Quality Analyst Professional & Trainer - Kankei Relationship Marketing Services Pvt Ltd
(2021-02 - 2026-07)
Over 5 years of Quality Analyst experience in FMCG customer service processes, including 2 years supporting NIVEA and 3 years supporting Kenvue (Johnson Consumer Healthcare).
- Conducted daily briefings to motivate the team and keep members updated on process changes.
- Performed 100% recorded-call monitoring with email, chats audits for social media platform providing real-time feedback and coaching to improve agent performance and adherence.
- Conducted Internal and External Call Calibrations with Team Leaders and clients to ensure consistent quality standards.
- Performed RCA (Root Cause Analysis) for escalations to identify issues and areas for process improvement.
- Reviewed daily call dispositions and conducted short-call analysis to ensure process adherence.
- Conducted weekly Product & Process Knowledge Tests and performed deep-dive checks to identify and address process gaps. Also, activities conducted like Mystery Calls & emails.
- Managed the Bottom Quartile (BQ) and prepared Training Needs Analysis (TNA) reports to address performance gaps. Conducted refresher training sessions for the team to improve overall performance of the team.
- Track CSAT and NPS consistently, and conduct regular ACPT analysis to identify trends and gaps.
- Conducted team engagement activities and shared appreciation calls and emails internally and with clients to recognize outstanding performance.
- Conducted Quality Induction sessions for new batches and supported new employees in understanding quality standards and process expectations. Handled client coordination.
- Handled team responsibilities in the absence of the Quality Manager, ensuring continuity of quality operations and reporting.
- Consolidated and shared quality performance reports across multiple teams with internal management, providing visibility into team-level quality performance and improvement areas.
- Prepared and presented Monthly Business Reviews (MBRs) to internal management highlighting key quality metrics, performance trends, process gaps, action plans, and improvement initiatives.
Quality Analyst - Coverfox Broking Pvt Ltd
(2018-10 - 2021-01)
Worked as a Quality Analyst for Unit Linked Insurance Plan (ULIP) and Term Insurance outbound sales processes.
- Conducted daily briefings to motivate the team and keep members updated on process changes.
- Performed 100% recorded-call monitoring providing real-time feedback and coaching to improve agent performance and adherence.
- Conducted Internal and External Call Calibrations with Team Leaders and clients to ensure consistent quality standards.
- Performed RCA (Root Cause Analysis) for escalations to identify issues and areas for process improvement.
- Reviewed daily call dispositions and conducted short-call analysis to ensure process adherence.
- Conducted weekly Product & Process Knowledge Tests and performed deep-dive checks to identify and address process gaps.
- Managed the Bottom Quartile (BQ) and prepared Training Needs Analysis (TNA) reports to address performance gaps. Conducted refresher training sessions for the team to improve overall performance of the team.
- Shared "WOW Calls" to recognize exceptional performance and conducted floor engagement activities to boost team motivation.
- Conducted team engagement activities and shared appreciation calls and emails internally and with clients to recognize outstanding performance.
- Conducted Quality Induction sessions for new batches and supported new employees in understanding quality standards and process expectations.
Senior Quality Analyst & Trainer - Viztar International BPO
(2017-05 - 2018-10)
Worked as a Quality Analyst for the Britt Worldwide process, handling customer queries related to study materials and conducting outbound calls to Amway distributors for study-material renewals. Additionally, supported the Motor Insurance Sales Process as a Quality Analyst.
- Conducted daily team briefings to communicate process updates, quality expectations, policy changes, and motivate team members.
- Performed 100% recorded-call monitoring providing real-time feedback and coaching to improve agent performance and adherence.
- Prepared and shared weekly quality reports with internal management, highlighting performance trends, quality gaps, and areas requiring improvement.
- Conducted internal and external calibration sessions with Team Leaders and clients to ensure consistency and alignment in quality evaluation standards.
- Performed Root Cause Analysis (RCA) on escalations and recurring quality issues to identify underlying causes and recommend corrective actions.
- Reviewed daily call dispositions and conducted short-call analysis to identify process deviations and ensure adherence to defined procedures.
- Conducted weekly Product and Process Knowledge Tests and performed deep-dive quality checks to identify knowledge gaps and process deficiencies.
- Managed the Bottom Quartile (BQ) population and prepared Training Needs Analysis (TNA) reports to identify individual performance gaps. Call Listening Sessions conducted for team improvement.
- Conducted refresher training and coaching sessions to address identified quality and performance gaps and improve overall team performance.
- Shared "WOW Calls" to recognize exceptional customer interactions and promote best practices across the team.
- Team engagement activities conducted for motivation and overall team morale.
- Shared appreciation calls and recognition emails internally and with clients to acknowledge outstanding employee performance.
- Conducted Quality Induction sessions for new batches and supported new employees in understanding quality standards and compliance expectations.
- Handled team responsibilities in the absence of the Quality Manager, ensuring continuity of quality operations and reporting.
- Consolidated and shared quality performance reports across multiple teams with internal management, providing visibility into team-level quality performance and improvement areas.
Quality Analyst - SITEL India Pvt Ltd
(2010-11 - 2017-05)
Worked as a customer care executive for 2 years and 6 months handling Inbound and Outbound Sales for Fresh and Renewal Health and Motor Insurance processes. Subsequently promoted to Quality Analyst (QA) through an Internal Job Posting (IJP) within the same process.
- Conducted daily briefings to motivate the team and keep members updated on process changes.
- Performed 75% monitoring of recorded calls and 25% Y-jacking/live monitoring, followed by real-time feedback. Prepared and shared weekly quality reports.
- Conducted Internal and External Call Calibrations with Team Leaders and clients to ensure consistent quality standards.
- Performed RCA (Root Cause Analysis) for escalations to identify issues and areas for process improvement.
- Reviewed daily call dispositions and conducted short-call analysis to ensure process adherence.
- Conducted weekly Product & Process Knowledge Tests and performed deep-dive checks to identify and address process gaps.
- Managed the Bottom Quartile (BQ) and prepared Training Needs Analysis (TNA) reports to address performance gaps. Conducted refresher training sessions for the team to improve overall performance of the team.
- Shared "WOW Calls" to recognize exceptional performance and conducted floor engagement activities to boost team motivation.
- Conducted team engagement activities and shared appreciation calls and emails internally and with clients to recognize outstanding performance.
- Conducted Quality Induction sessions for new batches and supported new employees in understanding quality standards and process expectations.
- Worked on process improvement projects to enhance quality, compliance, and overall operational efficiency. Prepared and presented Monthly Business Reviews (MBRs) to internal management, highlighting key quality metrics, performance trends, process gaps, action plans, and improvement initiatives.
Telecaller - Pace Pvt. Ltd & Gennex Pvt Ltd
(2007-09 - 2010-09)
Duration: 2 Years (Vodafone Prepaid Collections) Duration: 1 Year (CRY NGO Process)
- Managed outbound calls for Vodafone prepaid collection processes, handling 30-day and 60-day overdue payment buckets. Contacted customers to remind them of outstanding payments and encouraged timely repayment.
- Coordinated with field executives to assign, track, and monitor collection cases requiring personal visits. Follow ups done.
- Conducted outbound calls to potential donors to introduce and promote NGO donation initiatives.
- Shared qualified leads with field executives for further follow-up and conversion.
- Maintained accurate lead information and coordinated with field teams to track lead progress.
