Manisha Shrivastava

Quality Analyst with 6+ years of experience in the BPO and BFSI domain, specializing in quality audits, compliance monitoring, calibration, agent coaching, and continuous improvement. Strong exposure to banking and credit card processes with a consistent record of improving customer experience and audit scores.

Senior Quality Analyst - Tech Mahindra - Noida

(2022-05 - 2026-05)

• Led weekly call monitoring sessions and calibrations to ensure consistent quality benchmarks.
• Conducted briefings, dip checks, and daily hygiene audits with emphasis on outbound calls.
• Provided actionable coaching on soft skills and process adherence to improve agent performance.
• Handled quality audits for Bank of Baroda banking and credit card processes.
• Recognized twice with the 'Pat on the Back' award for quality excellence.

Senior Quality Analyst - Indiabulls Consumer Finance - Gurgaon

(2019-02 - 2022-04)

• Performed live and recorded call audits (side-by-side and remote monitoring).
• Identified performance gaps and recommended corrective and preventive actions.
• Delivered structured coaching and training to improve service quality.
• Ensured adherence to regulatory requirements, cross-selling norms, and SOPs.
• Facilitated weekly calibration sessions and quality briefings.

Bachelor of Business Administration - BBA - Doon Business School