Headline

QA Lead & Team Coach | 9+ Yrs in BPO, Fintech & E-commerce | CSAT Optimization • Speech & Text Analytics • AI-Assisted QA | NICE CXone • Salesforce • Zendesk | Remote-Ready

About

Quality isn't just audited — it's built, coached, and scaled. With 9+ years of leading QA functions across BPO, fintech, and e-commerce, I specialize in building high-performing QA teams, closing performance gaps, and translating audit data into coaching that measurably changes agent behavior. At Etech Global Services, I led speech and text analytics audits across calls, emails, and chat for a fintech client — maintaining ~95% CSAT and earning 3 promotions in under 4 years. I've built Excel QA dashboards that cut compliance gap detection time by 40%, standardised calibration rubrics to reduce inter-rater variance, and mentored frontline agents into consistent performers. My toolkit: NICE CXone · Zendesk · Salesforce CRM · Excel Dashboards · ChatGPT & Microsoft Copilot for AI-assisted QA reporting · Root Cause Analysis · SLA Management. Now seeking QA Lead or CX Quality Manager roles — remote, hybrid, or pan-India — where I can build and coach QA teams at scale in BPO, fintech, or e-commerce environments. 📩 Open to opportunities: jessshah46@gmail.com

Location

Ahmedabad

Work experience

Quality Analyst at MAVRIX, Jan 2025 - Present · 1 yr 6 mos, Ahmedabad, Gujarat, India, Improved audit consistency across the QA team by leading calibration sessions and standardising evaluation rubrics, reducing inter-rater score variance. Accelerated agent performance improvement by delivering structured written feedback and coaching recommendations, contributing to weekly ops review cycles. Streamlined daily QA reporting by building Excel tracking dashboards, enabling management to identify compliance gaps 40% faster than manual review.

Quality Analyst at infoAnalytica, Inc., Aug 2024 - Jan 2025 · 6 mos, Ahmedabad, Gujarat, India, Raised agent compliance scores by evaluating customer interactions against quality frameworks and delivering targeted performance feedback weekly. Identified recurring service quality trends through interaction data analysis, leading to process improvement recommendations adopted by the ops team. Supported continuous improvement initiatives by translating audit findings into actionable coaching plans tracked against KPI benchmarks.

Speech & Text Analyst / QA at Etech Global Services, Oct 2020 - Jul 2024 · 3 yrs 10 mos, Gandhinagar, Gujarat, India, Maintained ~95% customer satisfaction across fintech chat and email channels by auditing interactions and coaching agents on compliance and soft skills — earning 3 promotions in under 4 years. Reduced regulatory risk for a fintech client by conducting speech and text analysis audits on calls, emails, and chats, ensuring zero compliance breaches during tenure. Improved interaction quality scores by delivering data-driven feedback that identified speech pattern gaps and guided targeted agent development programs.

Client Coordinator at Krazy Mantra Group of Companies, Dec 2019 - May 2020 · 6 mos, Ahmedabad Area, India, Coordinated cross-functional teams to ensure smooth execution of multiple projects Acted as a liaison between clients and internal teams to align requirements and deliverables Supported operational efficiency through effective communication and coordination

Customer Service Executive at Tech Mahindra Business Services, May 2016 - Aug 2019 · 3 yrs 4 mos, Consistently exceeded CSAT and first-call resolution targets in a high-volume telecom environment using NICE CXone, managing both inbound and outbound customer interactions. Accelerated new agent onboarding by mentoring joiners on call handling techniques, reducing ramp-up time and maintaining quality benchmarks quarter over quarter.

Education

Bachelor of Arts - BA, English literature, Gujarat University

12th, commerce, bright international school