Sakshi Arora
Quality Analyst at IBM Global Business Services
- Role
- Quality Analyst at IBM
- Location
- West Delhi, IN
- LinkedIn followers
- 500 followers
Experience
Quality Analyst
Aug 2009 — Present · Pune, IN
Listen to remote & live calls and share feedbacks to the agents to improve their overall scores,i.e, Csat & FCR.• Conduct QA sessions for floor agents & new hire agents.• Publish Quality Analysis reports for the floor/TL\'s/Manager\'s• Conduct and attend call calibrations.• Conduct huddles for NHT/OJT/Floor population on daily basis regarding latest quality/process updates & scores• Yellow Belt Certified QA- on AHT reduction for the entire floor by 5 mins.• Take final assessment-mock calls for NHT\'s to improve basic hygiene.• Direct contact with Operations for smoother functioning of the process.
Skills
- Quality Assurance
- Project Planning
- Sla
- Manual Testing
- Data Migration
- Team Management
- Transition Management
- Bpo
- Linux
- Six Sigma
- Service Delivery
- Customer Service
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