Hina Kousar

Senior Quality Analyst with 10+ years of experience in the BPO industry. Proficient in performing audits, creating performance dashboards, conducting training sessions, and driving continuous quality improvements. Strong problem-solving and analytical abilities with a passion for process optimization and team collaboration.

Senior Quality Analyst - Activeo Celtycs Pvt Ltd

(2019-03)

• Conducted compliance audits (Email & calls) and prepared agent performance dashboards.
• Provided quality insights and participated in internal and external calibrations.
• Delivered feedback and performance coaching to agents.
• Led training and process refreshers, including onboarding sessions, in absence of trainer for the process.
• Performed advanced quality checks like DSAT audits, NPS Audits, Repeat call analysis, High/ Short call AHT analysis, Tagging & call transfer accuracy checks, escalation reviews, and re-audits.
• Handled team rebuttals raised by partner centers against the audits conducted by Activeo Celtycs quality team.
• Participated in Monthly reviews.

Customer Care Executive & Quality Analyst - Allsec Technologies

(2014-11 - 2019-03)

• Began as a customer support executive for FreeCharge email support.
• Transitioned to Quality Analyst role, leading audits and performance assessments.
• Delivered feedback and performance coaching to agents.
• Conducted bottom performer outlier refresher sessions for quality improvement.
• Shared agent performance dashboards to Operations team & clients.
• Participated in Internal & External Calibrations.
• Participated in Monthly reviews.
• Shared TNI reports to training team basis audit observations for guidance on process refreshers.

Bachelor of Business Management - Business Management - Bangalore University (2013)