Beena

Present Address - Unione Residency, Knishka

Tower, Flat no 204, 2nd Floor Ghaziabad
201009

Email:- beenas02@gmail.com

Contact - +91 8527065435/9354657361

Career Objectives
To work as an organization's primary point of contact for quality concerns and to Focus on identifying deviations and
minimizing defects by planning sound strategies for quality control and quality assurance. Currently seeking an
opportunity where I can get a platform to enhance my learning to the next level.

Core Competencies
● Remarkable Ability to Analyze and track historical call volume, seasonal variations and trend.
● Willingness to accept challenges along with the ability to work under pressure.
● Goal-oriented and motivated individuals along with the ability to work independently. ● Ability to develop
quality assessment strategies and plans and implement them successfully within the team. ● Remarkable
attention to detail, communication, and leadership skills
● Ready to Learn and Adapt New Challenges
● Empathic listening
● Conflict management

Technical Qualification

● Basic Knowledge of computer, Quality Tools.

Academic Qualification
● B. A from Vivekanand University Vivek Vihar Delhi
● Schooling from rajkiya sarvodaya kanya vidyalaya , CBSE Board
 EMPLOYMENT PROFILE
IEnergizer IT services Pvt Ltd (Naaptol)

Designation Sr. Quality Analyst Period Dec 2018 – Till Now

Responsibilities

➢ Conducting quiz competition.

➢ Conducting in call calibrations.
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Designation Quality Analyst Period Dec 2015 – Dec 2018

Responsibilities

➢ To monitor calls (recorded & live)

➢ To monitor live shows and share the feedback.
➢ Sharing the effective feedback and coach to associates on different skills in order to achieve process SLA. ➢
Analysis of various Reports, identify the process gaps & training needs, both at Team level & Agent level & ensure
timely implementation of all refreshers & training.
➢ Quality induction session for new hires.
➢ Conduct quality sessions to eradicate errors on calls.
➢ Maintain the Quality of the handled process as per the given parameters.
➢ Identify and give feedback on agent shortcomings in soft skills and process knowledge.
➢ Bring in necessary changes to the process and constant updates of call center core process
➢ Worked on Special Projects and completed the same within the given Time Frame.
➢ Time to Time Special/Surprise Audit of agents (Selling Efforts, Junk Calls, Cross Sale, Scripts checking, Fun
Callers etc.)
➢ Conducting quiz competition.
➢ Participating in call calibrations.
➢ Participated in assisting with Quality lessons and improved quality performance.

Initiatives

➢ Initiated call listening session for agents on the floor.

➢ Initiated the Warning criteria
➢ Initiated pre-shift and post shift quality briefing
➢ Initiated Highlighting Process and Website Glitches and follow up with concern team to get it
resolved ➢ Initiated Positive Closures on every Call
➢ Initiated Incubation Session SOP
➢ Initiated Maintaining Call library for Good and Bad Calls
➢ Standardized the scripts after approval of Operations and Training
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Achievements

➢ Handled incubation team and improved the performance by 5%

➢ Handled PIP Team.
➢ Rewarded as an Best Quality Auditor
➢ Promoted as Quality Analyst from Customer Executive.
➢ Process Verification Evaluation Sheet. (OMS)
➢ Re-established the documentation for quality department

Dish TV In House Sec 58

 Designatio Customer Executive Period
n

Responsibilities

➢ Achieving overall performance.

➢ Mentoring the team in the absence of a team leader.

PERSONAL DETAILS
Name :
Father's Name :
Date of Birth :
Marital Status :

DECLARATION
I hereby declare that all the information furnished in this resume is true to the best of my knowledge and belief.