Sunaina B.g

Results driven senior quality analyst with 6+ years experience in customer service and problem solving. Skilled with expertise in issue resolution and interpersonal communication.

Senior Quality Analyst at Kreditbee (2024-08 – Present)

Monitor and audit inbound and outbound calls of telecalling agents to ensure quality standards are met.

• Evaluate calls based on defined parameters such as communication, compliance, and process adherence.
• Provide constructive feedback and coaching to agents to drive continuous performance improvement.
• Identify training needs and collaborate with training and operations teams to address skill gaps.
• Ensure strict adherence to compliance guidelines, call scripts, and company policies.
• Maintain and update QA scorecards, audit records, and performance reports.
• Analyze performance trends, identify gaps, and recommend corrective and preventive actions.
• Conduct regular calibration sessions with operations and training teams to ensure evaluation consistency.
• Track agent performance and support improvement in key KPIs such as call quality, customer satisfaction, and resolution rates.
• Identify critical errors and escalate non-compliance cases as per defined protocols.

Assistant Team Lead at Wakefit Innovations (2019-01 – 2024-06)

Led quality team operations and performance monitoring across multiple functions.

• Familiarize the quality team with customer needs, specifications, targets, standards, techniques and tools to support performance.
• Collaborate with cross-functional teams to optimize processes, resolve quality issues, and enhance customer satisfaction.
• Control and monitor activities of team framework, overseeing day-to-day team's performance.
• Performing Root causes analysis on complex problem situations & work on action planning.
• Perform data analysis to arrive at meaningful inferences and design action plans based on the analysis.
• Assess and prioritize the top-quality issues affecting the teams.
• End to End facilitation of Quality Syncs, Calibrations, and Quality portion of WBRs.
• Knowledge in quality monitoring tools such as Transmon and Salesken -AI powered.

B.Tech/B.E. in Information Science – Sapthagiri College of Engineering