Ranjita Gope

Experienced Team Lead & Quality Analyst with 5+ years of experience in Customer Support Operations, Team Management, Quality Auditing, Escalation Handling, and Process Improvement. Proven expertise in managing a 75-member team, conducting call audits, email audits, and claim process audits, monitoring KPIs, SLAs, and CSAT metrics, and driving operational excellence through coaching, mentoring, and performance management. Skilled in stakeholder communication, quality compliance, reporting, customer experience enhancement, and team development.

Team Lead - Email Support & Quality Analyst - Vitrak Technology Pvt. Ltd. - Gurugram

(2024-05 - 2026-04)

• Managed a team of 75 associates handling customer support operations and ensured achievement of SLA, quality, and productivity targets.
• Monitored team performance, attendance, adherence, shrinkage, and operational metrics.
• Conducted regular coaching sessions, feedback discussions, and performance reviews to improve team effectiveness.
• Handled customer escalations and ensured timely resolution of critical customer issues.
• Conducted quality audits for customer calls, email interactions, and claim processes.
• Prepared quality scorecards, audit reports, and performance analysis reports.
• Identified performance gaps through Root Cause Analysis (RCA) and implemented corrective action plans.
• Collaborated with operations and stakeholders to improve CSAT, quality scores, and operational efficiency.
• Trained, mentored, and onboarded new team members.
• Ensured compliance with SOPs, quality guidelines, and company policies.
• Utilized AI tools to improve response quality and workflow efficiency.

Senior Customer Support Executive - Vitrak Technology Pvt. Ltd. - Gurugram

(2023-05 - 2024-04)

• Managed complex customer queries and escalations through chat and email channels.
• Assisted team members with process guidance and issue resolution.
• Consistently achieved quality, productivity, and customer satisfaction targets.
• Supported training initiatives and knowledge-sharing sessions.
• Coordinated with internal stakeholders for effective customer issue resolution.
• Assisted in monitoring service quality and operational efficiency.

Chat Support Executive - Vitrak Technology Pvt. Ltd. - Gurugram

(2022-02 - 2023-04)

• Handled customer queries through chat and email support channels.
• Resolved customer concerns while maintaining quality and productivity standards.
• Ensured adherence to SLA requirements and customer satisfaction benchmarks.
• Maintained accurate customer records and case documentation.
• Worked with cross-functional teams to ensure timely issue resolution.
• Delivered excellent customer experience through effective communication.

Document Verification Executive - SGJK Pvt. Ltd. - Gurugram

(2020-10 - 2022-01)

• Verified customer documents with high accuracy and compliance.
• Maintained backend operational records and data management activities.
• Generated daily operational reports and ensured process adherence.
• Supported workflow management and operational efficiency.
• Assisted in maintaining documentation accuracy and quality standards.

Bachelor of Commerce - Commerce - IGNOU University, New Delhi (2019)

12th - CHSE, Odisha (2012)

10th - BSE, Odisha (2010)