Kunal Gaud

Experienced Senior Quality Analyst with overall 9 years of experience in ITes/BPO with quality & Training, who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers.

Senior Quality Analyst - Tech Mahindra Ltd. - Kolkata, India

(2015-06 - 2022-02)

• Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
• Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
• Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
• Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
• Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates
• Giving Feedback to operations regarding any deviations in process

Trainer - Fusion BPO - Howrah West Bengal

(2022-07 - 2024-07)

• Train New People
• Analyzing Data & Maintaining Report. Finding Out Areas of Improvement& providing resolution for the Same.
• Taking Refresher For Floor Advisor
• Driving Floor Knowledge Test
• Conducting Dip Check for Floor
• Taking Care of 0-30 Days Advisor
• Dissemination of New updates To AM, TLs and Advisors.

Lead Trainer - Hexaware - Bhopal

(2024-07)

• Throughput
• Attrition %age
• ID Enable/Disable on time, Maintain Compliance metrics, Timely completion of All Align Test
• To Assist in utilizing reporting tools that track performance, Analyzing Data & Maintaining Report. Finding Out Areas of Improvement& providing resolution for the Same.