AnshulVaidya
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About Me
Quality Analyst role in Market Research process, GSTN process, Maruti process & Best Buy process---
i. Transactional Call Quality for a. "voice based processes"--- prospecting, complaint escalations-ticketing, b. "chat based process"--- complaint ticketing and Chat based Ecommerce Sales process, c. "email based process"--- complaint ticketing & complaint management.
ii. Employed 7 quality tool-- Histogram, Pareto Analysis, RAG Analysis, 5 Why Analysis, SPC-Control Charts towards representation of quality attributes of the process.
iii. Coaching, feedback and training activities conducted including training NHT batches, preparing dip-check and monthly pkt quiz questionnaire for assigned lobs and sub-lobs.
iv. Implemented RCA, participated in Client Super Audits and effectuated agent performance monitoring using single performance attributes- CSAT, Quality/AHT score, WOW Call, Bottom Quartile Identification.
v. Effectuated Team quality score improvement and shared comparison with overall process quality score with use of delta parameters to report score improvement for bottom quartile agents.
vi. Live Barging and Side barging into primary research studies in CATI, CABI and VPN studies.
vii. Statistical analysis using Regression analysis and CHAID Analysis to determine Customer Perception and Customer Satisfaction in primary market research studies.
Six Sigma Green Belt Certificate.pdfSix Sigma Black Belt Certificate.pdf