Payal Nikhare

Conducted Root Cause Analysis (RCA) calls with Operations and Training teams to identify process gaps and implement corrective measures.
Handled client escalations, ensuring timely resolution of issues and managing controllable error escalations effectively.
Maintained and published key quality reports, including Training Needs Identification (TNI) reports, case wellness, internal and external error reports, and other client-facing documentation.
Developed, reviewed, and updated quality control processes to ensure process consistency, accuracy, and reliability.
Ensured adherence to quality standards and communicated performance insights and improvement metrics to senior management and stakeholders.
Mentored junior analysts to improve their analytical skills and reporting accuracy.

• As a Quality Analyst at IGT Solutions Pvt Ltd, I played a crucial role in ensuring the delivery of high-quality customer service. My responsibilities included conducting regular quality assessments and audits to evaluate the performance of customer service representatives, providing feedback and coaching to improve their skills, and collaborating with cross-functional teams to identify areas for process improvement and implement necessary changes.
• Conducted regular quality assessments and audits to evaluate performance and to gauge the health of the process and shares feedback with Unit Heads/ Team Leaders
• Provided feedback and coaching to improve skills and enhance customer satisfaction.
• Collaborated with cross-functional teams to identify areas for process improvement.
• Implemented necessary changes to enhance customer service delivery.
• Conduct Internal/External Calibrations
• To prepare detailed RCA of any certain case and its action plan.
• Handle & resolve escalated calls/issues and requests from internal and external sources.
• Prepare scorecard for weekly, monthly, and quarterly business review documents.
• Communicate with stakeholders on process quality issues.
• Ability to get out of the box ideas and Process Improvement Initiatives in the process

• As a Customer Service Executive at AEGIS - Vodafone DCCC, I provided exceptional service to customers by addressing inquiries and issues, ensuring a positive customer experience, and collaborating with team members to deliver high-quality service.
• Professional Investigation, analyzing & resolving customer complaints
• Resolve End to End complaints (Including technical & non-technical issue)
• Promoted to Escalation Desk -Email