Head of QA, Claims and Reporting
MILVIK Mobile Pakistan (BIMA)
Total years of experience :13 years, 0 Months
A successful career journey of more than seven years which started as a call center agent currently working on senior management position, growing and improving further with every passing day.
Currently Managing team of 150+ Resources in reporting line of Quality Assurance & Claims.
Worked on various projects as individual and in collaboration with regional and global team.
Manage new process Initiation, Continuous Process Improvement, Performance Benchmarking, Evaluation, Efficiency/performance Improvement, Quality Management, Job Task Analysis, and Customer Claims Management.
Implementation of lean approach in the systems and processes to increase efficiency and reduce the waste.
Development and implementation of Standard Operating Procedures for existing and new services.
Set-up a Claim department, including the hiring, training, development of resources setting up standards, and procedures to handle the financial insurance claims of customers.
Team Building, Team Leadership, employee retention, Employee Satisfaction Surveys, and Proactive Leadership, with a continuous improvement mindset.
Call Volumes Forecasting & Manpower Planning, Customer Retention, Handling Complaints, Sales Management.
Developed and Conduct Multiple Surveys related to market research, CSAT, and customer personas.
• Lead cross-functional teams to drive recommendations through to implementation and ensure insightful learning from the initiatives.
• Provide training, support, supervision, appraisals and coaching to the quality team, QA Team leads, Planning and forecasting managers
• Ensure that activities taking part in the organization are provided with guidance, training and networking opportunities to learn about Quality Improvement (QI) methods.
• Design and deliver presentations, workshops, training sessions for continuous improvement.
• Data-driven and highly analytical, and able to translate data and trends into powerful strategies and compelling messaging.
• Execute the compliance roll-out plan for the BIMA by working with Management and various divisions/departments and external parties conducting business with BIMA, to ensure adherence to the company’s Code of Conduct, Policies, Standard Operating Procedures (SOPs), and any Partner companies compliance policies
• Lead the implementation of compliance programs of BIMA Pakistan, addresses and reports on any feedback, issues or queries, to the Country Manager
• Ensure the team deliver accurate, reliable and timely financial information to internal parties and External parties.
• Communicate results to key stakeholders in order to take key business decisions by providing in-depth analysis and recommendations with the support of the planning and forecasting team
• Deputise for Chief Operating Officer and to other heads of department where required.
1) Development and implementation of Standard Operating Procedures.
2) Team Management
3) Call Evaluation and coaching process monitoring.
4) Maintains current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring.
5) Re-evaluation of calls.
6) To Provides Monthly reports including, QE(s) Quality report, CC Quality report, Call of fame, Q.E’s incentive report, Calibration Report & Call reversion report to the QA manager on monthly basis.
7) To Evaluates Training Need Assessments of the QE(s) and forward the findings to training department.
8) Performing QMS activities and assist other departments to accomplish QMS related activities.
9) To conduct the training for newly hired agents regarding brief Introduction of evaluation criteria.
10) To Follows up on the emails received from the operations and QA manager and keeps strong coordination with Operations FS(s), CCR(s) and QE(s) as well.
11) Initial interview with short listed agents.
1) To monitor and manage Team achievement of KPIs.
2) To develop and coach team members to improve performance and customer service.
3) Forecast volumes of calls and manpower requirements.
4) Monitors productivity of customer service representatives and generates reports.
5) Answers questions and recommends corrective services to address customer complaints.
6) Maintains harmony among workers and resolves grievances.
7) Conduct TNA (Training Need Analysis) of his team and conduct trainings accordingly.
8) Keep a track of team members daily KPI’s like Adherence, Occupancy, ATT etc.
9) Conduct weekly meetings with the team and point out and rectify the weak areas within the team.
10) Provide continuous input regarding the improvement of system and process’s.
11) Timely preparation and submission of the daily, weekly and monthly reports.
12) Share the team performance with other team leaders for comparison and improvement.
13) Keep a track of the team’s leave balance and grant leaves accordingly.
14) Take corrective actions against team members not following the companies policies.
15) Coordinate with Quality department for regarding the quality report of the agent.
16) Report any non compliance to the higher management for immediate action
17) Makes necessary changes in staffing based on historical data.
18) Maintain floor discipline and healthy environment
19) Handling escalated calls, complaints, Questions and Answers as necessary
20) Report the escalated issues/complaints to coordination for early resolution and keeping follow ups.
1) Conduct effective Training sessions that are able to fulfill all training requirements of Contact Center.
2) Execute strategies and plans for an effective Training Need Analysis.
3) Provide new employee orientation for the newly hired team members of the Contact Center.
4) Provide trainings to enhance Communication skills and Product Knowledge of Teams.
5) Develop trainings of newly launched PTCL products through coordination with other departments
6) Provide refreshers to existing teams in order to improve Customer Services.
7) Provide specific trainings by evaluating team performances as provided by Quality Assurance, TL/AM Training & Development.
8) Accomplish projects assigned time to time by management.
9) Stay abreast of industry practices; implement changes / new ideas at Contact Center.
10) Maintain a high morale staying in touch with the employee base.
1) Evaluates the inbound or outbound calls as per assigned task.
2) Attends calibration session to minimize the variation of the call evaluation.
3) Works according to defined sop(s).
4) Escalates the issues of unacceptable actions of CSE(s) to the QA team leader.
5) Attends the scheduled post shift meetings of operations to reduce the communication gap.
6) Conducting housekeeping audit as per requirement.
7) Participate in the QMS activities as per requirement.
8) Conducting QA related training session with new & existing staff.
9) To compile and provide the required and assigned reports instructed by the management on daily, weekly or monthly basis.
10) To save data & Reports in organized way to make it easy to find.
1) To Provide trouble shooting, technical support, Product Information to the customers landing on Contact Center ensuring that their issues are resolved swiftly and professionally in the line with agreed service levels.
2) Maintain high level of customer satisfaction throughout the process from the 1st call to complete problem resolution and provide complaint reference for future correspondence to the customer.
3) Must be well organized, able to work with less/ no supervision, multitasking by providing different customers with respective and different product information
4) Must suggest the key points to improve the work and efficiency for contact center to the Senior CSE.
5) Must follow the grids/ standards/ policies given by the management however must exceed expectations of the customers while taking into account the needs of the organization.
6) Register all the complaints, queries and suggestions of customers in the System, take complaints when needed and to avoid unnecessary complaint logging.
7) Must provide FCR (First Call Resolution) by taking ownership of the complaint/ information
8) A CSE must update him/herself regarding the products/ policies, to provide customers with accurate and reliable services.
9) Must participate in the Shift meetings held daily by the Shift supervisors, while it is also necessary to attend any training session/ refresher course being conducted by the Management.
With Specialization is Finance
With Specialization is Commerce
With Specialization is Science
