Shawn Monteiro

Senior Quality Analyst with 7+ years of progressive experience across Call, Chat, and Email channels in fast-paced customer service environments. Skilled in multi-channel QA auditing, Root Cause Analysis (RCA), CSAT improvement, Training Needs Analysis (TNA), and data-driven feedback delivery.

Certified Lean Six Sigma Green

Belt with a consistent track record of closing process gaps, coaching bottom-quartile agents to measurable improvement, and building quality frameworks from the ground up. Experienced across E-commerce, Q-commerce, Insurance, and Real Estate sectors.

Quality Team Coach - Zepto (via Team Lease Services Ltd.) - Remote

(2025-02 - 2026-04)

Led special audit projects across Call, Chat, and Email channels; used data analysis to identify process gaps and drive measurable operational improvements.

• Prepared Root Cause Analysis (RCA) reports for social media escalations, delivering actionable insights that prevented recurring service failures.
• Conducted process training for new hires, refresher sessions across multiple Lines of Business (LOBs), and regular briefings on policy and process updates.
• Created and uploaded interactive training content including presentations, knowledge articles, and PKT questionnaires for ongoing agent development.
• Participated in interviewing and hiring agents for the Customer Delight Team.
• Monitored training schedules and performance of external vendor teams, ensuring consistent adherence to company quality standards.

Quality Team Coach - Drogheria Sellers Pvt. Ltd. (Zepto Licensee) - Navi Mumbai

(2024-11 - 2025-02)

• Monitored and improved agent performance across key metrics: CSAT, SOP adherence, quality score, and First-Time Resolution (FTR).
• Conducted structured audits for Chat, Email, and Call teams per daily audit plans; delivered consistent one-on-one feedback sessions to support agent improvement.
• Managed post-training certification processes for newly onboarded employees.

Senior Quality Analyst - PropertyPistol Realty Pvt. Ltd. - Navi Mumbai

(2024-04 - 2024-11)

• Collaborated with senior management to define and implement audit parameters for newly launched processes.
• Mentored incoming Quality Analysts during their initial audit phase across new verticals, providing structured guidance and process orientation.
• Conducted thematic special audits focused on key process improvement areas; shared findings and recommendations with management to drive operational efficiency.

Quality Analyst - PropertyPistol Realty Pvt. Ltd. - Navi Mumbai

(2023-06 - 2024-04)

• Solely responsible for end-to-end quality auditing of a critical organisational process with no oversight gaps.
• Published weekly and monthly performance dashboards tailored to multiple verticals and process types.
• Formulated Training Needs Analyses (TNAs) based on audit data and facilitated review sessions with training teams, management, and frontline agents to close skill gaps.

Quality Auditor - ICICI Lombard GIC Ltd. - Navi Mumbai

(2021-11 - 2022-08)

• Conducted weekly audits for the Customer Relationship Team (CRT); scored customer interactions across Call, Chat, and Email against defined communication and process parameters.
• Handled new-hire training batches periodically; delivered quality and feedback sessions for Customer Relationship Managers (CRMs).

Complaints Auditor - ICICI Lombard GIC Ltd. - Navi Mumbai

(2020-07 - 2021-11)

• Conducted regular complaints audits and delivered targeted feedback to frontline employees on customer complaint handling quality.
• Published weekly complaint dashboards and prepared PPT decks for monthly management reviews.
• Managed customer escalations and played key roles in multiple experience improvement projects that reduced handling errors.

Customer Relationship Manager - ICICI Lombard GIC Ltd. - Navi Mumbai

(2018-05 - 2020-07)

Delivered after-sales service to customers using strong communication, empathy, and problem-solving skills, consistently achieving satisfactory resolutions.

Bachelor of Management Studies (BMS) - Marketing - SK College of Science and Commerce, Navi Mumbai (2018)

H.S.C. - Science - St. Xavier's College, Mumbai (2015)

S.S.C. - Don Bosco High School, Mumbai (2013)