Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline

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

dinabandhu institute collage, Kolkata
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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Farheen Khatoon