Praveen Pasupathy

• Analyzed problems and worked with teams to develop solutions.
• Sorted and organized files, spreadsheets, and reports.
• Prepared project presentations and reports to assist senior staff.
• Explored new technologies and approaches to streamline processes.
• Participated in workshops and presentations related to projects to gain knowledge.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Conducted regular reviews of operations and identified areas for improvement.
• Gathered, organized and input information into digital database.
• Evaluated customer needs and feedback to drive product and service improvements.
• Created and managed project plans, timelines and budgets.
• Educated staff on organizational mission and goals to help employees achieve success.
• Generated reports detailing findings and recommendations.

• Drive continuous improvement for Transaction Quality and Delivery
• Manage Call Quality & Client related KPI's
• To strengthen Quality management processes / framework to improve quality delivery
• To improve the reliability of processes
• Strong in evaluating the effectiveness of existing departmental processes and initiating change management to improve performance and overall results to meet or exceed target metrics
• To Train Quality associates on Quality Methods, Mentor the Projects
• To Review existing policies and develop new plans to improve the existing quality system
• Perform reviews of working files to ensure accuracy and completion and assist in clearing any review points provided by team leads and / or audit management
• Scope determination, development of audit planning memorandums, performance
• Communicate with operation and management, establish, and maintain strong working relationships with all levels of management
• Plan and manage internal audit mandates, including documentation of work performed, and management of costs and time for the mandates

Roles & Responsibilities

• To improve reliability of processes
• To maintain Quality standards for processes aligned
• Currently managing various process which includes Customer durables- Technical support Voice & Chat, Financial services- Chat & Email (customer service for US/ EMEA region) Insurance data entry, Postal enquires Chat/Email (Singapore)
• Actively participate in process meeting with client/ Management team
• To deploy LSS projects as on required for process improvement
• To handle day to day transactional activities of all processes.

• Responsibilities
• Responsible for managing end-to-end programs/projects from Quality and Training perspective
• Assist in development, implementation and Management of Quality monitoring system
• To develop training program and train Managers, Assistant Manager and support staffs
• Strong in evaluating the effectiveness of existing departmental processes and initiating change management to improve performance and overall results to meet or exceed target metrics
• To Train Quality associates on Quality Methods, Mentor the Projects
• To monitor processes to ensure compliance with standard operating procedures, audit compliance and best practices
• To recommend solutions relevant to Quality and Compliance areas
• To Manage Training and Quality Budget
• To Plan and Monitor the training programs execution according to the plan
• Periodically evaluate and report on training effectiveness for the organization
• To design a scorecard for training and Quality Guidelines in order to improve performance and minimize new hires/ tenure errors
• To Develop content related to training

• To facilitate students to appear for IELTS, TNPSC (General English / History), Spoken English, Aviation and Aptitude
• Conduct training sessions based on the requirements of clients (soft Skills, Communication skills – Grammar, Time Management, Aviation and Personality Development)

• Devise and review client requirements for process and Products
• I keen eye for detail and results driven approach
• Continuous driven programs
• Audit and evaluate process
• Quality performance and analysis

• Quality & Training) in Christel info solutions for 39 months, Responsibilities
• To organize and assess the status of process to identify strengths and short comings in the current approach to manage Quality
• To plan for process improvements and monitor progress of implementation towards process improvement
• To Develop Business strategy pertaining to Quality & Training related activities
• To Review existing policies and develop new plans to improve the existing quality system

• To perform a variety of duties that helps the call center executives operate at an optimal efficiency
• To measures and gauges all the Quality based activities of the call center executives
• To monitor Quality Analyst & SR
• Quality Analyst to ensure the phone calls and emails to verify that the CCE (call center executives) are working in accordance with the company rules and regulations.