Ankita Kumari

• As a Quality Analyst at EverQuote, I lead the Quality Team of Direct Reports for the DTCA Agency Operation. I ensure that we deliver excellent customer service and satisfaction while complying with policies and procedures. I monitor, evaluate, and provide feedback on call quality and escalation resolution, and collaborate with managers and agents to implement best practices and identify areas of improvement.
• Identifying and giving feedback on agent shortcomings based on skills and process knowledge
• Participating in Weekly client Calls
• Performing RCA and preparing Quality reports and dashboards
• Calls auditing with timely quality feedback and coaching
• Preparing Action plans for the team to achieve the sales targets and meet the quality goals

• I used to handle European an online platforms for fashion and lifestyle products websites on quality parameters
• Identifying and giving feedback on agent shortcomings in skills and process knowledge
• Process improvement, Quality adherence, Coaching and Feedback sessions
• Handling and working on client or customer escalations
• Online/Offline monitoring of agent E-mails and chats doing Monthly Audits and preparing quality reports
• Weekly Client Calibration
• Dip Check & weekly, and monthly feedback
• ACPT Analysis
• Quality Assurance Professional

• Identifying and giving feedback on agent shortcomings in skills and process knowledge
• Process improvement, Quality adherence
• Coaching and Feedback sessions
• Preparing weekly and monthly quality reports and dashboards
• Online/Offline monitoring of agent calls, E- emails and chats, doing Monthly Audits
• Weekly Client Calibration
• Dip Check & weekly, and monthly feedback

(Process)Etisalat

• I worked as a Sales Executive; it was a voice process, wherein I used to make outbound calls to customers to sell broadband, SIM card, prepaid, postpaid card and mobile telecom services with good deals services

(Process) MakeMyTrip

• I worked as a senior escalation executive and used to handle CEO emails, social media escalation & consumer court forums and share the end-to-end resolution.