Cicily Mary

Dedicated and detail-oriented Senior Quality Analyst with 10+ years of experience in Quality Assurance, Call Monitoring, Customer Service Evaluation, Technical Support, and Data Management. Experienced in conducting quality audits, evaluating agent performance, identifying process improvement opportunities, and ensuring compliance with client and organizational standards. Strong analytical, communication, and coaching skills with a proven ability to enhance customer experience and operational efficiency.

Senior Quality Analyst - RND Softech Pvt. Ltd. - Coimbatore

(2021-09)

• Conduct quality audits and monitor customer interactions.
• Evaluate agent performance against quality parameters and KPIs.
• Analyze quality trends and identify opportunities for improvement.
• Deliver feedback and coaching sessions to improve service quality.
• Ensure adherence to client requirements and internal quality standards.
• Prepare audit reports, scorecards, and performance dashboards.
• Support continuous process improvement initiatives.

Senior Telephone Analyst - Information Evolution - Coonoor

(2017-01 - 2018-05)

• Evaluated customer service calls for quality and compliance.
• Conducted quality assessments and generated performance reports.
• Identified process gaps and recommended corrective actions.
• Assisted management with quality enhancement initiatives.

Quality Analyst - RND Softech Pvt. Ltd. - Coimbatore

(2016-02 - 2016-12)

• Monitored customer interactions and quality metrics.
• Conducted compliance and quality evaluations.
• Supported team members through feedback and performance reviews.
• Generated quality reports and improvement recommendations.

Database Administrator - United Data Services – Socio Economic & Caste Census Project

(2012-04 - 2012-09)

• Managed and validated large-scale census data.
• Maintained data integrity, accuracy, and completeness.
• Generated reports and supported project documentation.

Technical Support Representative - Hewlett-Packard GlobalSoft Pvt. Ltd. - Bengaluru

(2010-06 - 2011-05)

• Provided technical assistance to customers.
• Resolved software and hardware-related issues.
• Ensured customer satisfaction through effective issue resolution.
• Escalated complex cases when required.

Quality Analyst - HBL Global Pvt. Ltd. - Bengaluru

(2008-10 - 2010-05)

• Conducted quality audits and process reviews.
• Evaluated customer interactions and prepared audit reports.
• Recommended quality improvement measures.
• Ensured compliance with banking and service standards.

Executive - ING Vysya Life Insurance - Bengaluru

(2008-01 - 2008-06)

• Assisted customers with insurance products and services.
• Supported policy administration and documentation.
• Addressed customer queries and service requests.

Teacher - Saratha Group of Schools - Gobichettipalayam, Tamil Nadu

(2005-10 - 2007-03)

Bachelor of Computer Application - Computer Application - Shri Nehru Maha Vidhyala (2002 - 2005)