ARCHI DHAWAN

• Conduct monthly audits and evaluations of student applications, document verification, and CRM entries to maintain service accuracy and compliance.
• Designed and implemented complete Call Quality Assurance Framework, including QA scorecards, rubrics, evaluation parameters, scoring metrics, and call scripts.
• Conducted feedback sessions, coaching programs, and calibration meetings with stakeholders to ensure evaluation objectivity.
• Led compliance audits of Google Drive and CRM records, maintaining data integrity standards.
• Delivered training programs for soft skills, call etiquette, and customer engagement strategies.
• Analyzed audit findings to create weekly and monthly QA reports, identifying performance trends and recommending improvements.
• Developed a Knowledge Base repository for ongoing team education and best practices.

Key Achievements:

• Increased call handling quality by 30% and reduced CRM data errors by 40% through structured feedback and retraining initiatives.
• Established foundational QA processes, setting benchmarks for future operational excellence.

• Conducted regular calibrated quality evaluations of customer and sales interactions across phone and chat.
• Developed training content including quizzes, scripts, and roleplays to reinforce quality standards.
• Shared data insights and mis-selling reports with leadership to drive corrective training actions.
• Supervised performance audits, led QA Assessments, and provided structured feedback to new hires and experienced agents.
• Collaborated cross-functionally with Sales Operations, Training, and Compliance Teams to address knowledge gaps and elevate agent performance.

Key Achievements:

• Led the improvement of sales and pre-sales conversion rates by delivering actionable QA feedback and upskilling initiatives.
• Mentored 3 junior auditors into quality roles.

• Company Overview: Client Processes: SBI Card & American Express Insurance
• Conducted multi-channel quality audits (calls, chats, emails) ensuring customer experience excellence and compliance with operational protocols.
• Led Root Cause Analysis (RCA) investigations and collaborated with training teams to design remedial action plans.
• Created Training Need Identification (TNI) reports based on audit findings and recommended customized coaching interventions.
• Delivered language, empathy, and communication coaching sessions to enhance the frontline interaction quality.

Key Achievements:

• Won the Top Performer Award and Best QA Award for consistently driving superior quality metrics.
• Successfully reduced service gaps through proactive feedback loops and training sessions.