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Hina kousar qureshi

Senior Quality analyst (Call & Email monitoring)

Bengaluru

12+ years of work experience

Activeo Celtycs India Pvt Ltd
Mar 20264 mosPresent

Bangalore Urban

Activeo Celtycs India Pvt Ltd
Mar 20197 yrs 1 moMar 2026

India

Currently working as a Quality analyst at Celtycs Outsourcing for Make mytrip process auditing Calls, Email & Chat along with Feedback & adhoc activity handling. Well versed in Excel , Vlook up, Pivot, Pareto & preparation of Dashboards. Good in presentation skills.
Mar 20197 yrs 4 mosPresent

Conducted compliance audits (Email & calls) and prepared agent performance dashboards. Provided quality insights and participated in internal and external calibrations. Delivered feedback and performance coaching to agents. Led training and process refreshers, including onboarding sessions, in absence of trainer for the process. Performed advanced quality checks like DSAT audits, NPS Audits, Repeat call analysis, High/ Short call AHT analysis, Tagging & call transfer accuracy checks, escalation reviews, and re-audits. Handled team rebuttals raised by partner centers against the audits conducted by Activeo Celtycs quality team. Participated in Monthly reviews.
Allsec Technologies Limited
Nov 20144 yrs 5 mosMar 2019

Began as a customer support executive for FreeCharge email support. Transitioned to Quality Analyst role, leading audits and performance assessments. Delivered feedback and performance coaching to agents. Conducted bottom performer outlier refresher sessions for quality improvement. Shared agent performance dashboards to Operations team & clients. Participated in Internal & External Calibrations Participated in Monthly reviews Shared TNI reports to training team basis audit observations for guidance on process refreshers.
Allsec Technologies Limited
Nov 20144 yrs 2 mosDec 2018

MG road

Worked as a Email support executive for 10 months in Freecharge semi-voice process & worked as a Quality analyst for the period of 3 Years at the same organization.

Education

bangalore university

Bachelor of Business Administration - BBA, Accounting and Finance

bangalore university

20103 yrs2013

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Headline

Senior Quality analyst (Call & Email monitoring)

About

Worked as Quality Anayst for Email, Chat & call support process and looking for a career in Quality analysis and Quality management.

Location

Bengaluru

Work experience

Senior Quality Analyst at Activeo Celtycs India Pvt Ltd, Mar 2026 - Present · 4 mos, Bangalore Urban

Quality Analyst at Activeo Celtycs India Pvt Ltd, Mar 2019 - Mar 2026 · 7 yrs 1 mo, India, Currently working as a Quality analyst at Celtycs Outsourcing for Make mytrip process auditing Calls, Email & Chat along with Feedback & adhoc activity handling. Well versed in Excel , Vlook up, Pivot, Pareto & preparation of Dashboards. Good in presentation skills.

Senior Quality Analyst at Activeo Celtycs Pvt Ltd, Mar 2019 - Present · 7 yrs 4 mos, Conducted compliance audits (Email & calls) and prepared agent performance dashboards. Provided quality insights and participated in internal and external calibrations. Delivered feedback and performance coaching to agents. Led training and process refreshers, including onboarding sessions, in absence of trainer for the process. Performed advanced quality checks like DSAT audits, NPS Audits, Repeat call analysis, High/ Short call AHT analysis, Tagging & call transfer accuracy checks, escalation reviews, and re-audits. Handled team rebuttals raised by partner centers against the audits conducted by Activeo Celtycs quality team. Participated in Monthly reviews.

Customer Care Executive at Allsec Technologies Limited, Nov 2014 - Mar 2019 · 4 yrs 5 mos, Began as a customer support executive for FreeCharge email support. Transitioned to Quality Analyst role, leading audits and performance assessments. Delivered feedback and performance coaching to agents. Conducted bottom performer outlier refresher sessions for quality improvement. Shared agent performance dashboards to Operations team & clients. Participated in Internal & External Calibrations Participated in Monthly reviews Shared TNI reports to training team basis audit observations for guidance on process refreshers.

Quality Analyst at Allsec Technologies Limited, Nov 2014 - Dec 2018 · 4 yrs 2 mos, MG road, Worked as a Email support executive for 10 months in Freecharge semi-voice process & worked as a Quality analyst for the period of 3 Years at the same organization.

Education

Bachelor of Business Administration - BBA, Accounting and Finance, bangalore university

Hina kousar qureshi - Senior Quality Analyst in Bengaluru | Tal