GAYATHRI B
Bangalore
Summary
Results-oriented Quality Team Lead specializing in call quality assurance, with 5+ years of experience in this field. Proficient in designing and executing quality evaluation frameworks, providing actionable feedback, and ensuring compliance with industry standards. Recognized for driving significant improvements in call quality and customer satisfaction through effective team leadership and strategic process enhancements. Strong background in coaching and developing quality assurance specialists to excel in their roles.
Overview
7
7
years of professional experience
Work History
Trainer and Quality Analyst
People Interactive Pvt Ltd
Bangalore
04.2019 - 07.2022
- As a trainer, plan monthly cyclic activities, including refresher training and monthly tests. Connect with quality and operations to identify, screen, and execute process improvement plans. Monitor and groom poor performers.
- To ensure the trainees come up the learning curve and are equipped with the skill sets required to handle live calls.
- As a Quality Assurance (Q.A.) Agent, improve the performance of the organization and achieve desired requirements by performing call monitoring. This includes D-SAT calls, end-to-end audits, focus audits, RCA, complaint calls, SBS, call listening sessions, briefing hurdles, and weekly reports. These activities were conducted to scale up the key results.
- Monitoring live calls, NHT batch visit (through virtual) and certifications transactions.
- Analysis on non-interest cases to improve the closure percentage. Dip check, calibration for hosting call calibrations with stakeholders to balance quality and quantity to achieve par metrics.
- As an Associate QTL, lead and mentor a team of 8 quality analysts to achieve organizational quality goals.
- Develop and implement quality management systems (QMS) to ensure compliance with company's standards and client requirements.
- Conduct regular training sessions for team members to enhance their skills and knowledge in quality processes.
- Coordinate with cross-functional teams to identify and resolve quality issues promptly.
- Monitor and analyze quality metrics to identify areas for improvement and implement corrective actions.
- Manage internal and external audits to ensure compliance with industry regulations and standards.
Quality Analyst
SYS innovation pvt ltd
Bangalore
10.2017 - 03.2019
- We are pioneer in providing Service for clients used to measure and analyse range of hygiene audits, RCA, complaint calls helping clients excel in customer relationship strategies and performance
Customer Support Executive
[24]7.ai India pvt ltd
Bangalore
10.2015 - 04.2017
- Manage customer concerns with the objective of maintaining positive customer relationships with an organization, interact directly with customers to listen to concerns, resolve problems, and recommend products and services according to the needs of each individual.
Education
High School Diploma -
MN Technical Institute
Bangalore06-2014
Skills
- The ability to make considered decisions and to communicate them effectively
- Good knowledge on Excel, reports and review presentation
- 7 QC tools
- Data Analysis
- Root cause analysis and corrective actions
- Coordinating with cross-functional teams
Languages
English
First Language
Tamil
Beginner
A1
Kannada
Elementary (A2)
A2
Telugu
Beginner
A1
Accomplishments
- Was recognised as best Quality Coach.
Timeline
Trainer and Quality Analyst
People Interactive Pvt Ltd
04.2019 - 07.2022
Quality Analyst
SYS innovation pvt ltd
10.2017 - 03.2019
Customer Support Executive
[24]7.ai India pvt ltd
10.2015 - 04.2017
High School Diploma -
MN Technical Institute
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