Anusha A
Sr. Quality Evaluator
Bangalore
Summary
Senior Quality Evaluator with 3+ years of expertise in Quality Improvement, Feedback Management, and Performance Management. Highly skilled in Analytics, Training Delivery, and Team Leadership with exceptional communication and multitasking abilities in driving quality improvement.
Overview
10
10
years of professional experience
12
12
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Senior Quality Evaluator
Concentrix Services India Private Limited
01.2022 - Current
- Monitor and evaluate calls to ensure that agents provide quality service in line with organizational objectives.
- Deliver coaching feedback to agents.
- Exceptional reading and analytical skills.
- Trained team members on call procedures and customer service protocols.
- Assist team leader with coaching and mentoring of employees.
- Work closely with operational staff to resolve technical issues impacting the delivery of services.
Senior Representative
Concentrix Services India Private Limited
07.2018 - 12.2021
- Developed and maintained positive relations and coordinated with team members to handle requests and questions.
- Researched relevant resources to assist members, identify and troubleshoot next steps to provide optimal support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and reolving problems swiftly.
Senior Process Associate
Accenture Solutions Private Limited
05.2015 - 11.2017
- Direct Debit activities, Cash Management, R2R, Downloading bank statement for client.
- Importing bank statements and updating cash book on daily basis.
- Creating AP payments, miscellaneous receipts and cash receipts in oracle.
- Creation of manual journals and reconcile transactions.
- Daily identification and follow up on incoming and outgoing payments.
- Clearing outstanding transactions to ensure daily inflow of checks.
Education
B.Com - Commerce
St. Anne's Degree College For Women
Bengaluru, India05-2013
Commerce
St. Anne's PU College For Girls
Bengaluru, India 04.2001 -
Skills
- Leadership
- Flexible and Adaptable
- Training and Development
- Decision making
- Self motivated
- Team building
Certification
Tally ERP 9
Timeline
Senior Quality Evaluator
Concentrix Services India Private Limited
01.2022 - Current
Senior Representative
Concentrix Services India Private Limited
07.2018 - 12.2021
Senior Process Associate
Accenture Solutions Private Limited
05.2015 - 11.2017
Commerce
St. Anne's PU College For Girls
04.2001 -
Tally ERP 9
Evolve Quality Training
B.Com - Commerce
St. Anne's Degree College For Women
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