Headline

Quality Analyst | Agent Coaching | Quality Audits | KPI Management | Process Compliance 1+ year experience of Quality Analyst

About

Hi there! I'm Siya Sharma, Quality Analyst with 1+ years of experience in the BPO industry, committed to driving service excellence and enhancing customer experience through data-driven quality practices. Experienced in conducting quality audits, monitoring customer interactions, delivering actionable feedback, and ensuring adherence to process and compliance standards. Skilled in agent coaching, calibration sessions, root cause analysis, performance improvement, and KPI tracking. Adept at identifying trends, bridging performance gaps, and collaborating with operations teams to improve productivity and customer satisfaction. Known for strong analytical thinking, attention to detail, effective communication, and the ability to foster a culture of continuous improvement. Passionate about leveraging quality frameworks to optimize business outcomes and support organizational growth. 🔹 Quality Assurance & Audits 🔹 Agent Coaching & Feedback 🔹 Calibration & Compliance 🔹 Process Improvement 🔹 Root Cause Analysis 🔹 KPI & Performance Monitoring 🔹 Customer Experience Management 🔹 Team Collaboration & Stakeholder Management I am always eager to connect with industry professionals and explore opportunities where I can contribute to operational excellence while continuing to grow as a quality and customer experience professional.

Location

Jammu & Kashmir

AI stack

claude code

openai

perplexity

Work experience

Quality Analyst at DigiTech Call System Pvt. Ltd., Jun 2026 - Present · 3 mos, I am a dedicated Quality Analyst with 1+ years of experience in the BPO industry, specializing in quality assurance, process compliance, and performance improvement. I am passionate about enhancing customer experiences by ensuring service excellence and helping teams achieve their performance goals. In my current role, I evaluate customer interactions, conduct quality audits, provide actionable feedback to agents, and collaborate with operations teams to drive continuous improvement. My responsibilities include monitoring KPIs, participating in calibration sessions, identifying performance gaps, maintaining process compliance, and supporting coaching initiatives to improve overall service quality. I have developed strong analytical and communication skills, enabling me to deliver constructive feedback and build positive working relationships with cross-functional teams. I believe that consistent quality monitoring and effective coaching are key to improving both customer satisfaction and business outcomes. Core Competencies: • Quality Audits and Monitoring • Agent Coaching and Feedback • Calibration Sessions • Process and Policy Compliance • Root Cause Analysis • Performance Improvement • KPI Tracking and Reporting • Customer Experience Management • Team Collaboration • Problem Solving and Analytical Thinking I am committed to continuous learning and professional growth and am always open to connecting with professionals in the BPO and customer experience industry. I look forward to opportunities where I can contribute to operational excellence and create value for both customers and organizations.

Quality Analyst at Dr ITM Private Limited, Sep 2025 - Present · 1 yr, Quality Analyst – Myntra Process As a Quality Analyst in the Myntra Voice Process, I ensure exceptional service delivery through meticulous call monitoring, process evaluation, and feedback management. My role bridges customer satisfaction with operational excellence by identifying improvement areas, driving agent performance, and upholding quality standards in every interaction. Key Responsibilities: Auditing inbound and outbound calls to assess adherence to quality parameters. Identifying communication gaps, process deviations, and compliance issues. Providing constructive feedback and coaching to enhance agent performance. Collaborating with training and operations teams to implement quality improvement plans. Generating quality reports and insights to support data-driven decisions. Ensuring alignment with Myntra's brand voice, customer service standards, and SLAs.

Back Office Executive at Dr ITM Private Limited, Jun 2025 - Sep 2025 · 4 mos, On-site, Currently working as a Back Office Executive, where I handle administrative tasks, data management, and internal coordination. My responsibilities include: • Data entry and documentation with accuracy and confidentiality • Managing internal records and reports using MS Excel and other tools • Supporting day-to-day operations and cross-department coordination • Handling emails, scheduling, and maintaining organized filing systems This role has strengthened my skills in time management, organization, and back-end office support while helping the team run smoothly and efficiently.

Education

UG general, Bachelor's of Science, Govt. College for Women, Gandhi Nagar

Class XII Board, PCM, Ajanta higher secondary school