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Devil's DOOM

@devilsdoom

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Business Analyst at OnEMITechnologySolutionsPrivateLimited who improved chatbot automation coverage from 37% to 85%.

India

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At OnEMITechnologySolutionsPrivateLimited, I led the chatbot implementation with Haptik, increasing automation coverage from 37% to 85% and reducing the bot-break rate from 9% to 1%.

I also led speech analytics and Ozonetel Dialer solutions. Speech analytics expanded audit coverage from 5% to 100% of executive calls, while the dialer reduced operational costs by 30% and increased outbound connectivity from 38% to 54%.

Earlier, as Manager - Quality Analyst & Trainer at WaydeltaFinancialServicesPrivateLimited, I managed a cross-functional team of 120 executives across Customer Support and Collections, using live call audits and floor walks to support quality compliance and performance improvement.

Experience

Work history, roles, and key accomplishments

Sr. Business Analyst

OnEMI Technology Solutions Private Limited

Jan 2023 - Oct 2025 (2 years 9 months)

Led integration and vendor management projects including speech analytics, dialer solutions, SMS/IVR campaigns, and chatbot implementation, achieving significant efficiency gains and cost reductions. Managed product documentation and compliance, coordinating with legal, product, and QA teams.

Business Analysis Process Automation Vendor Management Speech Analytics Chat Bot Integration Dialer IVR SMS System Management Product documentation Compliance Legal Coordination QA Data Analysis Excel Project Management Team Leadership Cross Functional Communication

Manager - Quality Analyst & Trainer

Waydelta Financial Services Private Limited

Dec 2021 - Dec 2022 (1 year)

Set up quality assurance analysis to monitor and regulate call center operations, improving productivity and customer experience. Managed a cross-functional team of 120 executives, conducting floor walks and live call audits to ensure quality compliance.

Quality Assurance Call Center Operations Team Management Live Call Audits Floor Walking Performance Evaluation Training and Development Customer Experience Compliance

Team Lead - Quality Analyst & Trainer

OnEMI Technology Solutions Private Limited

Jan 2018 - Dec 2021 (3 years 11 months)

Set up quality assurance analysis to monitor and regulate call center operations, identifying areas for service improvements and developing programs to enhance overall customer experience.

Quality Assurance Call Center Operations Process Improvement Customer Experience Training and Development