Gousiya Muskan

Experienced BPO Executive with a strong background in customer care and quality analysis. Successfully implemented quality assurance processes, resulting in a 20% improvement in product defect detection and resolution. Conducted in-depth analysis of customer feedback and product quality data, leading to the identification and resolution of key quality issues.

Developed and executed comprehensive quality testing procedures, ensuring a 15% increase in overall product quality. Proficient in Microsoft Office.

Quality Analyst (TAFE Process) - Teleperformance Pvt Ltd

(2024-02)

• Conducted regular performance feedback sessions with agents to improve communication quality, customer handling skills, and overall productivity.
• Performed calibration activities with internal teams and clients to ensure consistency in quality standards, evaluation criteria, and process compliance.
• Managed inbound and outbound customer calls while maintaining service quality standards and ensuring timely issue resolution.
• Prepared and shared daily, weekly, and monthly audit performance reports with management and stakeholders for tracking quality metrics and operational efficiency.
• Utilized the 7 Quality Control (QC) tools to identify process gaps, analyse trends, and recommend corrective actions for continuous improvement.
• Handled and resolved client escalations effectively by coordinating with relevant teams and ensuring timely closure while maintaining customer satisfaction.
• Monitored and audited calls to ensure adherence to company policies, process guidelines, and quality standards.
• Collaborated with team leaders and operations teams to improve process performance and achieve business objectives.

BPO Executive - Q Connect Business Solution

(2023-07 - 2024-01)

• Answering customer calls
• Handling complaints and queries
• Providing product/service information
• Resolving issues politely and quick

B.Sc - Computer Science - Shrimathi Sarala devi Sathish Chandra Agarwal govt first grade Autonomous college Bellary, Karnataka (2018 - 2021)

PU - Government Ex. Municipality PU College, Ananthapur road, Bellary, Karnataka (2016 - 2018)

10th Std - Nethaji Subhash Chandra Bose Government Urdu High School, Millerpet, Bellary, Karnataka (2015 - 2016)