Product Manager/Project Manager/Manager/Supervisor/Team Leader  at   HEWITT ASSOCIATE INDIA PVT LTD, INDIA

April 2005 – Currently Working

Industry: BPO/ITES/CRM/Transcription

Functional area: ITES / BPO / KPO / Customer Service / Operations

I am responsible for Quality assurance of Operation in my
company. I report out their
SLAs. Responsibilities: • Provide insights and develop
methodology for data analysis. • Define scope of processes and
execution/timeline plan for MIS, data testing and manipulation.
• Define objective, scope and identify the statistical
technique to be used (modeling/ forecasting/ segmentation) for
analytical projects. • Manage end to end deliverables of the
project by adhering to timelines. • Quality assures all
project deliverables. • Ensure that the Standard Operating
Procedures are followed and all relevant documents are
updated. • Mentor team members and train them while working on
projects. • Quality consultants to Operations for all quality
related concerns, changes, improvements etc. • To manage team
of current QAs, training & coaching new QA
resources. • Managing QA activities in defined programs
Responsible for Quality Assurance set up in new programs.

Consultant  at   BHARTI INFOTEL PVT LTD , Delhi, INDIA

February 2004 – March 2005

• Interaction with corporate customers to resolve their
Broadband Internet connections related inquires on
web. • Responsible for generating MIS report and SLA report on
weekly basis. • Responsible for managing issues of the batch
effectively. • Periodically interact with the middle and
senior management of our client companies. • Provided support
to the team by acting as the first line of escalation of customer
related queries to accomplish the goal of providing exceptional
customer experience. • Quality Check on Important
notices. • Responsible for conducting processes assessments.

BA [ENGLISH],

RSM COLLEGE [2004/July] , U.P