BPO Call Center, Back Office >> Quality Analyst 
Communicational Officer (Customer Voice Support), Quality Analyst Resume Sample, Experience : 5 years

Shweta Hegde
 Email  : shwetavh AT ymail.com

Objective  :
Seeking a challenging environment that encourages continuous learning and creativity, which provides exposure to new ideas and stimulates personal and professional growth.

Academics  :
SSLC  Karnataka Secondary Education board, Bangalore With 80% 2003
P.U.C Karnataka Pre-University Board With 81% 2005
B.A Karnataka University Dharawad With 82% 2008

Other Qualification :
Advanced Diploma in Soft skill Training by Vidya Poshak's Graduate Finishing School for 3 months in the year of 2008.

Skill Set  :
 MS Office,
 7 Quality Control Tools - Theoretical Knowledge
 ISO basic Principles
 Six Sigma –Basic Concepts Knowledge

Professional Experience  :
Joined GVK, EMRI, Bangalore on Oct 3rd 2008 as Communicational Officer and through IJP promoted as a Quality Auditor on Feb’10.
Total Experience- 5.4 years
Profile  : Worked as a Communicational Officer (Customer Voice Support)
Awarded as a ‘Best C.O of the Year’ 2009-2010 for good quality performance
Collecting the details of the emergency from the caller to dispatch the nearest ambulances.
Forwarding the Escalations to the next level. The cases which are unresolved and related to customer service.
Worked as an ASG (L1 support) for a team. Monitoring cases and providing feedback. Floor Support. Role includes monitoring the cases and providing the feedback to associates about the areas that they need to work on as per the Quality Metr


ics.
In the Month of Feb 2010 promoted as a Quality Auditor through IJP

Primary Tasks  :
To provide feedback on all the compliance parameters of the calls monitored and drafting action plan accordingly
Agent wise weekly Quality Report Generation
Call Calibration Handling
Call Dispute Handling
Process Non-Compliance Auditing & Escalation
Customer Feedback Management
Refresher Training
Weekly National Report Generation
Implementing procedures to improve productivity and quality.

Organizational Skill  :
Willingness to acquire knowledge on new technologies to solve quality problems.
Excellent problem solving and analytical skills.
Able to work independently, self-directed and solutions-oriented.
Sound organizational and planning skills with a solid attention to detail.
Effective communication skills and excellent interpersonal skills

Achievements :
 Pursued first rank in District level Essay Writing competition in college.
 Bagged first prize in Poem Writing in Taluk level Competition
 Won Best Student of the Year 2005 award in PUC.
 Awarded as a Best C.O of the year for 2010 for good quality performance in GVK EMRI

Personal Information  :
Name  : Shweta Hegde
Date of Birth  : 18/04/1987
Marital Status  : Single
Linguistic Ability  : Kannada, English & Hindi
 Hobbies  : Listening to music, gardening,

I hereby declare that the information provided in this document is true and complete to the best of my knowledge.

Place  : Bangalore

(Shweta Hegde)