Jithin Lal V P
Bangalore
Summary
Experienced Call Center Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge.
Overview
6
6
years of professional experience
Work History
Quality Analyst
Simply Vyapar App
Bangalore
03.2020 - 07.2024
- Listened to calls either recorded live or side-by-side while communicating feedback.
- Encouraged good practices and discouraged bad ones.
- Identified calls failing to meet predefined standards and identified the problem.
- Implemented agent training and coaching initiatives.
- Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling, and adherence to policy.
- Provided customer feedback and internal compliance feedback to management.
Customer Service Associate
Teleperformance
Bangalore
06.2018 - 01.2020
- Greeted customers and identified their needs.
- Provided information about products and services available to customers.
- Resolved customer inquiries in a timely manner.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
Education
Btech in Mechanical Engineering -
MEA Engg College
Malappuram, Kerala06-2016
Plust Two -
NHSS Vakayad
Calicut06-2012
Skills
- Cultural Awareness
- Critical Thinking
- Flexible and Adaptable
- Planning and Coordination
- Good Telephone Etiquette
- Teamwork and Collaboration
- Active Listening
- Google Workspace
- Teambuilding
Technical Skills
- Excel
Languages
Malayalam
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Tamil
Upper Intermediate (B2)
B2
Hobbies
- Cricket
- Football
Timeline
Quality Analyst
Simply Vyapar App
03.2020 - 07.2024
Customer Service Associate
Teleperformance
06.2018 - 01.2020
Btech in Mechanical Engineering -
MEA Engg College
Plust Two -
NHSS Vakayad
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