Quality Assurance Analyst
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Currently I have served my notice period and looking forward for a new job role. I have an experienced of 8 years in the bpo industry as an calling executive, Ecommerce agent, Quality Analyst in voice and non voice profile and also worked for the role of content Moderation.
Quality Assurance Analyst at Bytedance (2022-03 – Present)
Monitoring content, monitored user account (comment, audio, video, image) & trending Activity. Researched and observed political figures globally, which includes media for trending campaigns. Analyzed daily post, picture & other data, including daily effectiveness to govern including ideologies & anything impacting people rights.
Held weekly editorial meetings to generate publication ideas & review of it. After delivering quality feedback & checking the quality of maintenance, conducting calibration every week. Trained and mentored new team members, to optimal and meet challenging business targets.
Developed & adhered to exacting transcription quality assurance standards & meet metrics, brought new ideas, positive attitude & energy & to hectic office & demonstrated exemplary teamwork. Maintained high level of accuracy, took steps to keep data confidential and meet specific corporate guidelines
Process Optimization Lead at MattsenKumar LLC (2016-11 – 2022-03)
Process optimization with Flipkart E-commerce, assuring client requirements are well understood with clear documentation. Executed end-to-end quality assurance processes for the markets. Conducted regular audits of calls and interactions to uphold service excellence. Maintained comprehensive reports and data to track the quality of support. Developed and implemented action plans, providing baseline statistics and reports on plan effectiveness.
Management and collaborated with stakeholders to drive service quality initiatives. Conducted calibration sessions, supported QA training initiatives and presented weekly/monthly quality analysis. Propose guides of skills and soft skills and different techniques required to assist our diverse customer base.
Initiated and participated in trend analysis to identify training requirements and process improvements. Reviewed customer interactions offerings feedback and coaching to support a best in class customer experience. Collaborated with the training team, utilizing root cause analysis to suggest corrective and preventive actions.
Drive and lead RCA, analysis action plans, conduct calibrations, prepare WBR and QBR, prepare daily, weekly and monthly reports
Customer Service Representative at Hinduja Global Solution (2012-04 – 2015-11)
Providing customer service and understanding the needs of clients, attending escalation calls apart from taking normal calls. Maintaining daily, weekly and monthly targets specified by the process. Adhering to the schedule prescribed by the TL.
Presentation of proposals for business development. Ensure smooth functioning of the process and compliance to procedures and policy guidelines. Attending pre-shift briefing, maintaining CSAT, DSAT, Quality Score.
Conduct through quality assessments of sales & customer support interactions for both US and UK processes.
Customer Service Representative at Reliance Adecco (2009-04 – 2010-02)
Service customers over the phone and practices telephone courtesies at all the time, practising quality in all aspect of job to ensure customer satisfaction. Continuously strive to achieve and exceed agreed productivity and KRA targets online with unit objectives. Ensure good customer retention by providing excellent and professional services. Consistently cross sell and upsell groups financial products and services during customer interaction
Bachelor of Arts – Indira Gandhi National Open University (IGNOU)
