Priyadarshini Sarali
Berwick,Australia
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist/Risk Analyst
TSA group Australia- IAG and Amplifon
04.2022 - Current
- Understand QA framework and day to day execution of QA practices to enable quality monitoring as well as service improvement in call center. Ensure compliance to regulatory requirements and call handling workflow
- Conduct and perform monthly QA checks on all agent's staff based on agreed frequency. Managed approximately 200 audits per month and achieved highest KPI's.
- Evaluate and gather feedback from call monitoring to determine appropriate actions to be taken to ensure standards are kept
- Assist in analysis of training needs through study of customer feedback, complaints and coach agents on areas of improvement following QA checks
- Coordinate and facilitate call calibration sessions with team leaders/managers and relationship officers, investigate complaints and provide recommendations/action plans to prevent future occurrences
- Prepare and share results of QA checks and improvement plans with team leaders/managers
- Undertake any other responsibilities that may be assigned from time to time.
Claims Consultant
TSA group Australia
11.2021 - 04.2022
- Built authentic relationships with customers through end-to-end claims management, assessing each situation on individual basis
- Managed 30 inbound calls and outbound calls to resolve enquires, and concerns related to property damage.
- Liaised with suppliers and repairers to validate, assess and repair property insurance claims
- Accurately recorded detailed customer interactions and process account information
- Accurately managed customer expectations regarding their insurance and claim process.
Education Support Officer
Templeton Elementary School
01.2021 - 10.2021
- Helping 20 students in reading, writing and other classroom activities as directed by classroom teacher
- Assisting in specialist classes
- Assisted special needs child in classroom writing for class.
Education Support Officer
Bayswater Primary School
01.2021 - 04.2021
- Helping 15 students in reading, writing as instructed by classroom teacher
- Assisting in activities in language class
- Assisting students in excursions and managing activities with children
- Organizing programs during excursions
- Streamlined communication between parents, students, and educators through regular updates and meetings.
Business Development Executive
HTMT Hinduja Global Solutions Ltd
09.2007 - 07.2009
- Lead generation or appointment setting done for expanding business and offering services to various industries mainly in Automotive, BFSI, Media companies, Hospitals, Telecom
- Monitor customer preferences and determine focus of sales efforts
- Email marketing: content creation and design, management of email platforms and databases
- Tele-calling: cold calling and appointment follow-ups, lead generation.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Account Executive
ATN Media FZ
07.2006 - 07.2007
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Met and exceeded service level goals to achieve standards and expectations.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Monitored industry trends and competition, adjusting sales strategies accordingly to maintain competitive edge in market.
- Presented professional image consistent with company's brand values.
- Met existing customers to review current services and expand sales opportunities.
Education
MBA - Marketing Management
University of Mysore, Karnataka
Mysore, INDIA01.2004
BBA - Marketing Management
University of Mysore, Karnataka
Mysore, INDIA01.2002
Skills
- Analytical Thinking
- Self-Directed
- Multitasking Abilities
- Quality Assurance
- Problem-Solving
- Problem Resolution
- Data Management
Certification
- Completed 100 hours placement in Glenroy West Primary School, 03/2019, 06/2019
- Completed Certification-3 in education support from Kangan Institute, Melbourne, 2019
- Completed first aid certification from Kangan Institute Melbourne, 2019
Languages
English
Hindi
Kannada
Personal Information
- Passport Number: RA3284561
- Date of Birth: 03/27/82
- Visa Status: Citizen
Volunteer Experience
- Templeton Primary school, Classroom helper and Casual staff member, 01/2021, 10/2021, Helping the students in reading, writing and other classroom activities as directed by classroom teacher., Assisting in specialist classes., Assisted a special needs child in classroom writing for a class.
- Bayswater South Primary school, Classroom helper and Casual staff member, 01/2021, 04/2021, Helping the students in reading, writing as instructed by classroom teacher., Assisting in activities in language class
References
- TSA group of companies, Jordyn Kay-Team leader, Shreyas Jawalkar-Trainer and Manager
- Glenroy West Primary school, Lisa Brandecker-Assistant Principal, Andrea Curtso-Class teacher
- Templeton Primary school, Andrea Edwards-Assistant Principal, Emma Finn-Class teacher, Ali Murphy-Class teacher
- Bayswater Primary school, Rebecca Sest-Class teacher, Daniel Zielinksi-Assistant principal
www.linkedin.com/in/priyasarali
This link will give all the details about my current role and previous roles. I am currently working with TSA as Quality Assurance specialist for almost 2 years. I manage the risk and compliance section. I audited for IAG insurance for home and contents claim and now I audit for another campaign which is Amplifon who are specialists for hearing tests and hearing aids.
Timeline
Quality Assurance Specialist/Risk Analyst
TSA group Australia- IAG and Amplifon
04.2022 - Current
Claims Consultant
TSA group Australia
11.2021 - 04.2022
Education Support Officer
Templeton Elementary School
01.2021 - 10.2021
Education Support Officer
Bayswater Primary School
01.2021 - 04.2021
Business Development Executive
HTMT Hinduja Global Solutions Ltd
09.2007 - 07.2009
Account Executive
ATN Media FZ
07.2006 - 07.2007
MBA - Marketing Management
University of Mysore, Karnataka
BBA - Marketing Management
University of Mysore, Karnataka
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