Hi, I’m
Bushra Azhar
Hyderabad
Summary
A Quality Auditing Associate in customer support, with 5 years of experience, ensures that customer interactions meet company standards. They evaluate and analyze support calls, emails, and chats to maintain high service quality, provide feedback for continuous improvement, and help develop training materials to enhance customer satisfaction.
Overview
5
years of professional experience
1
Certification
Work History
Accenture
Quality Auditing Associate
08.2022 - Current
Job overview
- Maintained a quality-focused work environment through effective communication and collaboration.
- Set and achieved product quality objectives, resolving issues to boost productivity.
- Developed and updated procedures, evaluated employee performance, and recommended actions.
- Coordinated with other departments, communicated policies, and addressed performance issues.
- Engaged with clients to assess and improve performance.
- Published weekly and monthly team reports for process improvement.
Accenture
Customer Service Associate
09.2021 - 08.2022
Job overview
- Promptly resolved customer needs and addressed complaints by collaborating with staff, clients, and partners.
- Synthesized complex information into clear insights using qualitative and quantitative methods.
- Conducted audits to identify bottlenecks and optimize operations.
- Trained and mentored junior team members, provided out-of-hours support, and developed communications for team meetings.
Genpact
SUBJECT MATTER EXPERT
02.2021 - 09.2021
Job overview
- Managed customer queries, escalations, and email disputes.
- Shared updates with the team, maintained process accuracy, and provided insights.
- Trained and mentored consultants to boost productivity.
- Conducted project reviews, audits, and provided analytical support for product development and program implementation.
Genpact
Process Associate
07.2019 - 02.2021
Job overview
- Boosted customer retention by resolving concerns through problem-solving and active listening.
- Met targets by promptly handling queries and sharing product knowledge.
- Identified and resolved production flaws through root cause analysis.
- Managed inbound calls daily, demonstrating dedication to improving operations.
- Customized experiences to build brand loyalty and maximized satisfaction through excellent service.
Education
Shadan College of Pharmacy Hyderabad
M.Pharmacy from Pharmacology
12.2018
University Overview
GPA: 9.1
SSJ College of PharmacyHyderabad
B.Pharmacy
06.2016
University Overview
GPA: 71
Sri Gayatri Junior CollegeHyderabad
Intermediate
03.2012
University Overview
GPA: 73.4
Oxford High SchoolZahirabad
SSC
06.2010
Skills
- Qplus
- Skilled multi-tasker & deadline oriented
- Documentation & Team management
- Google Sheets
- Excel & Power point
- Calibration
Accomplishments
- Registered Pharmacist under Pharmacy Act 1948 from Andhra Pradesh Pharmacy Council
- Completed Medical Coding from Indian Healthcare BPO
Certification
- Pharmacy Council of India Licence
- Certified Medical coder
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Personal Information
- Father's Name: M.A.Mateen
- Title: Responsible Analyst
- Date of Birth: 04/11/94
- Gender: Female
- Nationality: Indian
- Marital Status: Unmarried
Hobbies and Interests
Shopping, cooking, exploring places, travelling
Timeline
Quality Auditing Associate
Accenture
08.2022 - Current
Customer Service Associate
Accenture
09.2021 - 08.2022
SUBJECT MATTER EXPERT
Genpact
02.2021 - 09.2021
Process Associate
Genpact
07.2019 - 02.2021
Shadan College of Pharmacy
M.Pharmacy from Pharmacology
SSJ College of Pharmacy
B.Pharmacy
Sri Gayatri Junior College
Intermediate
Oxford High School
SSC
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