AMBICA MOHAPATRA
New Delhi
Summary
Experienced quality analyst with seven years of service history across various industries, as well as skilled in call monitoring, feedback delivery, and performance improvement strategies. Leverage strong analytical skills to identify trends, pinpoint weaknesses, and implement effective solutions to enhance overall performance. Focused on compliance monitoring, team management, streamlining processes, alongside maximizing resource utilization.
Overview
8
8
years of professional experience
Work History
Quality Analyst - Telecom
Fractal Analytics
Chennai
01.2024 - Current
- Conducted regular audits of calls to ensure adherence to standards and policies.
- Performed root cause analysis using data collected from various sources, including databases, consumer forums, and audited calls.
- Recommended changes or modifications to current procedures based on analysis of data collected from monitored calls.
- Conducted root cause analysis to investigate the source of problems in production process.
- Prepare critical case studies to showcase in weekly sync up with clients and share agent recommendations, suggest process changes and IVR defects.
Quality Assurance Analyst - Operations
Vedantu Innovations Pvt Ltd
Bengaluru
06.2020 - 04.2023
- Monitored customer conversations for quality assurance purposes, ensuring that all policies and parameters were followed.
- Performed root cause analysis on escalated issues to determine underlying causes.
- Generated weekly and monthly reports highlighting key performance indicators.
- Participated in special projects related to enhancing customer experience.
- Developed action plans to improve customer satisfaction levels and reduce repeat calls.
Call Quality Analyst – Operations
UDAAN (Conneqt Business Solution)
Bengaluru
10.2018 - 06.2020
- Recommended changes or modifications to current procedures based on analysis of data collected from monitored calls.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
Customer Support Specialist
Canara Bank
Bengaluru
08.2017 - 10.2018
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
Education
Bachelors of Technology - Electronics & Telecommunication
BPUT
01.2014
Certificate of Higher Education -
JKBK Govt College
Odisha01.2010
Skills
- Quality assurance
- Six sigma methodology
- 7 QC tools
- Quality of services (QoS)
- Root cause analysis
- Call monitoring
- Data analysis
- Storyboarding
- Learning and development
- Performance reporting
- Process optimization
- Customer satisfaction
Timeline
Quality Analyst - Telecom
Fractal Analytics
01.2024 - Current
Quality Assurance Analyst - Operations
Vedantu Innovations Pvt Ltd
06.2020 - 04.2023
Call Quality Analyst – Operations
UDAAN (Conneqt Business Solution)
10.2018 - 06.2020
Customer Support Specialist
Canara Bank
08.2017 - 10.2018
Bachelors of Technology - Electronics & Telecommunication
BPUT
Certificate of Higher Education -
JKBK Govt College
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