Tanuja KaleShinde Email & Phone Number | *Develop reports for root cause analysis that identify areas of concern, prepare Action Plans to address quality concerns and achieve client requirements. * Develop and maintain an internal audit program and audit schedule. * Develop and present reports to display quality trends, concerns to senior management and recommend program changes as needed to improve quality performance. * Periodically interact with middle and senior management to discuss trends, action plans, as well as training requirements. * Act as a liaison between the client and Operations/Training to ensure Quality effectiveness. * Work from the CSAT point of view as well. * Develop and maintain procedures for quality improvement as needed. * Participate in performance management for agents by giving a weekly/fortnightly/monthly feedback to the Team Leaders. * Co-ordinate with Training on Quality related issues, product & process awareness. * Conduct, co-ordinate and supervise Quality Orientation Program for new employees. * Mentor Supervisors in the process of Coaching and feedback. * Expertise in resolving escalated customer service issues. * Proficient with Microsoft Office. Specialties: *People Management Skills

Tanuja KaleShinde

*Develop reports for root cause analysis that identify areas of concern, prepare Action Plans to add...
United Arab Emirates

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Tanuja KaleShinde’s Email tanuja.shinde@mphasis.com

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Tanuja KaleShinde’s Location United Arab Emirates

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Senior Customer Service Officer

Present

Quality Assurance Executive

2004-05-01 00:00:00 - 2007-02-01 00:00:00

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Tanuja KaleShinde is a *Develop reports for root cause analysis that identify areas of concern, prepare Action Plans to address quality concerns and achieve client requirements. * Develop and maintain an internal audit program and audit schedule. * Develop and present reports to display quality trends, concerns to senior management and recommend program changes as needed to improve quality performance. * Periodically interact with middle and senior management to discuss trends, action plans, as well as training requirements. * Act as a liaison between the client and Operations/Training to ensure Quality effectiveness. * Work from the CSAT point of view as well. * Develop and maintain procedures for quality improvement as needed. * Participate in performance management for agents by giving a weekly/fortnightly/monthly feedback to the Team Leaders. * Co-ordinate with Training on Quality related issues, product & process awareness. * Conduct, co-ordinate and supervise Quality Orientation Program for new employees. * Mentor Supervisors in the process of Coaching and feedback. * Expertise in resolving escalated customer service issues. * Proficient with Microsoft Office. Specialties: *People Management Skills