Abhishek Rajan Parkar
Mumbai
Summary
To be associated with a progressive organization which would give the opportunity to enhance my professional expertise and integrate the same with the organizational development process. Accomplished technical and interpersonal leader and communicator with sound judgment and decision making skills.
Overview
6
6
years of professional experience
Work History
Quality Team Lead
TrueMeds (Intellihealth Pvt LTD, Mumbai, Maharashtra)
Mumbai
10.2023
- Managing the entire Quality Team of 18 QAs across 4 verticals
- Developed Standard Operating Procedures (SOPs): Created comprehensive SOPs to optimize operational workflows, standardize processes, and enforce adherence to established guidelines, ensuring efficiency and accuracy in task execution
- Led Call Calibration Sessions: Spearheaded regular calibration sessions for both internal and external teams, ensuring alignment with quality standards and fostering consistency in performance evaluation and feedback across the organization
- Prepared Key Result Areas (KRAs) for the Quality Team: Developed and implemented comprehensive Key Result Areas (KRAs) for the quality team, aligning individual performance objectives with organizational goals and ensuring clarity in expectations and performance evaluation
- Framed Quality Legends and Prepared Monitoring Sheets: Established clear quality legends and meticulously crafted customized quality monitoring sheets tailored to diverse processes, ensuring consistent evaluation criteria and facilitating precise performance monitoring and improvement initiatives across various operational domains.
Senior Quality Analyst
PharmEasy India Pvt Ltd, Mumbai, Maharashtra
Mumbai
08.2019 - 03.2023
- Handling various teams associated with inbound & outbound sales
- Manage multiple Sales LOB’s (Diagnostic, Order confirmation, Order on Call and Outbound Sales)
- Handled a team of 400 associates working on multiple Sales tasks
- Trained associates on how to maximize sales with different LOB’s
- Was working as Acting QTL with 12 QAs reporting to me
- Leading & coordinating with QAs from different locations (Mumbai & Bangalore)
- Leading Internal & External Calibrations
- Training QAs promoted through IJP and Hiring
- Assisted in hiring/ interview process for associates and auditors Allocation of data to QAs for Audits
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
- Performed root cause analysis using 5 why technique
Lead Associate Quality
WNS Global Solutions, Navi Mumbai, Maharashtra
Navi Mumbai
10.2018 - 07.2019
- Focused Audits: - Transfer, PMA (Pending Merchant Action), PAA (Pending Amazon Action)
- Participates in calibration session with clients
- Monitors No Poll & PRR Solicitation cases to check that there are no incorrect practices is going on
- Doing Dip-check on floor of new updates to ensure that they are properly briefed
- Making reports such as TNI, Dip-Check & Audits Target V/S Completed
- Manages over 30 case audits per day with other ad-hoc/ additional tasks Partnered with managers to identify and capitalize on resolve case trends.
Quality Analyst
CAPITA INDIA PRIVATE LIMITED, Mumbai, Maharashtra
Mumbai
04.2017 - 10.2018
- Answered constant flow of customer calls with minimal wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Fielded customer questions regarding their monthly telecom usage and other Value-added services
- Recommended products to customers, thoroughly explaining details.
Education
BBI (Bachelors in Banking and Insurance: Banking and Insurance -
Mumbai University - Mumbai
04.2016
HSC: Commerce -
National Sarvodaya High School & Jr. College - Mumbai
03.2013
SSC -
National Sarvodaya High School & Jr. College - Mumbai
03.2011
Skills
- Data analysis
- Report creation
- QA methodologies
- Training implementation
- Quality Improvement
- Coaching and Mentoring
Timeline
Quality Team Lead
TrueMeds (Intellihealth Pvt LTD, Mumbai, Maharashtra)
10.2023
Senior Quality Analyst
PharmEasy India Pvt Ltd, Mumbai, Maharashtra
08.2019 - 03.2023
Lead Associate Quality
WNS Global Solutions, Navi Mumbai, Maharashtra
10.2018 - 07.2019
Quality Analyst
CAPITA INDIA PRIVATE LIMITED, Mumbai, Maharashtra
04.2017 - 10.2018
BBI (Bachelors in Banking and Insurance: Banking and Insurance -
Mumbai University - Mumbai
HSC: Commerce -
National Sarvodaya High School & Jr. College - Mumbai
SSC -
National Sarvodaya High School & Jr. College - Mumbai
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