Mano
Service Quality Associate | Process & SLA Compliance | KPI Reporting
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About
Detail-oriented professional with hands-on experience monitoring service quality, ensuring KPI/SLA compliance, and supporting process improvement within a fast-paced operational environment. Skilled in applying documented procedures to maintain accuracy, identify discrepancies, and escalate non-standard issues appropriately.
Strong
Excel-based reporting, stakeholder communication, and organisational skills, with a track record of dependable, consistent delivery. Seeking to bring this operational discipline to a Process Executive role within EQ Group's Banking Services team.
Experience
Service Quality Associate - Thaagam Foundation
(2025-01 - 2026-01)
- Monitored customer service interactions to ensure compliance with quality standards, internal policies, and KPI targets, working with a moderate level of independent judgement.
- Applied documented procedures to identify service gaps and routine issues, escalating non-standard items in line with established governance processes.
- Prepared Excel-based quality reports and delivered structured, constructive feedback to agents to drive measurable process improvements.
- Maintained accurate documentation and records to support audit readiness, operational stability, and consistent quality outcomes.
- Collaborated with colleagues and stakeholders to communicate progress and uphold service standards across the team.
Education
Bachelor of Commerce - B.Com - University of Madras (2021-01 - 2024-01)
KCS Kasinadar College of Arts & Science
Python Full-Stack Development - Full-Stack Development - UNIQ Technologies (2024-01 - 2025-01)
