- Attribute level Guidelines, formulating IQA, FEA & NFEA score, coordinate with GSI team to upload it in the TM portal
Tracking coaching adherence and effectiveness.
Provide consultant related feedback to the TSE(s) and Team Lead(s).
Provide consultant related feedback to the communication Trainers.
Cascading program updates to consultants
Share RCA for Client escalations Manage Escalations Calls / Customer Concerns.
Generate and implement MIP(s) as per the guidelines.
Track and generate QAs monthly KRA metrics
• Delegate or generate reports like ….
1) Weekly Dashboard Report
2) Weekly Hygiene Report
3) Monthly Business Review
4) Weekly Business Review
5) Acer Table F
6) SQMS Table F
7) Weekly & Monthly Sampling and Coaching adherence
8) Calibration variance report
9) Monthly Business Review
Other value adds
1) Consultant level weekly quality performance review
2) Drive and implement every Quality related improvement plan shared by Corporate Quality & Service Excellent team
3) Share learning from calibrations
4) Appreciation email
5) Flyers on various topic
6) Consultant level stack Ranking based on metrics
August 06 - August ’07 ALLSEC Technologies Chennai, India.
Quality Analyst
Responsibilities;
• Evaluate & Share feedback for Technical Support Calls from Dell contact centers across the Globe
• Client QA calibration
January 2005 - March ’2006 WIPRO BPO Limited New Delhi, India.
Technical Support Associate
Responsibilities;
Technical support (US customers) for DELL Desktop, Portables, Printers & PDA
Presently working as a Sr.Quality Analyst with Sutherland Global Services, Cochin from Aug'2007.
Job Profile:
• Transaction monitoring
• Program level analysis
• Client QA calibration
• Conducting weekly TL - QA Calibration session
• Cascading updates.
• Manage Escalations Calls / Customer Concerns
• Team Handling
Provide feedback to the Language Trainer(s) (as appropriate).
Generate and implement MIP(s) as per the guidelines.
Impart periodical process updates and training for the TSEs
Monitor calls as per the prescribed guidelines and as per the schedule.
Assess the quality and accuracy of the calls monitored, including resolution accuracy.
Provide feedback to the TSE(s) and Team Lead(s).
Provide feedback to the Language Trainer(s) (as appropriate).
Generate and implement MIP(s) as per the guidelines.
Generate the QA Scores and send the consolidated QA Score (reports) to the QM as per the guidelines.
Organize and conduct call calibration sessions and JMS.
Impart periodical process updates and training for the TSEs
Technical support ( US customers) for DELL Desktop systems.
Selling of financial products of HSBC Bank, ie personal loans and credit cards.
Reception, Reservation, cashier and Travel desk.
ACCP course from Aptech, software skills including Java , java script, visual Basic, RDBMS like SQL server. Expert in all Microsoft office suite including Front page to desin web pages.
Graduate with Second class from kerala university.
Worked with few Hotels and resorts in the position of FOA at Poovar Island resort, Hotel pankaj Trivandrum and Hotel Ashok bangalore ( ITDC)
