| Assistant Manager - Service Quality |  | | Ref. Number: | CRM11358 | | |
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| Personal Information |
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | Assistant Manager - Service Quality |
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| Preferred Position |
| Preferred Job: | Customer Service |
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| Education |
| BACHELOR OF BUSINESS ADMINISTRATION |
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| Working Experience |
ASSISTANT MANAGER - Service Quality (April 2007 Till Date)
FIRSTSOURCE
Sector Telecom
Six Sigma Green Belt Trained
Single Point of Contact for Service Quality
To build and Audit quality measurement systems
Ensure all the SLAs Critical to Quality are met
Ensure Process Controls are in place
Identify pain areas and advise Process Heads with Action Plans
Facilitate effective communication between different Functional Roles.
PROCESS LEADER (Jan 2005 Apr 2007)
ICICI OneSource Company Limited
Sector Financial (UK Banking)
Manage Performance and Help meeting SLAs.
Mapping and Designing the data transformation across Departments to deliver required outputs.
Implementing and Operating in compliance with COPC standards
Co-ordinate Recruitment and Training.
Investigate and respond to Clients business queries.
LEAD QA (Oct 2003 Jan 2005)
FirstRing India PVT - An ICICI OneSource Company
Sector Financial (US Banking)
Provide Statistical Analysis on Quality Performance, Areas of Opportunity and Defects
Lead the team in Data and Voice verification.
Remote Monitoring and Calibration of QAs
Reporting the Daily Performance and the Defects
QUALITY ASSURANCE ASSOCIATE (May 2001 Oct 2003)
FirstRing India Private Limited
Provide the Operation Department with the required Information
Monitor the check deviation from Rules and Guidelines
Verify and signoff on each online agreement.
CUSTOMER CARE ASSOCIATE (Dec 2000 May 2001)
FirstRing India Private Limited
Customer Service
Tele - Sales and Marketing specialist
SENIOR HR EXECUTIVE (July 1999 Dec 2000)
21c Solutions Private Limited
Client Service Management & Business Relationships
Host Tele conference for International clients
Delegations of workload with the Team.
HR EXECUTIVE (Feb 1999 July 1999)
21c Solutions Private Limited
Advertisements
Interview and Shortlist Candidates
Conduct Campus Recruitments
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 Contact with Candidate |
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