Ashwani Kumar
Current
Assistant Manager
Education
MBA/PGDM Operations
Industry
BPO/ITES/CRM/Transcription
Blog
Ashwani Kumar ’s Blogs
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About Ashwani Kumar
Experienced in BPO Sector, i am an MA & pursuing MBA. Currently working as Assistant Manager - Quality at Teleperformance India based at Jaipur
Ashwani Kumar ’s experience
Team Leader-QA/ QC
at
IBM Daksh
, Gurgaon, INDIA
September 2009 – Currently Working
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
Sr. Quality Analyst at Aegis BPO , Gurgaon, INDIA
September 2008 – August 2009
Industry: Telcom/ISP
Functional area: ITES / BPO / KPO / Customer Service / Operations
• Monitor calls (barging & auditing calls) based on set Quality
standards & processes • Defining Quality parameters. •
Adhere to and improve on Quality Assurance index & Customer
Satisfaction index • Identify training gaps and set goals for
the reps / teams for follow up and closure. • Daily
interacting with Customer Support management teams, Customer
Support Team leaders and the training department. • Provide
feedback to agents in terms of areas of Improvement • Track
agent’s Performance & Maintain data. • Preparing Daily
Reports. • Highly skilled at anticipating and overcoming
objections. • Proactive, willing to be intrusive with cold
calls, while maintaining a sense of what is appropriate.
standards & processes • Defining Quality parameters. •
Adhere to and improve on Quality Assurance index & Customer
Satisfaction index • Identify training gaps and set goals for
the reps / teams for follow up and closure. • Daily
interacting with Customer Support management teams, Customer
Support Team leaders and the training department. • Provide
feedback to agents in terms of areas of Improvement • Track
agent’s Performance & Maintain data. • Preparing Daily
Reports. • Highly skilled at anticipating and overcoming
objections. • Proactive, willing to be intrusive with cold
calls, while maintaining a sense of what is appropriate.
QA/ QC Exec. at MphasiS BPO , Noida, INDIA
October 2005 – September 2008
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
• provide feedback effectively
• Develop and implement
action plans for non-performing agents & to improve process
quality scores. • Responsible for Taking up Projects hampering
the customer services & customer interaction and providing the
end to end solutions through process improvement.
• Responsible for certification of all new team members &
existing team. • Responsible for continuously improving the
certification & calibration process to give the best results.
• Responsible for conducting training sessions quality
auditors & trainers on quality. • Responsible for Generation
and Analysis of reports & work out an action plan based on the
observations, along with the process owner. • Responsible for
downloading new product launches to the call center & ensuring
implementation. • Responsible for creating & providing
quality manuals to agents. • Responsible for designing &
executing rewards & recognition for agents to keep their
motivation level up.
action plans for non-performing agents & to improve process
quality scores. • Responsible for Taking up Projects hampering
the customer services & customer interaction and providing the
end to end solutions through process improvement.
• Responsible for certification of all new team members &
existing team. • Responsible for continuously improving the
certification & calibration process to give the best results.
• Responsible for conducting training sessions quality
auditors & trainers on quality. • Responsible for Generation
and Analysis of reports & work out an action plan based on the
observations, along with the process owner. • Responsible for
downloading new product launches to the call center & ensuring
implementation. • Responsible for creating & providing
quality manuals to agents. • Responsible for designing &
executing rewards & recognition for agents to keep their
motivation level up.
Ashwani Kumar ’s education
MBA/PGDM [Operations],
SCDL Pune [Currently,Studying]
, Pune, INDIA
M.A [English],
Agra University [May,2004] , Mathura, INDIA
Ashwani Kumar ’s additional information
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