About
Aspiring Quality Analyst with experience in content moderation, quality assurance, SLA adherence, customer support, feedback, audits, and process improvement.
Experience
Content Moderation
Concentrix Daksh Service Ltd
March 2019 – September 2024
Provided content moderation for a Google client; ensured adherence to SLAs for security-related issues; evaluated Admin call flow adherence and provided feedback; facilitated calibration sessions and one-on-one feedback; used the Nice tool for feedback sessions and audits; led internal quality initiatives for a 45-member team; served as point of contact during the Manager's absence and managed real-time issues.
Senior Associate
Wipro Technologies
September 2016 – February 2019
Managed inbound telecom customer calls; used tool guides to resolve customer queries; collaborated with network teams on initial triage of complex technical issues; created procedural documentation; consistently met daily and weekly SLAs.
Education
Mallareddy Engineering College for Women, Hyderabad
B.Tech, Electronics and Communication Engineering
2015