Monali Lotlikar

Operations Associate

Bengaluru, Karnataka, India6 yrs 11 mos experience

Most Likely To Switch

Key Highlights

Expert in Quality Assurance and Process Improvement.
Implemented AI solutions for quality audits.
Strong background in customer experience metrics.

Stackforce AI infers this person is a Quality Assurance Specialist in the SaaS industry.

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Skills

Core Skills

Quality AssuranceProcess ExcellenceProcess ImprovementTechnical Support

Other Skills

Operations ManagementStandard Operating Procedure (SOP)Business AnalysisCustomer ExperienceMicrosoft WordInterpersonal CommunicationAdministrationChurnZeroChurn ManagementChurnKanbanCorrective and Preventive Action (CAPA)ATAFivewhy5why

About

Quality Analyst and Process Excellence

Experience

6 yrs 11 mos

Total Experience

1 yr 4 mos

Average Tenure

2 yrs 9 mos

Current Experience

Meesho

Quality Analyst

Sep 2023 – Present · 2 yrs 9 mos · Bengaluru, Karnataka, India · Hybrid

Conducted comprehensive audits for L1, L2, and L3 Lines of Business across various channels, including Voice, Chat, Email, and Social Media.
Analyzed key customer service metrics such as NPS, CSAT, and sentiment analysis to enhance support team performance.
Implemented an AI-based quality audit automation engine, resolving AI logic issues to improve efficiency.
Managed training readiness by performing interview screening, training pilot batches, conducting certifications

Operations ManagementStandard Operating Procedure (SOP)Quality AssuranceProcess Excellence

Globiva

2 roles

Quality Analyst

Promoted

Mar 2022 – Aug 2023 · 1 yr 5 mos

Working as a Quality Analyst- ORM
Auditing and sharing FTD, WTD and MTD reports.
Coaching and monitoring agents. Conducting NRR,
DSAT, hygiene, compliance audits and sharing reports. Calibration and ATA. Client end coordination. Auditing SM cases, calls, chats & emails. Providing feedback on agent
shortcomings. sharing RCA. Calibration Sessions. Conducting coaching sessions and training
programs. Compliance Monitoring and Optimizing Process to make it more efficient. Creating a BQ report.
Training new hire batch and creating and maintaining batch details. Maintaining attrition attendance.

Business AnalysisCustomer ExperienceQuality AssuranceProcess Improvement

Support Associate

May 2021 – Mar 2022 · 10 mos

Identifying customer needs coordinating with the partner
department and business units and providing resolution to the customer in a timely and efficient manner. Assisting customers with technical and non-technical issues. Troubleshooting and guiding customers towards the resolution. Reporting bugs.

Concentrix

Technical Support Engineer

Feb 2020 – Mar 2021 · 1 yr 1 mo · Bengaluru, Karnataka, India

From problem identification to full resolution and reactively solving customer problems of all Microsoft Office applications. Providing proactive support advice, contributing to product quality. Installation, activation and troubleshooting of Office application. Identify cases that require escalation. Providing both technical expertise and being an excellent communicator and a service oriented professional.

Microsoft WordInterpersonal CommunicationTechnical Support