Dhanlaxmi Servai
Mumbai,Mahrashtra
Summary
Seeking a responsible career position that will utilize my education and experience as well as develop an additional skill that offers a high level of challenge, responsibility, and the opportunity for continued growth with stability.
Overview
4
4
years of professional experience
Work History
Compliance Officer - Quality Analyst
Nifty Pro (MSTRONG PVT LTD)
01.2023 - 12.2024
- Audits call (inbound and outbound sales)
- Handling complaints
- Sharing feedback on a daily basis
- Conducting training as per the requirement & compliance induction
- Audit analysis (disposition); WhatsApp check (sales communication mostly happens on WhatsApp)
- Analyzing the process flows and updating and making necessary changes in the system
- System Analysis – to check the payment updates
- Doing cancelling calls on a daily basis—after the payment compliance check with the customer, the information is accurate or not
Sr. Quality Analyst and Team Coach
Empiric Outsourcing PVT TLD
08.2022 - 12.2023
- Audits call (Inbound UK Process)
- Sharing feedback on a daily basis
- Conducting training as per the requirement related to process and soft skills to improve the call quality
- Prepare Reports (Weekly Reports / MTD & MBR Reviews Presentations)
- Call Calibration with Operation Team and Managers
- Do certification as per requirements
- Tape review session every week
- CSAT Analysis- ACPT
- Estimated work requirements and labor hours for sprint planning.
Quality Analyst and Team Coach
Bajaao Music PVT LTD
12.2021 - 08.2022
- Audits call/ticket analysis and chat audit
- Sharing feedback on a daily basis
- Conducting training as per the requirement related to process and soft skills to improve the call quality
- Conducting quality sessions for all teams every month (department-wise)
- Analyzing the process flows and updating and making necessary changes in the system
- Prepare Reports (Weekly Reports/MTD & MBR Reviews Presentations)
- Call Calibration with Operation Team and Managers
- Do certification as per requirements
- Tape review session every week
- CSAT Analysis- ACPT
Quality Analyst
Hex aware BPS Technology
03.2021 - 10.2021
- Handling the premium client of VFS Process
- Audit as per Client Requirements Targets & Daily Feedback
- Conduct training related to process and soft skills to improve the call Quality
- Conduct Quality Sessions for all Teams handling every month
- Analyzing the process flows and updating and making Necessary changes in the system
- Prepare Reports( Weekly Reports / MTD & MBR Reviews Presentations)
- External Call Calibration with Internal Quality Team
- Do certification as per requirements from the client
- Reason for leaving - due to a medical issue
- Developed and maintained quality assurance procedure documentation.
- Created and revised procedures, checklists and job aids to reduce errors.
Education
HSC -
Andhra Collage
BCOM -
Kalina University
Skills
- Computer Hardware Assembling
- Maintenance
- Troubleshooting
- Microsoft Operating Systems
- Microsoft Office
- Word
- Excel
- PowerPoint
- Internal audits
Accomplishments
- BEST QA- DISH IB, 08/01/14
- Best STAR Auditor, 2015
Languages
English
Hindi
Marathi
Tamil
Telugu
Hobbies and Interests
Reading Books
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge.
Personal Information
Date of Birth: 01/05/85
Timeline
Compliance Officer - Quality Analyst
Nifty Pro (MSTRONG PVT LTD)
01.2023 - 12.2024
Sr. Quality Analyst and Team Coach
Empiric Outsourcing PVT TLD
08.2022 - 12.2023
Quality Analyst and Team Coach
Bajaao Music PVT LTD
12.2021 - 08.2022
Quality Analyst
Hex aware BPS Technology
03.2021 - 10.2021
HSC -
Andhra Collage
BCOM -
Kalina University
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