Shiwani Pokhriyal

JOB RESPONSIBLITIES
* Managed All reporting including QA, productivity and Completion Status.           
Ensured all deadlines were met by my team, made adjustments in staffing in order to meet those deadlines. 
* Providing Feedback and Suggestions for improvement to the team members.
*  Complied Reports and conducted an analysis based on outcomes to improve     processes and coach on performance
* Communicate with teams about their performance.
* Prepare Weekly reviews with client and internal QAs
* Be the first point of contact on each Client escalations on quality.
* Do weekly checks to ensure that the QA team is adhering to the quality process in the account.
* Discover training needs and provide coaching
* Listen to team members feedback and resolve any issues or conflicts.
*  Recommends improvements to inspection methods, equipment performance and product quality
* Uses quality monitoring data management system to compile and track performance at team and individual level

Quality Analyst
JOB RESPONSIBLITIES 
* Taking care of Quality metrics in Zomato for India and UAE. 
* Responsible for driving overall performance on the Key Metrics. 
* Monitor calls/chats of representatives and ensure they are addressing customers' complaints as per set protocols. 
* Conducting refreshers and quality sessions. 
* Create and conduct PKTs and Dip checks 
* Actively used quality management Dashboard to compile, track and trend agent performance. 
* Analyzing D-Sat Data and providing process inputs for the streamlining of the process and uplifting the customer experience. 
* Verify compliance of call center activities with the prescribed rules and regulations, and take corrective measures in case of discrepancies. 
* Participated in internal and External calibrations with Quality and Operations and ensured consistent scoring. 
* Taking training for new batches regarding quality parameters. 
* Giving Feedback to operations regarding any deviations in process 
* Coordination with onshore clients. 

 JOB RESPONSIBLITIES
*Worked as a Quality analyst in Foodpand and Zomato
*Coordination with onshore clients.
*Handling Real-Time Escalation or complaints.
*Conducted Training batches for New Hires. 
*Conducted performance evaluation of employees to identify target achievers and non-achievers
*Conduct calibration (Internal & External)
*Proven ability in handling core business issues and resolving them with discretion and professionalism.
*Publish reports as per client/organizational requirements.
*Responsible for driving overall performance on the key metrics.
*Advanced experience in executing all functions related to Escalation Handling.
*Skilled in supervising team to work in sync with the corporate set parameters & motivating them to achieve business and individual goals.

CUSTOMER SERVICE EXECUTIVE
 JOB RESPONSIBLITIES
* Handling chats and providing appropriate solutions and alternatives within time limits. 
* Follow up on call to ensure customer satisfaction. 
* Managing multiple chats at the same time. 
* Analyzing customer needs and make arrangements adhering to company policies.