Monika Kesarwani

Quality Assurance professional with 8+ years of experience across BPO, BFSI, Fintech, Telecom and Insurance. Expertise in voice, chat, email and transaction auditing, quality scorecards, calibration, Root Cause Analysis (RCA), Pareto Analysis, compliance monitoring, CSAT/NPS/FCR, agent coaching, process improvement, vendor quality management and stakeholder reporting. Achieved a 15% uplift in compliance adherence at Paytm and audited 100+ outbound calls and email interactions weekly at Max Life Insurance.

Proficient in Power BI, Advanced Excel, Microsoft Office, CRM and ticketing systems.

Senior Quality Auditor - STARTEK BPO - Gurugram

(2024-09 - 2025-05)

Airtel Telecom Process

• Designed quality audit frameworks covering call quality, script adherence, regulatory compliance and customer satisfaction KPIs.
• Conducted scheduled and surprise voice/non-voice audits; identified deviations and implemented corrective action plans.
• Used Y-Jacking/live call monitoring to identify product-description, call-handling and compliance gaps.
• Delivered FATAL parameter training, individual coaching and refresher training on product, regulatory and system updates.

Senior Quality Analyst - Paytm - Noida

(2023-05 - 2024-07)

Fintech Product Operations

• Managed end-to-end quality operations for PAN India fintech BPO vendors, achieving a 15% uplift in compliance adherence within 6 months.
• Led process implementation, streamlining and agent quality certification across multiple vendor sites.
• Executed focused, repeat, complaint and MSAT audits; converted findings into business insights.
• Led C-SAT scrubbing and D-SAT audits, analyzed CSAT drivers and presented recommendations to stakeholders.
• Managed BQ tracking, weekly calibration sessions and weekly/monthly quality performance reporting.

Quality Analyst - Max Life Insurance - Gurugram

(2022-09 - 2023-05)

Contract

• Audited 100+ outbound calls and email interactions weekly across insurance sales processes.
• Managed BPO vendor quality performance and compliance through structured feedback loops.
• Performed CSAT/NPS detractor, repeat and focused audits to identify recurring failures and root causes.
• Tracked individual/team trends and facilitated at least one refresher training batch weekly.

Support Executive → Quality Auditor - STARTEK BPO - Gurugram

(2019-08 - 2022-09)

PNB Banking Process. Promoted to Quality Auditor Apr 2020

• Handled inbound PNB banking queries and earned promotion to Quality Auditor within 8 months.
• Delivered end-to-end voice and transaction quality audits; developed scorecards and KPI frameworks.
• Performed error analysis, calibration, corrective actions and improvement tracking for repeat defaulters.
• Prepared audit reports and trend analysis for team leads, process managers and client stakeholders.

HR Helpdesk Executive - Concentrix - Gurugram

(2017-12 - 2019-01)

• Handled payroll and employee lifecycle queries for international clients within SLA; maintained HRMS records and supported access management.

IT Helpdesk Executive - Manpower Solutions - Vasant Kunj, Delhi

(2016-06 - 2017-05)

Airtel Corporate Office

• Managed hardware, software, network and access tickets; maintained 100% TAT adherence and coordinated L2/L3 escalations.

Escalation Handling Executive - WDS - Gurugram

(2015-10 - 2016-05)

Micromax Products

• Handled complex customer escalations through cross-functional coordination and identified recurring themes to reduce repeat escalations.

Bachelor of Arts - Psychology - Veer Bahadur Singh Purvanchal University (2013)

Intermediate (10+2) - UPMSP (2010)