KALAVATHI P
Quality Analyst & Process Trainer
Chennai
Summary
Results-driven Quality Analyst with over 5 years of experience in BPO operations, specializing in Road Side Assistance (RSA), Ecommerce and Financial Services, call quality monitoring, and process compliance. Expertise in evaluating customer interactions and identifying performance gaps, along with a strong ability to deliver actionable feedback that enhances service quality and boosts customer satisfaction. Proficient in voice and accent coaching, call calibration, and agent mentoring, with a focus on elevating communication standards and operational efficiency. Demonstrated success in improving QA scores by up to 15%, reducing escalations by 20%, and driving CSAT performance through strategic, data-driven insights and effective coaching techniques.
Overview
6
6
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Quality Analyst
TVS Automobile Solutions Pvt Ltd
03.2023 - Current
- Monitored and audited 50–70+ calls per week, ensuring 95%+ adherence to quality standards and SLA compliance
- Conducted 300+ call audits per month, improving overall team quality score by 10–15%
- Performed root cause analysis on escalations and delays, reducing repeat issues by 20%
- Delivered 1:1 coaching sessions to 20+ agents, improving individual performance scores by 15%
- Created daily/weekly dashboards, enabling faster decision-making and improving operational efficiency by 10%
- Collaborate with operations teams to improve case allocation, dispatch efficiency, and escalation handling.
- Prepare daily, weekly, and monthly quality dashboards and performance reports.
- Support continuous improvement initiatives to enhance service quality and reduce customer complaints.
Trainer
Fusionex
12.2023 - 01.2025
- Trained 50+ new hires per batch, achieving 90%+ certification success rate
- Conducted mock calls and simulations, improving agent confidence and communication scores by 20%
- Provided voice & accent coaching, reducing communication errors by 25%
- Designed training materials that reduced nesting time by 15%
- Ensured 100% production readiness for trainees before go-live
- Conducted mock calls, role plays, and live call simulations to improve communication confidence, and customer interaction skills.
- Provided voice and accent coaching, focusing on pronunciation, clarity, tone modulation, and professional communication.
- Evaluated trainee performance and delivered individual coaching and feedback sessions.
- Facilitated smooth transition from training to production, ensuring agents were operationally ready.
- Developed training materials, knowledge assessments, and performance improvement plans.
Senior Quality Analyst
Fusionex
12.2022 - 12.2023
- Performed quality monitoring and audits for customer service interactions to ensure compliance with quality frameworks.
- Coached 25+ agents, improving average QA scores from 80% to 92%
- Identified recurring errors and reduced them by 18% through targeted interventions
- Conducted calibration sessions with operations and training teams to maintain evaluation consistency.
- Analyzed agent performance metrics and customer feedback to identify improvement opportunities.
- Provided structured coaching sessions to improve agent communication, call flow, and service delivery.
- Assisted in training content development based on quality insights and recurring error analysis.
Quality Analyst
Teleperformance
10.2020 - 12.2022
- Promoted from Customer Support Representative to Quality Analyst based on performance excellence.
- Conducted call monitoring, quality scoring, and performance analysis.
- Monitored 40+ calls per week, maintaining high quality compliance standards
- Improved team QA scores by 10% within 6 months
- Supported onboarding and reduced new hire error rate by 20%
- Promoted within 2 years based on performance excellence
- Provided actionable feedback to agents to improve communication and process compliance.
- Supported training teams in improving agent onboarding and knowledge programs.
- Focused on enhancing customer satisfaction through continuous quality improvement.
Education
B.Sc. - Computer Science
Vels University
Chennai01-2013
Intermediate - undefined
Govt. Model Sr. Sec. School
Port Blair01-2008
Skills
Voice & Accent Coaching
Certification
Lean Six Sigma Green Belt
Timeline
Trainer
Fusionex
12.2023 - 01.2025
Quality Analyst
TVS Automobile Solutions Pvt Ltd
03.2023 - Current
Senior Quality Analyst
Fusionex
12.2022 - 12.2023
Quality Analyst
Teleperformance
10.2020 - 12.2022
Intermediate - undefined
Govt. Model Sr. Sec. School
B.Sc. - Computer Science
Vels University