Headline

Senior Quality Analyst at eClerx | Ex Teleperformance

About

Seeking to be a part of a team in a reputed organization, where I will get ample opportunities for growth and knowledge. To pursue a challenging career and excel my knowledge to achieve companys goals by working with dedication & integrity

Location

Chandigarh

Work experience

Senior Analyst at eClerx, Oct 2023 - Present · 2 yrs 9 mos, Mohali

Senior Quality Analyst at eClerx, Oct 2023 - Present · 2 yrs 9 mos, Lead Calibration sessions with client and internal stakeholders. Mentored Junior Quality Analysts Prepared Quality Dashboards and presented Quality trends to leadership teams. Implemented process enhancement strategies that improved Customer satisfaction scores. Managed 4 transition batches to ensure smooth process migration and Operational readiness Supported Nesting activities by monitoring agent performance, identifying improvement areas and providing real time feedback. Performed RCA and recommended corrective actions to reduce Quality gaps and improve performance metrics.

Quality Analyst at Teleperformance, Sep 2021 - Present · 4 yrs 10 mos, Mohali district, Punjab, India

Associate at Teleperformance, Sep 2021 - Apr 2024 · 2 yrs 8 mos, Mohali

Quality Analyst at Teleperformance, Jan 2023 - Sep 2023 · 9 mos, Monitored Customer interactions (calls, chats and email) Conducted Quality Audits and provided detailed feedback to improve customer service performance and calibration meetings to maintain evaluation consistency Collaborated with Operations and training team to improve agent productivity and service quality. Supported new hire training by sharing Quality Expectations and best practices. Analyzed KPIs and recommended process improvements.

Education

MBA, Finance, General, SD institute of management and technology

Bachelor of Commerce - BCom, Business/Commerce, General, Kurukshetra university