C

Choudhary Sandeep Narendra

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Gujarat, India

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Résumé


Jobs verified_user 0% verified
  • i
    QA Manager
    info Analytica,
    Nov 2024 - Current (1 year 8 months)
    • Conducted regular floor: Walks to ensure agents receive timely assistance with queries and support during live calls. • Monitored and evaluated calls: To identify improvement areas and provided actionable feedback to enhance performance. Prepared detailed reports on agent performance, quality metrics, and compliance adherence for management review. • Led and mentored team leads: To maintain a high-performance culture and drive quality initiatives. Resolved escalated queries promptly to ensure smooth workflow and maintain client satisfaction. • Developed and implemented (SOPs): To streamline processes and improve efficiency. • Designed and conducted training programs: Including new hire onboarding, skill enhancement sessions, and refr
  • A
    Operations Leader
    Advantmed India LLP,
    Sep 2021 - Nov 2024 (3 years 3 months)
    • Team Leadership & Development: Led training efforts for new and existing team members, provided after-hours and weekend support as needed, and contributed to the cross-training and upskilling of junior team members. • Customer Feedback Integration: Gathered and communicated customer feedback to teams, influencing development and enhancing user experience. • KPI Monitoring: Track, analyze, and report on key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Service Level Agreements (SLAs).
  • Techmahindra
    Team Manager in Quality & Ops
    Techmahindra
    Aug 2019 - Sep 2021 (2 years 2 months)
    • Operations Team: Set performance goals aligned with organizational objectives for the chat team and India callers. Regularly review and adjust targets as needed.
Education verified_user 0% verified
  • I
    Certified Six Sigma Black Belt
    IASSC & Anexas Europe
    May 2024 - Sep 2024 (5 months)
  • Rai University
    MBA
    Rai University
    May 2023 - Aug 2024 (1 year 4 months)
Projects (professional or personal) verified_user 0% verified
  • Advantmed
    Customer Experience Enhancement Project
    Advantmed
    Aug 2023 - Feb 2024 (7 months)
  • Tech Mahindra
    Quality Assurance
    Tech Mahindra
    May 2020 - May 2021 (1 year 1 month)
    • Developed and maintained quality assurance procedure documentation. Provided analytical, planning, and coordination support on projects as assigned, reviewing, Interpreting, analyzing, and illustrating data to stimulate and support enlightened decision making.