1. Curriculum Vitae
Career Objective
Looking for a challenging position in process development or related areas that would best utilize my
expertise and provide immense learning. This position should have many opportunities for an ambitious,
aggressive and dedicated individual with the leadership abilities looking to advance.
Total Working Experience [7 + Years]
Organization Designation
Duration In
Months
Period
Vertex Customer Solutions India Pvt. Ltd.
Act. Associate
Manager Quality
48 Dec'11 to till Present
Aegis Ltd. QA 40 Sep'07 to Feb'11
Summary
Interact with clients on daily basis and get involved in ideas and business development, maintaining
Client & management communication through responding to emails, suggestion & implementing
Ensure Achievement of overall team target by generating business and providing value add
Objectively review the success and achievements against agreed targets, identifying strengths,
weaknesses and areas for development
Rich experience about the telecom and inbound business line up, associated with India's leading telecom
operator Airtel & Reliance
Experience in Quality
ORGANISATION : “Vertex Customer Solutions India Pvt. Ltd.”
DESIGNATION : “Associate Manager Quality”
JOB PROFILE:-
Nidhi Jaiswal House No- 26, Street No -9
Mo + 918860600144 Raksha Enclave, Mohan Garden
jnidhij@gmail.com New Delhi - 110059

2. Team Handling: - Handling a team of 8 QAs. Monitoring their performance and to ensure that they
meet individual & process target & achieve SLA’s
Working with multiple LOB’s for Inbound & Outbound Campaign, customer category based are SBN,
P&G, DHD desk for Inbound & Welcome, Pre due Calling, Post due Calling, Collection, Retention &
Up selling for Outbound.
Preparing Reviews/Dashboard: - This includes preparation of Client end review & reports, based upon
different SLA’s, advisors performance and process requirement, Preparing and updating the Service
Quality Dashboards and sending Client end data on regular basis and maintaining Service Quality MIS
Conducting Calibration Sessions: Conducting calibration with the client (externally), and also
conducting internal calibration with the team leaders and other QA’s is a deliverable.
Analysis Activities: - To reduce the process gap & improve the CQ & Communication. Conducting
the Analysis based on client & process requirement (Repeat Call, short Call, CDR Calls, FTR No Calls,
Wrong case related, RCA, NVA, TNA & BQM)
Improvement & Efficacy:- That includes to gauge & regular check of improvement of metrics &
observe the Efficacy, post implementing the solution also keep tracking the regular checks & closely
monitor the process health & performance
Value Addition:- As a Quality person this is prime responsibility that will keep sharing the value add
to all stakeholders internally & externally & provide extended support to operation to operate the
business smoothly, which includes Process Revenue, P & L , R & P.
ORGANISATION : “Vertex Customer Solutions India Pvt. Ltd.”
DESIGNATION : “Quality Analyst”
JOB PROFILE:-
 Monitoring Calls, Live Barging and giving feedback to agents as well as coaching
 Identify the CSAT & FTR No reason & sharing feedback
 Live Call listening & Floor walk to reduce fatal & increase CQ Score
 Analysis on NVA, FTR, Fatal, PLA, CSAT ,RCA , TNI & TNA
 Taking Refresher session as per Training schedule & Quality session
 ACE & Pace call monitoring to nominate the call in partner location & Center
 Dipstick & responsible for making daily basis dipstick report
 Responsible to publish QA alignment on weekly basis & monthly Design Audit pattern
 Taking Escalations calls & doing floor walk to check the Intranet adherence
 Weekly Review with manager to check performance of process & pool
 Responsible for publish the Internal dashboard( Call audits, SR Audits)
 Sending Quality Alerts & Daily briefing page point on daily basis
 VOC out calling to customer to know about the customer experience
ORGANISATION : “Aegis BPO Ltd”
DESIGNATION : “Quality Analyst”
JOB PROFILE:-

3.  Monitoring Calls & SR, Live Barging and giving feedback to agents as well as coaching
 Arranging for Training Resources and Training schedule
 Taking Mock calls certification as per training schedule
 Designing the Call Quality Audit Process to be followed
 Responsible for making daily basis dipstick report
 Conducting session for lacking area in communication
 Listening External FATAL & Low Communication call
 Designing the reporting structure daily weekly and monthly with the MIS department
 Responsible for making the Roster, Call Plan (Calling Strategy) & Alignment for the entire Quality
Team
 Conducting call calibration with Clients by low variance
Achievements
 Have Successfully Completed Projects(Manzil,Aghaz,Meri Awaz Suno, Meethe Bol Bade
Anmol, Khoj Guru, Aaj Ka Sitara, Sur Samrat , Falak , Prayas & Madhyaam)
 Promoted as Quality Analyst in Aegis BPO on March 2008
 R & R in November 2011 for the ISAT Score improvement in the Pool
 Awarded by Vertex for High ISAT & less MAFI Scores in Team, based on Quarterly
performance
Expertise & Proficiency
 A tremendous experience in Telecom Process specially in Reliance
 Good knowledge about the MS Office which includes (Excel,Word & Powerpoint)
 Ability To Identify Weak Areas And Implement Strategies to Improve the Same
 Strong Leadership Skills With An Ability To Build, Develop And Lead Result-Oriented Teams
 Good Relationship Management skills.
 Willing to work in competitive atmosphere.
 Strong orientation and commitment towards customer servicing.
 Leadership Skills and ability to supervise teams.
Academic Qualification
BACHELOR’S : Graduation done in Science from CSJM University
SECONDARY EDUCATION : 10th from UP Board in the year 1999
12th from UP Board in the year 2001
Personal Details
 Father’s Name Lt. Mr. S.N Jaiswal
 Date of Birth: 8th August, 1984
 Languages Known: English, Hindi
 Marital Status: Married
 Hobbies Making new friends & listening to music

4. DATE: SIGNATURE