Cathyrine Mitra

A highly proficient Quality Supervisor with over 13 years of extensive experience in the BPO industry and 3 yrs. & 10 months in Supervisory role, specializing in the implementation of quality control processes, conducting meticulous audits, and overseeing production standards to ensure excellence. Possess a proven track record of 4 years in analyzing data, pinpointing areas for improvement, creating SMART actions and leading teams to surpass quality objectives. Adept at maintaining strict compliance with industry regulations and standards, demonstrating a strong background in fostering a culture of quality and continuous improvement.

Quality Supervisor - CONCENTRIX+WEBHELP - 2nd Flr WCC, Mandaluyong

(2021-07)

Streamlined Quality Assurance Processes, boosting customer satisfaction scores gaining confidence from different stakeholders. Mentored and coached QEs to excel, fostering a culture of excellence. Implemented feedback loops and data-driven strategies, leading to measurable performance improvements surpassing goals with innovation.

• Project Leadership: Successfully led a comprehensive AHT reduction project, demonstrating strong leadership and project management skills. Implemented data-driven strategies to identify and address key factors contributing to high AHT.
• Process Optimization: Conducted a thorough analysis of call center operations, identifying bottlenecks and inefficiencies. Implemented streamlined processes and best practices, resulting in a significant reduction in AHT and improved operational efficiency.
• Team Collaboration: Facilitated cross-functional team collaboration, bringing together operations, training, and quality assurance teams. This collaborative approach ensured a holistic view of the AHT issue and led to the successful implementation of targeted solutions.
• Measurable Results: Achieved a 20% reduction in AHT within three months, directly impacting customer satisfaction and agent productivity. The project's success was attributed to the meticulous planning, execution, and continuous monitoring of AHT metrics, showcasing a strong analytical and results-oriented approach.
• Strategic Leadership: Spearheaded a QoS enhancement project, employing strategic planning and leadership to address critical service quality gaps. Implemented targeted interventions, including agent training programs and technology upgrades, leading to a significant improvement in customer satisfaction scores.
• Data-Driven Improvement: Utilized data analytics to identify key drivers of service quality issues. Developed and executed a data-driven improvement plan, resulting in a 30% reduction in customer complaints and a 25% increase in first-call resolution rates, demonstrating a robust approach to quality management and continuous improvement.

Quality Evaluator - CONCENTRIX+WEBHELP - 2nd Flr WCC, Mandaluyong

(2019-07 - 2020-12)

Enhanced agent performance through meticulous quality evaluations. Identified and addressed areas for improvement, elevating service standards. Provided actionable feedback to agents, fostering professional growth. Played a pivotal role in driving customer satisfaction and loyalty to new heights.

• Monitor and Evaluate: Continuously monitor and evaluate call center interactions to ensure they meet quality standards and customer expectations.
• Feedback and Coaching: Provide constructive feedback and coaching to agents to help them improve their performance and adhere to quality guidelines.
• Reporting and Analysis: Analyze quality data and prepare reports to identify trends, measure performance, and inform strategic decisions to enhance overall quality.

DTMX INSTITUTE OF COMP. TECH. (2011)