Santoshkumar S Shetty

Santoshkumar S. Shetty Mob:- Email:-Career Objective: To secure a responsible career opportunity, where I can fully utilize my quality, training and management skills, while making a significant contribution to the success of the employer. The Akshayapatra Foundation Assistant Manager-Quality Assurance-Sep 18 to till date Responsibilities: • • • • • • • • • • Monitoring and evaluating outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyse the results. Provides feedback to improve performance and develops training programs for associates. Developing evaluation programs that analyse critical performance and metrics. To train agents on quality policies and procedures in group or individually. To ensure that agents provide the kind of service that builds high levels of donor satisfaction. Coaching and training both new recruits and experienced agents. To help in improving productivity, reducing operating expenses, retaining donors, generating incremental revenue, providing an outstanding donor experience, and reducing agent attrition. Provide induction training for new employees as well as refresher training for existing employees. Network with team leaders and team members to determine training needs and schedule training sessions. GVK EMRI Associate Partner-Quality Manager-Mar 17 to Apr 18 Responsibilities: • • • • • • • • • • Responsible for end to end compliance audit of field operations- vehicle audits and (call center) ERC audits, Ineffective calls and Customer Feedback Management System [CFMS]. Responsible for preparing Compliance Audit plan of field audits and call audits. Responsible for conducting investigations of CFMS and sending reports to concerned heads, HR and tracking of closures from concerned departments. Analysis of the audit results and generation of reports is based on the performance of process measures and observations of the Audit. Responsible for Tracking& Monitoring of entire Field audit team and ERC audit team and their audit activities. Responsible for generating entire compliance audit reports for field quality and call quality. Responsible for escalating non-compliance escalation matrix of ambulance audits, district office audits, ERO audits and CFMS issues. Generated Daily/Weekly/Monthly reports for the operations team to identify the issues and process defects. Oversee the calibration and monthly process knowledge test for the contact center associates. Deliver continuous training on quality processes for all QA associates. FreeCharge Payment Technologies Ltd. Senior Quality Assurance Analyst- Mar 16 to Apr 17 Responsibilities: • • Responsible for the overall quality of the customer success team. Audit the escalation group tickets and provide appropriate feedback to the associates. • • • • • • • • • • Assisting newly joined QA`s for a smooth transition and also assist during OJT. Attend weekly calibration session with the Quality, Operations and Training team and prepare and publish variance report. Prepare daily, weekly, and monthly reports based on the errors found and publish the reports with Pareto charts and other QC tools. Taking daily crew briefs and hurdles to cascade the updates to the floor. Conducting weekly knowledge test across the LOB`s to test the knowledge of the associates through internal portals and MindTickle. Assisting the agents on a real-time basis on any escalation queries on the floor. Audit, Monitor and provide feedback for any error the chats/Tweets for the social media team. Coaching and one on one feedback for the bottom performers. Work with the quality team for new process initiatives and working on projects to increase overall CSAT. Worked on a DSAT project by closely doing an RCA and Deep-dive Analysis. Amber Road Software Pvt. Ltd. Quality Assurance Analyst - Oct 2013 to Apr 2016 Responsibilities: • • • • • • • • Responsible for QA of Global Content data which includes Restricted Party Screening, Import & Export Controls and Landed Cost. Work with supervisor, other members of the RPS team, and the QA team to assure that RPL content updates and rollovers are processed and pushed to production and clients, as per the SLA. Work with Oracle SQL database to retrieve the data for backend and regression testing. Working knowledge of Salesforce© to handle client escalations Preparing weekly and monthly error report to highlight areas of concern to the Manager and provide inputs to overcome the issues. Attend weekly QA content meeting to discuss the client and internal errors and discuss the root cause of the errors and devise an action plan. Extensive usage of excel and ASAP functions in order to assure content updates and rollovers are processed and pushed to production in a timely fashion. Experience in using SharePoint. Aegis Pvt. Ltd. Senior Quality Analyst – May 10 to Sep 13 Responsibilities: • • • • • • • • • • • Recheck real-time transactions closed by executives to ensure it is error or defect-free before reaching to the respective customer or client. Transaction monitoring and giving feedback to executives via face to face and online monitoring tool. Coach, mentor and supervise the executives, and influence them to take positive action and accountability for their assigned work. Attending calibration sessions with operations and training team to ensure all are on the same page and there is no deviation from the standard procedure. Responsible for ensuring the quality of the data maintained across as per the standards. Suggestions for improving the quality and the efficiency of processes and operations through six sigma methodologies. Conducting quality Sessions for the trainee agents and newly joined executives. Highlight problem areas and suggest a solution plan and improvement plans. Prepare monthly performance review report of agents and executives and provide feedback on all monitors to improve the performance. Prepare and send daily and weekly reports to Operations. Handle and resolve critical quality problems using research abilities. Bionovar International Pte Ltd Associate - Aug 07 to March 09 Responsibilities: • • • • • • Handled customers and clients satisfactorily on business needs. Met all the expectations and completed the projects on time. Regularly assisted Manager with operations requirements. Maintained database, updated regularly and gave necessary inputs to be implemented in the field. Prepare, maintain an inventory of the required materials. Forecast the requirements to the operations team. Infosys BPO Limited Process Associate – Jan 07 to Jul 07 Responsibilities: • • • Handling order management queries for Cisco products. Provide email/chat support for the queries related all Cisco products. Real-time order processing and delivery completion. Sanofi-Aventis Client Service Associate – Jun 2006 to Dec 2006 Responsibilities: • • • • • • • Post Marketing Surveillance Trial of the Diabetic molecule marketed by Sanofi-Aventis Pharma Ltd. Technical Support to the health professionals and patients who are under the Lantus® molecule to help better understand the Pharmacodynamics and Pharma co-vigilance of the drug. Regular follow-ups and data acquisition from the patients to know the current clinical symptoms of the patients on LANTUS® drug. Educating the patients regarding diabetic management and control of the same. Conduct regular meetings with health professionals and marketing team. Maintain all data acquired on the field visits in a systematic manner in MS Excel. Enhance business for the company by regular inputs to the marketing team. Academic Chronicle: • • Post Graduate Degree from VIBS College, Bangalore University from- with 65 %. Bachelor’s Degree from Karnataka Science College, Karnataka University from- with 70%. Personal details: Full Name: Santoshkumar S. Shetty Date of Birth: 26-May-1983 Gender: Male Languages known: English, Hindi and Kannada Hobbies: Playing & watching cricket, listening to music and traveling to new places. Place: Bangalore Santoshkumar S. Shetty