Magazine : Vibha Ray
Current
Quality Analyst
Education
B.Com Commerce
Vibha Ray ’s experience
Quality Analyst
at
Infosys BPO
, Bangalore
Working/Currently
•Handling a team of QC’s to see that quality deliverables are
met. • Transaction Monitoring for Voice & Non voice
process. •Providing necessary feedback to the agents based on
the call monitoring. •Provide Training to the agents if
necessary. •Perform Quality audits and provide Quality
Analysis Reports on daily/weekly/ Monthly basis. •Conduct
FMEA. •Conduct Calibration with the Client. •Briefing the
team with the process updates from the client and the process
view on a daily basis. •Responsible for error detection &
analyzing the root cause to avoid the same in future. •Record
all Customer Complaints, Escalations from Internal customers and
External Customers. • Ensure that the Quality Issues are
discussed in Team Meetings in order to meet the standards for
Quality set by the Client. •Provide suggestions for Process
Improvement. •Conduct Risk audits to ensure that there is no
non compliance in the Engagement & the all the risk policies set
by the Company are adhered. •Supporting the new agents on
the call floor till they meet the required Standards of Quality.
met. • Transaction Monitoring for Voice & Non voice
process. •Providing necessary feedback to the agents based on
the call monitoring. •Provide Training to the agents if
necessary. •Perform Quality audits and provide Quality
Analysis Reports on daily/weekly/ Monthly basis. •Conduct
FMEA. •Conduct Calibration with the Client. •Briefing the
team with the process updates from the client and the process
view on a daily basis. •Responsible for error detection &
analyzing the root cause to avoid the same in future. •Record
all Customer Complaints, Escalations from Internal customers and
External Customers. • Ensure that the Quality Issues are
discussed in Team Meetings in order to meet the standards for
Quality set by the Client. •Provide suggestions for Process
Improvement. •Conduct Risk audits to ensure that there is no
non compliance in the Engagement & the all the risk policies set
by the Company are adhered. •Supporting the new agents on
the call floor till they meet the required Standards of Quality.
Vibha Ray ’s education
B.Com [Commerce],
Divekar College of Commerce [2005/June]
, Karwar
Vibha Ray ’s additional information
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