Headline

Quality Analyst | Customer Experience & Social Media Escalations | RCA | Compliance Operations | BPO & Tech Support

About

Customer-focused professional with 3+ years of experience in Quality Analysis, Customer Experience, Compliance Operations, and Escalation Management across BPO and tech support environments. Skilled in handling high-volume customer interactions, conducting Root Cause Analysis (RCA), improving service quality, and collaborating with cross-functional teams to drive faster issue resolution. Experienced in customer support operations, social media escalation handling, incident coordination, and executive-level communication support. Strong understanding of CRM tools, customer sentiment analysis, and quality frameworks with the ability to stay calm and solution-oriented in high-pressure environments. Passionate about delivering exceptional customer experiences, improving operational efficiency, and supporting business growth through proactive problem-solving and customer advocacy. Core Skills: • Customer Experience & Escalation Management • Social Media Support & Real-Time Engagement • Root Cause Analysis (RCA) • Quality Audits & Process Improvement • Incident & Crisis Communication • CRM Tools | Excel | Power BI | SQL • Cross-Functional Collaboration • Compliance & Risk Operations

Location

Hyderabad

Work experience

Quality Analyst at IntouchCX, Jan 2025 - Present · 1 yr 7 mos, Hyderabad, Telangana, India, Handle L2 customer escalations received through social media and digital support channels, ensuring timely and customer-focused resolution. Monitor real-time social media interactions and support escalation management for high-impact customer concerns. Conduct L1 quality audits for customer support interactions to ensure compliance with communication and process standards. Provide structured feedback and coaching to agents on customer handling, empathy, escalation management, and quality improvement. Perform Root Cause Analysis (RCA) on recurring escalations and customer complaints to identify process gaps and improvement opportunities. Collaborate with Operations, Support, and Internal Stakeholders to resolve complex customer issues efficiently. Analyze customer sentiment, escalation trends, and service defects to proactively highlight emerging concerns. Support incident communication and escalation workflows during service disruptions or critical customer-impacting events. Maintain quality reports, audit documentation, and escalation trackers using CRM and QA tools. Ensure adherence to SOPs, SLA targets, compliance requirements, and customer experience standards across social media support operations.

Quality Associate at Amazon, Aug 2023 - Apr 2024 · 9 mos, Hyderabad, Telangana, India, Handled L1 customer escalations received through social media and digital support channels, ensuring timely acknowledgment and resolution. Monitored customer complaints and escalated critical or high-risk cases to appropriate internal teams for faster resolution. Reviewed customer cases to ensure compliance with company policies, quality standards, and operational guidelines. Coordinated with cross-functional teams to resolve customer-impacting issues efficiently. Analyzed customer concerns and identified recurring trends to support process improvement initiatives. Maintained accurate documentation of escalations, resolutions, and customer interactions in CRM tools. Supported risk and compliance operations by identifying suspicious patterns and ensuring process adherence. Delivered customer-focused support while maintaining SLA targets and quality standards in a fast-paced environment

Escalation Specialist at Concentrix, Mar 2021 - Dec 2021 · 10 mos, On-site, Handled customer queries through voice and digital support channels while ensuring high levels of customer satisfaction. Assisted customers with account-related concerns, service requests, and issue resolution in a fast-paced support environment. Performed KYC verification and customer validation processes as per compliance guidelines and SOPs. Managed customer escalations at the initial support level and ensured proper routing for critical cases. Maintained accurate documentation of customer interactions and resolutions using CRM tools. Ensured adherence to quality standards, SLA targets, and compliance requirements in all customer interactions. Collaborated with internal teams to support faster issue resolution and improved customer experience. Demonstrated strong communication, problem-solving, and multitasking abilities while handling high interaction volumes.

Education

M.Com, Ranchi University, Ranchi

Bachelor of Commerce - BCom, Accounting, Ranchi University, Ranchi