Sachin Kumaran

Results-driven Transactional Quality Analyst with experience in monitoring and evaluating customer interactions across inbound and outbound processes. Skilled in ensuring compliance, improving customer experience, and driving quality enhancements through audits, feedback, and training.

Transactional Quality Analyst - Activeo Celtycs India Pvt Ltd.

(2024-02)

• Monitor and audit customer interactions (calls, chats, emails) to ensure quality standards
• Ensure adherence to process guidelines, SOPs, and compliance requirements
• Provide actionable feedback and coaching to agents to improve performance
• Identify process gaps and recommend improvements
• Conduct calibration sessions with operations and training teams
• Prepare daily, weekly, and monthly quality reports

Quality Analyst & Trainer - Kalaam Institute of Skill Development

(2020-01 - 2021-12)

• Audited sales and customer support interactions
• Delivered training sessions for new and existing agents
• Conducted feedback and coaching sessions to improve agent performance
• Assisted in developing quality processes and training materials

Sr. Quality Analyst & Trainer - Genius Attestation Services

6 Months

• Managed quality audits for inbound sales processes
• Handled documentation verification workflows
• Conducted agent training and calibration sessions
• Supported multiple branches across India and Gulf countries

B.Com - Patel Group of Institutions

Higher Secondary - Karnataka University

SSLC - New Baldwin International School