About
Performance-driven Quality Analyst with 5 years of total BPO experience, including 1 year of core experience in Quality Assurance across Voice and Chat platforms. Expertise in identifying process gaps, conducting root cause analysis (RCA), and delivering impactful coaching to drive CSAT and NPS. Proven ability to maintain high compliance standards while optimizing agent productivity in fast-paced environments.
Skills & Expertise (23)
Work Experience
Quality Analyst
TaskUs
Present - Present
Evaluate a high volume of voice calls and chat transcripts daily to ensure 100% adherence to quality rubrics and compliance guidelines. Lead weekly calibration sessions with operations managers to synchronize scoring standards and reduce variance. Deliver data-driven feedback and coaching sessions, resulting in a measurable uplift in team quality scores. Create and maintain quality dashboards to track bottom-quartile performance and process bottlenecks.
Senior Customer Support Executive (Voice & Chat)
TaskUs
Present - Present
Provided premium support for international clients across voice and digital chat channels. Maintained an average Quality Score of 98% and consistently exceeded CSAT targets. Acted as a Subject Matter Expert (SME), providing floor support and nesting assistance to new batches. Resolved complex customer escalations with a focus on First Contact Resolution (FCR).
Customer Support Associate
Teleperformance
Present - Present
Managed inbound customer queries, ensuring timely and accurate resolution of issues. Documented all interactions accurately in the CRM to maintain data integrity. Recognized for maintaining the lowest Average Handle Time (AHT) while meeting quality benchmarks.
Education
B.Tech - G.B.Pant Engineering college, Pauri Gawhal, Uttrakhand
- · Afghanistan
