Rushda Rizvi

Customer experience specialist with proven success in frontline support and quality assurance. Advanced from Customer Support Executive to Senior Quality Analyst based on strong performance and leadership. Skilled in evaluating interactions, identifying improvement opportunities, and implementing quality standards that enhance customer satisfaction and operational efficiency. Known for clear communication, analytical thinking, and effective cross-team collaboration.

Sr. Quality Analyst - Tech Mahindra - Noida, India

(2023-02 - 2025-05)

• Executed BUA Audits, Hygiene Audits, and Return Audits to uphold compliance with organizational quality standards and operational requirements.
• Conducted Internal and External Calibration Sessions to ensure scoring accuracy, alignment on quality metrics, and consistency across evaluation teams.
• Led comprehensive Call-monitoring Initiatives to assess service quality, identify performance gaps, and recommend targeted improvement actions.
• Delivered monthly quality training sessions and facilitated structured one-on-one coaching, including immediate intervention for critical errors.
• Compiled and analyzed detailed Quality Performance Reports, maintaining 100% Feedback Closure Efficiency and ensuring timely action on all observations.
• Led and Supported Rebuttal Processes for external audits by reviewing discrepancies, preparing evidence-based responses, and ensuring fair and accurate outcomes.
• Conducted Weekly Performance Reviews with stakeholders to present trends, insights, and actionable recommendations for service enhancement.
• Partnered with cross-functional teams to strengthen quality frameworks, optimize evaluation processes, and drive continuous improvement.

Customer Support Executive And Claims Support - Tech Mahindra - Noida, India

• Managed end-to-end customer support for insurance claims, including claim initiation, documentation verification, and coordination with internal teams to ensure timely resolution.
• Assisted customers in understanding insurance coverage, resolving queries, and providing effective solutions for repair, replacement, or refund processes, ensuring high customer satisfaction.
• Delivered end-to-end customer resolutions, ensuring timely, accurate, and consistent support across all channels.
• Achieved key performance metrics, including quality scores, productivity targets, and customer satisfaction benchmarks.
• Maintained optimal AHT by balancing operational efficiency with high-quality customer interactions.
• Ensured all cases were completed within defined TAT while maintaining high accuracy in documentation and issue resolution.
• Proactively escalated complex cases and collaborated with internal teams to drive swift and effective resolutions.
• Demonstrated professional communication, adherence to process standards, and a strong commitment to overall customer experience.

Graduate - BCA - Mahatma Jyotiba Phule Rohilkhand University (2024) Bareilly, India