DEVAVINOSHINI KRISHNA KUMAR

Dedicated and results-oriented Quality Assurance Excellence Support Executives in developing and implementing effective quality assurance measures. Successfully built the QA department from the ground up, working closely with the operations manager.

• Collaborating with operations department to align agent performance with client expectations. Addressed and rectified critical cases involving data manipulation by agents, taking proactive measures to prevent future errors.
• Conducting thorough call evaluations for sales and non-sales calls, identifying areas of improvement, and providing input to trainers for targeted agent development.
• Analyzing data for unusual activities or requests from team leaders, operations managers, or project clients, ensuring data integrity and client satisfaction.
• Leading coaching sessions for non-critical errors and recommended counseling sessions for critical errors, contributing to continuous improvement.
• Delivering weekly presentations to project clients, showcasing identified errors, and demonstrating commitment to quality.
• Implemented several initiatives to maintain and enhance quality standards within teams such as introducing QA rules, script improvements, Handling objection cheat sheets, and call evaluation forms.
• Coordinated priority of support work based on client and business needs.
• Updated Master List according to client's report and databases to update Client, Data Analytics and Team Leaders.
• Evaluate more than 100 calls per day.
• Implemented new quality assurance and customer service standards.

Quality Assurance Executive - AXA Affin Life Insurance Berhad, CHUBB Insurance Berhad, Hong Leong Assurance Berhad Projects

• Evaluate base on quality of sales and non-sales calls, meticulously aligning with policy books and project-specific requirements to ensure adherence to industry standards.
• Provide targeted coaching to agents with high error rates, fostering continuous improvement in performance and maintaining high standard of quality across customer interactions.
• Monitor and maintain quality of calls and sales transactions, ensuring level of customer satisfaction by paying meticulous attention to detail in all aspects of the customer experience.
• Execute effective coaching sessions post-call monitoring, addressing identified areas of improvement, reinforcing best practices, and contributing to ongoing skill enhancement for agents.
• Conduct thorough audits on contact center processes, ensuring strict compliance with defined best practices and identifying opportunities for optimization to enhance overall operational efficiency.
• Organize and prepare daily evaluations with systematic approach, contributing for ongoing assessment and improvement of overall call quality.
• Design and deliver targeted training courses on quality-related aspects to agents with high error rates, enhancing their skills and knowledge in alignment with project goals.
• Assist Senior and Junior Quality Assurance Executives, fostering collaborative and efficient QA team environment, and contributing to overall success of quality assurance initiative
• Ensured quality assurance processes were followed to ensure maximum product quality.
• Evaluate 20 Calls pre-day with minimum talking time 30 minutes

• Provide direct marketing and sales support to field/distribution sales organizations.
• Manage, generate, and qualify as well as process sales leads. Also responsible for maintaining customer, prospects, and competitor databases and assessing, devising, and implementing marketing promotions.
• Generate new business through outbound calls and follow up on incoming sales leads.
• Maintain revenue goals by quarter and year to date.
• Achieved sales targets by prospecting, qualifying and converting leads
• Selected correct products based on customer needs, product specifications and applicable regulations

• Provide direct marketing and sales support to field/distribution sales organizations.
• Manage, generate, and qualify as well as process sales leads. Also responsible for maintaining customer, prospects, and competitor databases and assessing, devising, and implementing marketing promotions.
• Generate new business through outbound calls and follow up on incoming sales leads.
• Maintain revenue goals by quarter and year to date.
• Developed new sales process that improved customer acquisition.
• Overcame potential objections of prospective customers using expert product.
• Knowledge and persuasive communication skills.