KAVITA KUMARI
Delhi
Summary
With a proven track record at Altruist Technology Pvt. Ltd., I excel in enhancing quality processes and decision-making. Awarded Best QA in 2023 for exceptional performance, I leverage effective listening and Microsoft Office skills to drive improvements and foster team collaboration. My expertise significantly boosts compliance and customer satisfaction rates.
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst
Tech Mahindra LTD
10.2024 - Current
- Performs call monitoring and provides feedback to the consultants.
- Uses a quality monitoring data management system to compile and track performance at the team and individual levels.
- level.
- Coordinates and facilitates call calibration sessions for consultants.
- Provides actionable data to various internal support groups, as needed.
- Coordinates and facilitates call calibration sessions for consultants.
- Provides feedback to consultants, team leaders, and managers.
- Prepares and analyzes internal quality reports for management reviews.
- Perform other duties as assigned.
- Evaluate processes for compliance with quality requirements.
Quality Analyst
Altruist Technology Pvt. Ltd.
01.2020 - 10.2024
- Performs call monitoring and provides feedback to the consultants.
- Uses a quality monitoring data management system to compile and track performance at the team and individual levels.
- Coordinates and facilitates call calibration sessions for consultants
- Provides actionable data to various internal support groups, as needed.
- Coordinates and facilitates call calibration sessions for consultants.
- Provides feedback to consultants, team leaders, and managers.
- Prepares and analyzes internal quality reports for management reviews.
- Perform other duties as assigned.
- Evaluate processes for compliance with quality requirements.
- Assists with feedback and training of individuals who have contact with customers, quality analyst of BPO, who can listen to the agents' calls and share feedback.
- High-performance delivery on all quality parameters.
- Call Auditing and Evaluation.
- Conduct audits and feedback for all the agents, with the objective of improving agents.
- Giving one-on-one feedback.
- Understand customer needs and requirements to develop effective quality control processes.
- Execute internal call listening and calibration sessions.
- Best QA Award Received in 2023.
Customer Relationship Officer
Altruist Technologies PVT LTD
08.2018 - 01.2020
- Supporting the query and doing the needful.
- Solving the queries of customers.
- Need to interact with customers on calls and solve their queries.
- Handling calls with excellent communication skills.
- Responsible for handling customer complaints and concerns.
- Efficiently handling inbound calls, and transferring them to the relevant department.
- Informing the customers about updates, deals, offers, promotions, and policies.
- Assisting them if they are facing a problem and providing a solution for the same.
- Ensuring the customer has a positive experience with the company.
- Fostering a healthy relationship between the client and the customer.
Education
B.Tech - CSE
Raj Kumar Goel Institute Of Technology & Management
01.2017
XIIth -
Koshi College
Khagaria, Bihar01.2012
Xth -
AK High School
Khagaria, Bihar01.2010
Skills
- Decision-Making Skills
- Effective Listening Skills
- Microsoft Office
- Training material development
- QA methodologies mastery
- Mastery of quality processes
- Report creation
- Sampling
- Development team collaboration
- Critical thinking
Projects
Online Wedding Planner, 2, My project is a web-based project in which people can register and book their hotel room, catering and more. We provide all the facility of Wedding events.
Disclaimer
I hereby declare that all the above cited information given by me is true to the best of my knowledge and belief, If given a chance, I can prove myself.
Co-curricular Extra Curricular Achievements
- Oracle Certificate on completion of Java SE7 Programming.
- Attend One-day workshop on network hacking and security organized by RKGITW.
- Class Representative in 9th & 10th Standard.
Personal Information
- Father's Name: Rajendra Kumar
- Mother's Name: Grish Devi
- Date of Birth: 04/04/94
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Senior Quality Analyst
Tech Mahindra LTD
10.2024 - Current
Quality Analyst
Altruist Technology Pvt. Ltd.
01.2020 - 10.2024
Customer Relationship Officer
Altruist Technologies PVT LTD
08.2018 - 01.2020
B.Tech - CSE
Raj Kumar Goel Institute Of Technology & Management
XIIth -
Koshi College
Xth -
AK High School
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