About
Detail-oriented Quality Analyst professional with over 2 years of experience in voice-based customer support, quality auditing, escalation handling, and SME floor support.
Experience
Customer Service Associate | Acting SME | Quality Analyst
Concentrix Services Pvt. Ltd.
Conducted call monitoring and quality audits aligned with client QA frameworks. Managed QA KPIs including Compliance, Critical Errors, Audit Scores, and Process Adherence. Maintained Business Quality scores within defined thresholds, identified quality gaps, delivered coaching, handled L1 escalations, provided SME support, and supported multiple teams across 18 sites to achieve KPI targets.
Data Operator
Urban Health Centre
Maintained staff rosters and shift schedules; managed patient and employee records; supported administrative reporting and compliance documentation.
Education
Shri Guru Gobind Singh University
B.Sc.
NIOS
12th
Vishwabharti Vidhyalay
10th