Vinayak Kotian
Quality | Training @Worldpay | Quality & Training @ByteDance/TikTok |13+ years experience | Customer service|Quality Assurance| BPO
- Role
- Quality Assurance and Training at Worldpay
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Vinayak Kotian
At ByteDance, my focus is on developing and executing training programs that cater to the…
Experience
Quality Assurance and Training
Oct 2024 — Present · Mumbai, IN
Developed and maintained quality standards for internal support and call center operations, ensuring alignment with business goals and compliance with Standard Operating Procedures (SLA).• Monitored agent interactions (calls, emails, chats) and provided constructive feedback through regular performance evaluations and Performance Review sessions, utilizing an Assessment Tool for effective evaluations.• Designed and implemented strategies to improve key support KPIs, contributing to enhanced customer satisfaction and operational efficiency while utilizing Dashboarding techniques for better performance tracking. Maintained clarity in communication with all Internal Stakeholders.• Identified training gaps and led onboarding and skill-building initiatives to boost agent performance and reduce ramp-up time, further supporting Team Coordination efforts.
Education
St.Lawrence Higher Secondary School
Computer Science
University of Mumbai
Bachelor's degree
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