Brijesh Kumar
Assistant Manager at HCL Technologies
- Role
- Assistant Manager at HCLTech
- Location
- Lucknow, IN
- LinkedIn followers
- 500 followers
About Brijesh Kumar
A professional with 6+ years of experience in ensuring data Quality for customer service…
Experience
Assistant Manager
Oct 2018 — Present · Lucknow, IN
Driving the team of QA in Global IT for Lucknow, Nagpur, and Noida sites• Directed a team of quality analysts in taking the data from incoming communications for the improvement of customer service.• Visualized data using Excel to deliver feedback on data to client advisors, team managers, and department leaders• Coordination with the operation team for all the escalation & process handling • Handling all the weekly & monthly reports being published by the quality team • Preparing TNI & efficacy tracking of TNI sessions • Identification of BQ agents & taking care of the performance management • Responsible to share new ideas/SIPs to improve the performance• Running many motivational contests & arranging mock call & call listening sessions • Investigated service, or procedure failures, and recommended corrections to improve the process in the future.• Investigated questionable test results and reported issues to the relevant departments.• Ensured the company followed safety and quality standards during all jobs.
Education
Deendayal Upadhyay Gorakhpur University
Bachelor of Arts Ba
2013 — 2016
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