Jayashree Eshwar Email & Phone Number | I have 3.5 years of experience working in IT Service desk in two projects. I worked as an incident analyst, subject matter expert and currently working as a Quality Analyst for one of North America's natural gas and oil companies, handling a team of 28 agents. I ensure that the Quality standards are met by performing audits and conducting various activities in the team like huddles, management call listening sessions, refresher coaching, individual feedback sessions, process knowledge tests, publishing performance reports, DSAT learning forum, quality tips, quality champs, BQ management. I engage in new hires training. I play a critical role in customer relationship management, contributing to customer satisfaction.I have led multiple initiatives to increase CSATs in the account and worked on reducing AHT. I am a part of the client connects and am wholly responsible for analysing the root cause of customer dissatisfaction and following up with the customers further to ensure that the issue is resolved and to communicate that we have checked the survey comments and we have taken an action. And, if there are any uncontrollable DSATs, I approach the clients with an RCA to get it exempted. I publish daily, weekly, monthly quality reports, ticket compliance report, short call analysis, feedback report, DSAT analysis, AHT report. Additionally, I am auditing other towers tickets like EUS, admin team, network team, voice team etc. I've published five Pragati projects and it's recorded in wipro portal and am working on a lean project currently and six sigma green belt certified. My goal is to succeed in an environment of growth and excellence to meet personal and organisational goals.

Jayashree Eshwar

I have 3.5 years of experience working in IT Service desk in two projects. I worked as an incident a...
Bengaluru, Bengaluru, India

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Jayashree Eshwar’s Email jayashree.eshwar@wipro.com

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Jayashree Eshwar’s Location Bengaluru, Bengaluru, India

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Wipro

Quality Analyst

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Jayashree Eshwar is located at
Bengaluru, Bengaluru, India

Jayashree Eshwar is a I have 3.5 years of experience working in IT Service desk in two projects. I worked as an incident analyst, subject matter expert and currently working as a Quality Analyst for one of North America's natural gas and oil companies, handling a team of 28 agents. I ensure that the Quality standards are met by performing audits and conducting various activities in the team like huddles, management call listening sessions, refresher coaching, individual feedback sessions, process knowledge tests, publishing performance reports, DSAT learning forum, quality tips, quality champs, BQ management. I engage in new hires training. I play a critical role in customer relationship management, contributing to customer satisfaction.I have led multiple initiatives to increase CSATs in the account and worked on reducing AHT. I am a part of the client connects and am wholly responsible for analysing the root cause of customer dissatisfaction and following up with the customers further to ensure that the issue is resolved and to communicate that we have checked the survey comments and we have taken an action. And, if there are any uncontrollable DSATs, I approach the clients with an RCA to get it exempted. I publish daily, weekly, monthly quality reports, ticket compliance report, short call analysis, feedback report, DSAT analysis, AHT report. Additionally, I am auditing other towers tickets like EUS, admin team, network team, voice team etc. I've published five Pragati projects and it's recorded in wipro portal and am working on a lean project currently and six sigma green belt certified. My goal is to succeed in an environment of growth and excellence to meet personal and organisational goals.