Apr 2024 – Apr 2025 · 1 yr

• Successfully monitored and evaluated inbound and outbound calls/chats/emails to ensure compliance and quality standards. Provided detailed feedback and coaching to team members, enhancing performance and effectiveness.
• Conducted in- depth audit analyses and shared insights with the team to drive continuous improvement.
• Conducted compliance audits for processes, ensuring adherence to standards and supporting the North America region.
• Handle multiple line of business (LOB), maintaining a compliance rate of 99.5% and addressing issues as per FMEA guidelines.
• Published weekly compliance dashboards, detailing LOB scores, agent-wise defects, top defect categories, the number of audits performed, and areas needing improvement.
• Lead weekly call calibration sessions with client and quality team, ensuring alignment and continuous improvement through collaborative call listening sessions.
• Conducted performance reviews and quality audits meetings on weekly basis, identifying trends and delivering strategic recommendations to senior leadership for process enhancements.

Jan 2022 – Apr 2024 · 2 yrs 3 mos

• Documented and maintained detailed records of support requests,escalations, and actions taken.
• Gathered information from multiple sources to make technical decisions or suggestions.
• Guided users through detailed hardware installations and technical fixes via phone call, email, and live chat.
• Researched new updates, products, and changes to best practices.
• Escalated advanced customer issues to next-level support or managers to facilitate resolution.
• Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction ratings.
• Collaborate with colleagues, including Tier 2 or Tier 3 support, to resolve complex or escalated issues.
• Maintain a strong understanding of the company's products, services, and systems.
• Stay up to date with product updates and changes

Jun 2017 – Jan 2018 · 7 mos · Delhi, India