1. Kamal Khokhani
Rajani Kusumalaya
14/3/3 Nandalal Jew Road,
‘Rajani Kusumalaya’, 1st Floor,
Besides Purnam Medicare,
Kolkata - 700026
kkhokhani16@gmail.com
Mobile: +917003109932
Objectives
Improve company performance through enhanced quality standards; deploying strong,
long-term QA integration strategies.
Education
1992 | B.Com
Skills
Reliable quality assurance analyst with four years’ experience in the high-tech industry
offering the following core competencies:
Handle and resolve critical quality problems using research abilities.
Hands-on experience with statistical data collection and quality administration.
Strong analytical skills, combined with effective communication, organizational skills and
planning ability.
Managerial qualities – Time management, project leadership and team work.
Independent and self-directed – Can work with minimum supervision.

2. 2
KamalKhokhani
Experience
H K Enterprise | Administrator
December 2010 –Till Date| Calcutta
Injection, Blow & Extrusion Molding:
Assess the production process & performance – Identify & eliminate the percentage of
wastage in the manufacturing process and increase the efficiency of the finished products.
Designed quality regulations and evaluations based on monitoring of production flow.
Set and verified standards of quality and testing procedures – Reviewed and modified
quality assurance programs and tested performance according to user’s specific requests
and designed layouts.
Administered the company privacy policy regarding data.
Collaborated closely with external business units and clients.
IBM India Pvt. Ltd. | Quality Analyst
November 2009 – December 2010 | Bangalore
Performed contact call center monitoring, evaluated and reported all agents within regional
territory.
Actively used quality management system to compile, track and trend agent performance.
Communicated with center leadership and Corporate Customer Service Team and socialized
call center performance and observed performance gaps.
Analyzed call trends and identified agent and call center training opportunities and provided
recommendations to management.
Consistently sent immediate email to supervisors and provided instant feedback on
performance concerns, disconnected calls and auto fail calls.
Participated in internal calibrations with Quality and Operations and ensured consistent
scoring.
Responsible for being objective liaison on behalf of the client to the vendors.
Participated in assisting with Quality lessons and improved quality performance.
Tracked call results and conducted trend analysis based on results of monitors and
improved quality and training needs.

3. 3
KamalKhokhani
Satyam BPO Ltd. | Senior Quality Analyst
January 2008 – August 2009 | Hyderabad
Auditing calls handled by Level 2 and Level 3 support representatives.
Prepare associate weekly/monthly/quarterly trend and defect analysis.
Manage a team of 25 - 30 Associates and provide feedbacks on a regular basis to help them
identify and improve on their gray areas.
Prepare presentations on Culture and Communications/Handling Escalations/Standard
Operating Procedures.
Participate in Internal Calibration to bring down the Variance level amongst different QA’s
and also between a QA and a Team Lead.
Prepare Training manuals and Identify Areas of Improvement and Train Associates.
Work rigorously to improve and deliver finer Customer Care Surveys by giving fresh ideas to
handle situations.
Plan and implement a uniform evaluation pattern across all the Contact Centers across the
Globe of Verizon Online DSL Technical Support by actively participating in the All Site
Calibrations held every fortnight.
Take mock calls for associates & newly appointed Team Leads, in order to make them feel
more comfortable in handling live calls.
Mentor and advice new joiners on Standard Operating Procedures and process related
queries apart from Quality Parameters and Effective Customer Service Approach.
Mentoring and certifying new Analysts in the process of Client Certification.
Prepared refresher modules and organized trainings for 150+ Bottom Quartile associates till
date.
Guiding Associates to deliver Customer Delight and maintain consistency.
Focus on First Call Resolution.
Wipro BPO Ltd. | Senior Customer Care Executive
September 2006 – January 2008 | Calcutta
Have hands on experience in the ISP Campaign, and CAD Campaign (PSTN) for a UK
process.
Assisting Manager and my Colleagues to deliver customer delight in an ISP Process of
British Telecom.
Report to the Manager Operations and update about the performance of the team to deliver
expected standards of quality levels and performance.
Conduct mock calls with the new trainees.
Coordinate with Training and Quality department to ensure that the team maintains the
required standards consistently.
Initialized several on-floor activities to boost morale and ensure agent participation. Actively
involved in off-floor social activities for reps.
Active participation in the training process.
Able to produce the desired results in a deadline driven environment.
Mentor and advice new joiners on Standard Operating Procedures and process related
queries apart from Quality Parameters and Effective Customer Service Approach.
Focus on First Call Resolution.

4. 4
KamalKhokhani
Professional Skills: Call Monitoring, Providing Feedback, Deep Dive Analysis, Process
Training, Preparing PPT Slides on Process Quality/ Refresher Training/ Customer Service/
Soft Skills, Sound knowledge of MS Office, Six Sigma and Lean methodology of Quality
Standardization.
Languages: English, Hindi, Gujarati & Bengali.
Hobbies: Watching Movies, Listening to Music, Travelling and Playing Cricket and
Badminton.