Bengaluru, Karnataka, India
I am a dedicated and detail-oriented Quality Analyst with proven experience in the BPO industry for 6 years, specializing in monitoring, evaluating, and enhancing customer interactions to ensure top-tier service delivery. With a strong focus on process improvement, compliance, and performance insights, I bring a data-driven approach to identifying gaps, driving quality initiatives, and coaching agents toward excellence. My expertise lies in call audits, RCA (Root Cause Analysis), reporting, and calibration sessions that align quality goals with client expectations. I’m passionate about creating a culture of continuous improvement, ensuring every interaction not only meets but exceeds customer satisfaction benchmarks. I thrive in fast-paced, high-volume environments and am comfortable working across voice, chat, and email support processes. 🔹 Key Strengths: Quality Monitoring & Feedback Call Calibration & Scorecard Development Customer Experience (CX) Enhancement SOP & Compliance Audits Process Improvement & RCA Cross-functional Collaboration with Ops & Training Teams Always looking to evolve and add value, I believe in using quality as a strategic lever for growth, retention, and service excellence. I welcome opportunities to connect with like-minded professionals in the BPO industry. Let’s connect and share ideas on quality excellence and process improvement.
Worked as Freelancer for various companies like Godrej, Casagrand, Pronto, Tasty Tales, Vivo, Prestige Property, IKEA and many more for brand promotion