Karan Joshi

Results-driven Quality Analyst with 2+ years of experience in call center operations, quality auditing, and compliance monitoring. Adept at monitoring KPIs (QA, CSAT, FCR, AHT), conducting root cause analysis, coaching agents, and driving process improvements across broking and customer service domains.

Quality Analyst – Broking Firm - EOS Globe / Broking LOB

• Conducted ~506 quality audits per month (23 calls/day) ensuring adherence to SEBI regulations and internal compliance standards.
• Performed DSAT analysis across emails, calls, and chat to identify root causes of dissatisfaction and drive corrective action plans.
• Monitored QA scores, CSAT, and FCR; performed root cause analysis on repeat contacts and escalations.
• Delivered structured feedback and coaching to agents to improve call quality and regulatory compliance.
• Identified training needs and facilitated refresher sessions; maintained audit reports and MIS dashboards.
• Facilitated calibration sessions with Operations and Clients to align quality expectations.

Customer Service Representative - EOS Globe

• Handled inbound and outbound customer interactions, resolving queries efficiently while meeting daily targets.
• Verified data accuracy, maintained team reports, and supported team leader in performance tracking.

Graduate - BMS Finance - MSG SG KM Universal College (2023-01 - 2026-12)

Higher Secondary (HSC) - Maharashtra State Board (2021-01 - 2023-12)