Komal Amin
Quality Analyst for Support
Vadodara
Summary
Highly skilled professional with 4.5+ years of experience in the customer service and Quality Control. Committed to ensuring exceptional service delivery by providing support to customers through chat/emails/calls, conducting quality evaluations, providing actionable feedback, and driving continuous improvement. Seeking to leverage my expertise to contribute to the success of a organization.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Quality Control Analyst
Revolut Operations India Pvt Ltd
08.2022 - Current
- Conduction QC evaluations of customer interactions through chats
- Analyzed performance data using tools and software to identify trends, patterns, and areas for improvement
- Monitored compliance with regulatory requirements, company policies, and industry-specific guidelines
- Participated in continuous improvement initiatives, proposing and implementing process improvements
- Used Jira management tools to communicate and collaborate
- Used confluence and helped identifying risks pertaining to business. Raised risk incidents whenever necessary
Quality Analyst
Etech Global Services
06.2021 - 07.2022
- Conducted regular and systematic QA evaluations of customer interactions, including calls and emails
- Evaluated adherence to quality standards, compliance with policies and procedures, and overall customer experience
- Provided constructive feedback and coaching to customer service representatives, resulting in enhanced performance
- Generated comprehensive reports and presentations summarizing evaluation results and improvement recommendations
Customer support agent, Operations
Concentrix Services India Pvt Ltd
11.2019 - 06.2021
- Interacted with customers via calls and emails, to provide outstanding customer service and address inquiries for SBI Credit cards
- Resolved customer complaints and issues promptly and effectively, ensuring customer satisfaction
- Utilized CRM systems to document customer interactions, update customer records, and follow up on customer inquiries
Education
B.sc - Statistics (Hons.)
The Maharaja Sayajirao University Of Baroda
HSCS - undefined
Gujarat Secondary and Higher Secondary Education Board (GSEB)
SSC - undefined
Gujarat Secondary and Higher Secondary Education Board (GSEB)
Skills
- Basic knowledge of SQL
Sampling procedures
- Excel
- Experience of using JIRA
Corrective actions
- Confluence
- Proficient in gathering and analyzing performance data
- Experience with CRM software
- coaching to customer service representatives
- Skilled at highlighting areas of improvement
- recommending training opportunities
- Proficient in generating comprehensive reports
- presentations summarizing evaluation results
- Ability to effectively communicate findings to management and stakeholders
Disclaimer
I hereby declare that all the details furnished are true to the best of my knowledge and belief.
Timeline
Quality Control Analyst
Revolut Operations India Pvt Ltd
08.2022 - Current
Quality Analyst
Etech Global Services
06.2021 - 07.2022
Customer support agent, Operations
Concentrix Services India Pvt Ltd
11.2019 - 06.2021
HSCS - undefined
Gujarat Secondary and Higher Secondary Education Board (GSEB)
SSC - undefined
Gujarat Secondary and Higher Secondary Education Board (GSEB)
B.sc - Statistics (Hons.)
The Maharaja Sayajirao University Of Baroda
Similar Profiles
Pradyumna ShandilyaPradyumna Shandilya
Fincrime Analyst at Revolut India Operations Pvt LtdFincrime Analyst at Revolut India Operations Pvt Ltd
Hemant MalikHemant Malik
Retail Account & Support Specialist at REVOLUT OPERATIONS PVT LTD. (UK - Remote India)Retail Account & Support Specialist at REVOLUT OPERATIONS PVT LTD. (UK - Remote India)
Pragati GuptaPragati Gupta
FINCRIME ANALYST at Revolut Operations IndiaFINCRIME ANALYST at Revolut Operations India
Yatin PatelYatin Patel
Senior Transportation & Customs Operations at GEA Process Engineering (India) Pvt. Ltd.Senior Transportation & Customs Operations at GEA Process Engineering (India) Pvt. Ltd.
RINAV DOSHIRINAV DOSHI
Senior Relationship Manager at ICICI BankSenior Relationship Manager at ICICI Bank