Farheen Khatoon
Kolkata
Summary
Results-driven Quality Analyst with a proven track record at Wyzmindz Solutions, adept in quality assurance and process improvement. Skilled in data analysis and agent coaching, I identified performance gaps and implemented effective solutions, enhancing user experience and driving continuous improvement in service quality.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Analyst
Wyzmindz Solutions Private Limited
Noida
12.2023 - Current
- Ensured products and services consistently met quality standards, enhancing user experience.
- Monitored calls, chats, and emails to assess agent performance against quality parameters.
- Evaluated agent performance by scoring interactions and delivering constructive feedback.
- Identified gaps and trends in customer interactions to address training needs and process improvements.
- Prepared daily, weekly, and monthly quality reports to track scores, errors, and performance metrics.
Quality Analyst
Fusion
Kolkat
11.2021 - 03.2023
- Ensured consistent adherence to defined quality standards across products and services.
- Identified performance gaps, implementing improvements to enhance user experience.
- Evaluated processes in customer service, and manufacturing sectors for efficiency.
- Monitored quality control measures, fostering positive customer interactions.
- Conducted audits and led RCA calibration feedback sessions to drive continuous improvement.
Customer Service Executive
Fusion
Kolkata
09.2020 - 11.2021
- Promoted available products and services to customers during service, account management and order calls.
- Responded promptly to emails sent by customers seeking assistance.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Education
Bachelor of Arts - Arts
03-2022
Skills
- Quality assurance
- Data analysis
- Process improvement
- Root cause analysis
- Agent coaching
- Customer feedback analysis
- Attention to detail
Accomplishments
- Best performer of the month
Languages
Hindi
First Language
English
Elementary (A2)
A2
Bengali
Upper Intermediate (B2)
B2
Urdu
Beginner (A1)
A1
Certification
- Six Sigma Yellow Belt
Timeline
Quality Analyst - Wyzmindz Solutions Private Limited
12.2023 - Current
Quality Analyst - Fusion
11.2021 - 03.2023
Customer Service Executive - Fusion
09.2020 - 11.2021
dinabandhu institute collage - Bachelor of Arts, Arts
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