Gopi K

About Gopi K

Quality Analyst

Experience

1. Senior Quality Analyst

   Worldline

   Jan 2020 — Present · Hyderabad, IN

   ROLES AND RESPONSIBILITES: • Listened to calls either recorded, live or side-by-side and sharing feedback to the associates • Conducting Briefing sessions on new updates • Conducting Quality sessions on monthly basis • Sharing audit observations to the training team to cover the same topics in refreshers • Identifying the process gaps and requirements and escalate it to the clients • Conducting one on one session to understand the associate’s mentality • Attending reviews with the Clients • Conducting call calibration sessions weekly basis internally & externally • Implemented agent training and coaching initiatives. • Provided customer feedback and internal compliance feedback to management. • Preparing Presentations and Dashboards to present Pan India. • Participated in Training Programs conducted by Company and got certified. KEY RESPONSIBILITES: • Monitoring the calls and sharing feedbacks to the associates. • Conducting Briefing sessions on process updates • Doing Dip checks and publishing the reports • Conducting Refresher sessions for BQ associates and monitoring their performance • Preparing Dashboards maintaining the reports • Conducting Quality sessions on monthly basis • Preparing RCA’s • Conducting Call calibration sessions on weekly basis with Ops & training team • Conducting call listening sessions with associates along with their respective team lead • Monitoring RTQM to manage the break timings and call flow • Conducting Quality session for the NHT batches • OJT support for the training batches • Identifying the Process gaps and escalating the same to clients • Preparing process SOP’s & training modules

Education

• Acharya Nagarjuna University

  Bachelor of Computer Science (B.Sc.), computers, good(b)

  2012 — 2015