Ankita Kumari

• As a Quality Analyst at Everquote, I am working for 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
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Collaborated with management to provide training on improved processes and assisted with the creation and maintenance of quality training.

• I used to handle European E-commerce on quality parameters
• Identifying and giving feedback on agent shortcomings in skills and process knowledge
• Analyzed quality and performance data to support operational decision-making.
• Process improvement, Quality adherence, Coaching and Feedback sessions based on Scores
• Handling and working on client or customer escalations
• Online/Offline monitoring of agent E-mails and chats doing Monthly& DSAT Audits and preparing quality reports and dashboards
• Weekly Client Calibration
• Dip Check & weekly, and monthly feedback
• ACPT Analysis
• Quality Assurance Professional
• Administered 15 internal quality audits and assessed results to inform corrective action measures

• 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
• Analyzed quality and performance data to support operational decision-making.

(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.
• Resolved issues through careful research and follow-up with customers.
• Trained newly hired employees on company policies and procedures regarding diverse situations.