Amitha A
Chennai,TN
Summary
Experienced Call Center Quality Analyst with a 6 years of experience who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge .
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst
Nearby Technologies Private Ltd
Chennai
2018.05 - Current
- Leading Call Quality team for error-free audit and Training
- Conducting induction sessions and products training for new hiring batches
- Need to prepare SOP/Calling scripts and Quality Evaluation sheets based on requirements
- Refresher training for bottom performers, which comprises objection, & convincing skills
- Product refresher sessions, Tape Review sessions & live call/side barging
- Monthly meetings with operation managers and Founders.
- Sending reports on weekly and monthly basis to Operation team
- Call calibration to be conducted with clients / internal stakeholders
- Escalating agent issues and process issues
- Effectively applies our methodology and enforces performance standards
- Analyzing sales strategy applied campaigns to increase revenue of products
- Help to reduce inbound calls volume 12%
Call Center Quality Analyst
India Property Online Private Ltd,
Chennai
2014.12 - 2017.06
- Worked as Customer Relationship Office at India Property.com from Dec 2014 to Sep 2016
- Creating Builder Profile, Validating and Updating Builders Photos, and doing builders project list as Non-Voice agent
- After 5 months got promoted for Voice Process
- Creation of App listing, Free listing, Photo Appointment, Individual free listing, did Home loan process (HDFC, ICICI bank), and assisted customers for North India (Hindi) as Voice Agent
- Then Promoted to Quality Analyst Effective from Oct 2016 to June 2017
- Monitoring both inbound and Outbound calls
- Giving Feedback to agents
- Sending daily weekly and monthly reports
- Preparing TNI & handover to Trainer
- Conducting Refresher Training
- Conducting some motivational campaigns
Education
Bachelor of Science - Bachelor of Science in Computer Science
Alagappa College of Arts And Science
Karaikudi04.2013
Associate of Science -
Alagappa Model Higher Sec School
Karaikudi04.2010
High School Diploma -
Alagappa Model Higher Sec School
Karaikudi04.2008
Skills
- Pareto Chart (80-20 Analysis)
- Histogram
- Scatter Diagram
- Correction action planning
- Check sheet
- Fish Bone Analysis.
- Operating System Windows -MS Excel, and PowerPoint
Accomplishments
- Appreciations from the Operations Manager
- Appreciated by the HOD for the best trend and improvement of Centre scores .
- Appreciation by the HOD for the star performer and achieving the targets
- Appreciation by the higher levels for the revenue-generating
Languages
Tamil
Native language
Tamil
Proficient
C2
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Senior Quality Analyst
Nearby Technologies Private Ltd
2018.05 - Current
Call Center Quality Analyst
India Property Online Private Ltd,
2014.12 - 2017.06
Bachelor of Science - Bachelor of Science in Computer Science
Alagappa College of Arts And Science
Associate of Science -
Alagappa Model Higher Sec School
High School Diploma -
Alagappa Model Higher Sec School
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