Headline

Quality Assurance Analyst @ Teleperformance | Quality Monitoring, Process Improvement

About

As a dedicated Quality Analyst with experience in customer service and process improvement, I specialize in ensuring quality, accuracy, and compliance while enhancing overall customer experience. Skilled in quality assurance methodologies, coaching techniques, performance analysis, and process optimization, I focus on driving operational excellence and continuous improvement. With expertise in QA tools, reporting, and cross-functional collaboration, I help teams achieve higher productivity, service standards, and business goals efficiently.

Location

Gurugram

Work experience

Quality Assurance Analyst at Teleperformance, Feb 2024 - Present · 2 yrs 5 mos, Gurugram, Quality Analyst | Teleperformance • Skilled in Quality Assurance, quality monitoring, feedback analysis, and process improvement. • Experienced in using Quality Control Tools such as Fishbone, Histogram, Pareto Chart, Scatter Diagram, Control Chart, and Flowchart/Run Chart. • Strong knowledge of coaching techniques including Active Listening, SMART Goals, GROW Model, FUEL Model, and BEST Model. • Worked on Google Campaign – NFL (National Football League). • Collaborated with cross-functional teams to align quality standards with business objectives and enhance customer experience. • Created detailed QA reports to track performance, identify improvement areas, and maintain service excellence. • Initiated performance improvement plans for underperforming representatives, resulting in better service delivery and operational efficiency. • Proficient in leveraging QA tools and reporting systems to improve evaluation accuracy and overall productivity.

Analyst at Teleperformance, Oct 2022 - Present · 3 yrs 9 mos, India

CCE at Teleperformance, Sep 2022 - Present · 3 yrs 10 mos, Gurugram, Experience in Customer services in an Adobe process .

Cce at Swiggy, Nov 2021 - Jun 2023 · 1 yr 8 mos, Chandigarh, India

Education

Bachelor of Business Administration - BBA, Human Resources Management/Personnel Administration, General, Himalayan Institute of Technology