Nimmy Francis

Results-driven Quality Analyst with over 10 years of experience in quality assurance, customer service operations, team leadership, process improvement, training, and client management. Proven expertise in call monitoring, quality audits, coaching, compliance, reporting, and performance management. Recognized as Best Quality Analyst and Best Agent for consistently exceeding quality and operational targets.

Strong analytical, communication, and stakeholder management skills with additional experience in education, psychology, and AI data annotation.

Clinical Data Annotator – Psychologist / Behaviour Analyst - Frontera Health

(2024-01 - 2024-07)

• Supported AI and Machine Learning projects in Applied Behaviour Analysis (ABA).
• Reviewed and annotated behavioural assessments with high accuracy.
• Worked on Vineland, ABLLS, AFLS and PEAK assessment frameworks.
• Maintained quality standards and data consistency.

Admission Counselor - Euro School

(2022-08 - 2022-12)

• Managed end-to-end admissions.
• Coordinated parent engagement programs.
• Conducted educational research and marketing activities.
• Built strong relationships with parents and stakeholders.

Psychology Intern - Multiple Institutions

(2021-01 - 2022-12)

• Conducted counselling sessions under supervision.
• Worked with autism centres, rehabilitation facilities, hospitals and educational institutions.
• Assisted in behavioural assessments and case documentation.

Pre-Primary Teacher - EuroKids

(2019-01 - 2021-12)

• Delivered curriculum and managed classroom activities.
• Organised school events and parent interactions.
• Assisted school coordination and communication.

Coordinator – Procurement - Ma Foi Management Consultants (IBM)

(2006-01 - 2007-12)

• Managed procurement operations for Singapore geography.
• Handled Purchase Orders, pricing, audits and client communication.
• Ensured compliance with IBM procurement policies.

Business Process Consultant – Accounts Receivable - Honeywell Technology Solutions

(2006-01 - 2006-12)

• Managed US Accounts Receivable portfolio.
• Invoice generation and payment follow-ups.
• Commercial reporting and governance support.

Quality Assurance Executive | Team Leader | Supervisor | Customer Service Representative - Firstsource Solutions Ltd.

(1999-01 - 2006-12)

Achievements

• Promoted through four successive roles based on performance.
• Awarded Best Agent for three consecutive quarters.
• Awarded Best Quality Analyst for achieving exceptional quality metrics.
• Recorded over 1,000 successful sales as Customer Service Representative.
• Conducted quality monitoring and call evaluations.
• Audited customer interactions for compliance.
• Delivered coaching and feedback to improve agent performance.
• Prepared quality reports and performance dashboards.
• Led training sessions for new and existing employees.
• Managed teams of up to 60 customer service representatives.
• Handled customer escalations and client communications.
• Worked closely with senior leadership to improve operational quality.

M.A. - Psychology - IGNOU, Bengaluru (2022-01)

Diploma - Counseling Skills - Banjara Academy (2021-01)

Bachelor of Commerce - B.Com. - Bangalore University (2005-01)