MOHAMED TAMEEM PARVEZ N
Chennai,India
Summary
Experienced Call Quality Analyst skilled in evaluating customer service calls, providing feedback, and improving performance. Proficient in analyzing call data, identifying trends, and enhancing customer satisfaction. Strong focus on compliance, quality standards, and continuous improvement.
Overview
7
7
years of professional experience
Work History
Senior Quality Associate
TechMahindra BPS Limited
05.2022 - 05.2024
- Enhanced call quality by thorough monitoring and analysis of associate and customer interactions.
- Conducted calibration sessions with fellow quality analysts, operations to ensure consistency in quality metrics.
- Provided constructive feedback to associates based on regular call monitoring, ensuring continuous improvement in the performance of associates.
- Provided regular reports to senior leadership quality performance trends, areas for improvement, and recommendations for continuous improvements in call quality metrics.
- Maintained records of associates performance evaluations, ensuring timely access to relevant information for coaching purposes.
Quality Analyst
CreditMantri Finserv Private Limited
02.2021 - 04.2022
- Evaluates associates performance by conducting regular audits, ensuring adhering to quality standards and requirements of the process.
- Provided detailed reports on quality metrics to senior management regarding process improvements.
- Developed and maintained quality assurance documentation from the associates by providing the timely feedback.
- Provided regular updates to team leader on quality metrics by communicating deficiency of the process.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
Quality Analyst
Sundaram Business Services
04.2017 - 10.2019
- Ensure that agents follow company procedures and scripts during calls.
- Identify compliance issues and areas for improvement in agent performance.
- Led root cause analysis initiatives that resulted in significant reduction in defects in call handling.
- Offer constructive feedback and coaching to agents based on call evaluations.
- Ensure that agents are aware of their strengths and areas needing improvement
Education
BACHELOR OF ENGINEERING - COMPUTER SCIENCE ENGINEERING
Dhaanish Ahmed College Engineering
Chennai, TN01.2016
Skills
- Quality management systems
- CAPA management
- Quality improvements
- Team collaboration
- Documentation and reporting
- Performance monitoring
- Correction action planning
- Feedback delivery
Languages
Hindi
English
Tamil
Timeline
Senior Quality Associate
TechMahindra BPS Limited
05.2022 - 05.2024
Quality Analyst
CreditMantri Finserv Private Limited
02.2021 - 04.2022
Quality Analyst
Sundaram Business Services
04.2017 - 10.2019
BACHELOR OF ENGINEERING - COMPUTER SCIENCE ENGINEERING
Dhaanish Ahmed College Engineering
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