Ambica Mohapatra
Delhi
Summary
Detail-oriented professional skilled in conducting root cause analyses and generating actionable insights. Experienced in evaluating customer interactions to identify gaps, decrease churn, and improve overall quality through collaboration with cross-functional teams.
Overview
7
7
years of professional experience
Work History
Senior Quality Analyst
Fractal AI(Verizon US)
Chennai
01.2024 - Current
- Evaluate and interpret customer interactions to pinpoint gaps and mitigate churn.
- Conduct root cause analysis utilizing large datasets from database to generate actionable insights and strategic recommendations.
- Elevate customer experience by optimizing self-service channels across app and web, live chatbot, and IVR flow.
- Conduct speech analytics focused on deriving insights from call transcripts, utilizing L1-L4 level call intents and agent resolution data
- Engage with cross-functional teams to investigate call volume surges and customer behavior trends alongside contributing decrease in call volume.
Quality Assurance Analyst
Vedantu
Bengaluru
06.2020 - 03.2023
- Review calls, tickets, emails, and chats to ensure adherence to quality metrics.
- Managed escalations and retention calls to enhance customer satisfaction.
Developed effective root cause analyses and action plans for issue resolution. - Generate and deliver detailed Quality Reports along with CSAT reports consistently.
- Examine key risk indicators and enhance key performance indicators on a monthly basis to improve overall process quality.
- Monitor calls closely to provide timely and actionable call quality feedback to agents.
Associate Quality Analyst
Conneqt Business Solutions
Bengaluru
10.2018 - 03.2020
- Audited agent-customer calls while ensuring compliance with SOP and parameters.
- Analyzed domestic B2B collection processes and KYC verification calls.
- Delivered constructive feedback to agents and coordinated with the training team for quality improvement.
- Facilitated PKT, OJT, and was involved in call calibration with the client.
Education
Bachelor of Electrical Engineering - Electrical, Electronics And Communications Engineering
Synergy College
Odisha03-2015
Skills
- Data analysis
- Root cause analysis
- Quality assurance
- Call analytics
- Customer experience
- Process optimization
Timeline
Senior Quality Analyst
Fractal AI(Verizon US)
01.2024 - Current
Quality Assurance Analyst
Vedantu
06.2020 - 03.2023
Associate Quality Analyst
Conneqt Business Solutions
10.2018 - 03.2020
Bachelor of Electrical Engineering - Electrical, Electronics And Communications Engineering
Synergy College