Moksha Shah
Senior Quality Analyst
- Role
- Senior Quality Analyst at Spocto X (A Yubi Company)
- Location
- Thane, MH, IN
- LinkedIn followers
- 500 followers
About Moksha Shah
Highly analytical and quality-driven professional with over 8 years of experience in…
Experience
Senior Quality Analyst
Nov 2023 — Present · Navi Mumbai, IN
Auditing Calls : This involves reviewing and assessing customer interactions to ensure they meet quality standards, identify areas for improvement, and verify that service standards are being adhered to.Daily Dashboard and Performance Report: Creating and maintaining a daily dashboard that tracks key performance metrics (KPIs) of the team or process. MTD Dashboard: This involves preparing a Month-to-Date (MTD) performance report, which summarizes the team\'s or process\'s performance over the current month, comparing it to previous months or set targets.Daily or Alternate Feedback Sharing:Purpose: Provide consistent feedback based on audit observations to identify areas for improvement.Action: Share insights with associates regularly (daily or alternatively), focusing on key performance areas and offering constructive suggestions.Calibration & Briefing Sessions:Purpose: Ensure alignment on standards and address new updates or product changes.Action: Conduct regular calibration sessions to discuss the latest updates, products, or process changes. These sessions ensure all team members are on the same page regarding operational procedures and product knowledge.Associate Engagement Activities:Purpose: Foster a positive and interactive work environment, improve morale, and ensure continuous learning.Action:Huddles: Quick team meetings to discuss goals, updates, and team achievements.Call Listening: Monitor and provide feedback on calls to ensure quality and improve communication skills.Dipchek: Perform quick checks to assess product knowledge and refresh key concepts.These activities will help maintain high performance, ensure product knowledge is up to date, and increase team engagement.
Education
RAJIV GANDHI UNIVERSITY OF KNOWLEDGE TECHNOLOGIES, NUZVID
Bachelor of Business Administration - BBA
Dnyansadhana College of Arts Science and Commerce Near Mental Hospital Service Road Thane 400 604
HSC
Shreerang Vidyalay
SSC
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