Jul 2024 – Nov 2024 · 4 mos · Kolkata, West Bengal, India · Remote

• Observe, Co-lead, and Lead new hire training
• Participate in clients meetings for material and curriculum updates and ensure appropriate changes are included in future classes
• Ensuring to maintain floor chat quality and plan for the session
• Represent training in all the client reviews
• Training needs analysis and implementation by working closely with the Quality Department
• Interact with clients and represent training function at a process level
• Facilitate the transition of students from training to work environment, ensuring competency levels are sufficient
• Team meet and reviews with the trainers and Quality auditors
• Data management for training and Quality
• Feedback and coaching to trainers and QA’s
• Work on process improvement
• Analyse all customer service KPI metrics (e.g., CSAT, FRT, Reopen, resolution time )

Sep 2023 – Jul 2024 · 10 mos · Indore, Madhya Pradesh, India · Hybrid

• "I'm a passionate QA professional with a proven track record in
• ensuring top-notch customer service in the fast-paced world of
• BPO.I believe that quality assurance is not just about catching errors
• but also about enhancing the overall customer experience. I'm
• excited to bring my dedication to continuous improvement and my
• ability to collaborate effectively to your team, helping to elevate
• service quality and exceed client expectations."

Apr 2022 – Aug 2023 · 1 yr 4 mos · Indore, Madhya Pradesh, India

• Quality analysts are essential in ensuring that a business delivers high-quality products or services to its customers. Also known as QA analysts, they are responsible for reviewing and analysing products and services to ensure they meet quality standards and customer expectations before they’re released to the market.

Jan 2022 – Apr 2022 · 3 mos · Indore, Madhya Pradesh, India

• Subject matter experts check details and facts to ensure a project-created deliverable meets technical requirements and follows best practices, company policy and current law.

Jul 2021 – Dec 2021 · 5 mos · Indore, Madhya Pradesh, India

• Answering incoming customer call: A call center uses varieties of media to communicate with customers. Most common media are phone calls, emails, chatroom, fax and the latest is via short messaging system (SMS). These methods are used by customers to seek help from customer service desk.