Prachi Kapre

Quality Analyst and Trainer with experience in healthcare and customer service processes. Skilled in quality monitoring, compliance auditing, agent coaching, performance improvement, and training delivery. Strong understanding of quality standards, process adherence, customer experience, and healthcare operations. Seeking to contribute analytical and quality-focused expertise in a Quality Analyst role.

Trainer & Quality Analyst (Healthcare Process) - Altruist BPO Services

(2024-08 - 2025-12)

Promoted from Customer Support Agent to Quality Analyst within the healthcare process.

• Conducted call quality audits and ensured adherence to process and compliance standards.
• Identified quality gaps and recommended corrective actions to improve performance.
• Provided one-on-one coaching and feedback sessions to agents.
• Conducted new hire training and refresher training programs.
• Participated in calibration sessions to maintain evaluation consistency.
• Prepared quality reports and monitored performance trends.
• Collaborated with operations teams to improve service quality and customer experience.

Healthcare Coordinator - Fusion BPO Services

(2023-08 - 2024-08)

• Handled outbound calls for patients following healthcare service interactions.
• Monitored patient progress and ensured smooth care coordination.
• Escalated critical cases to appropriate medical teams when required.
• Maintained accurate documentation in compliance with healthcare guidelines.
• Delivered empathetic customer service while meeting quality standards.

Customer Support Executive (Mutual Fund Process) - Startek

(2022-11 - 2023-08)

• Handled inbound calls related to mutual fund investments and account services.
• Assisted customers with transaction-related queries and account information.
• Ensured compliance while providing accurate financial information.
• Maintained high service quality and customer satisfaction standards.

Bachelor of Science - Chemistry - Savitribai Phule Pune University (2020)

HSC - K.N. Kela College

SSC - Scottish Academy English Medium School