Quality Assurance and Customer Experience Professional
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Results-oriented Quality Assurance and Customer Experience Professional with 9+ years of international BPO experience and 7+ years as a Quality Analyst. Expertise in quality audits, coaching, client calibrations, process improvement, reporting, customer experience, and stakeholder management. TP Star Performer 2025 and Client Appreciation award recipient.
Quality Assurance Analyst at Teleperformance (2019-01 – Present)
Conduct quality audits across Voice, Chat and Email channels. Coach groups of 10-15 agents supporting a 50-agent process. Prepare Quality Dashboards, ATA Reports, ATC Reports, Survey Allocation Reports and Top Call Driver Analysis. Participate in FCR improvement projects and client calibrations with US stakeholders.
Subject Matter Expert at Teleperformance (2018-01 – 2019-12)
Technical Support Representative at Teleperformance (2017-01 – 2018-12)
B.Ed. in Economics – Banaras Hindu University
M.A. in Economics – Banaras Hindu University
B.A. in Economics – Mahila Mahavidyalaya, BHU
