KRUTHIKA G N
Bangalore
Summary
Quality Analyst with 5+years of overall experience 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 great service to customers. Able to rapidly gain process knowledge.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality and Performance Analyst
NTT DATA SERVICES
11.2017 - Current
- Company Overview: Formerly - Dell International Services
- Listened to calls either recorded live or side-by-side while communicating feedback
- Evaluated Calls, Chats, emails, and Tickets
- Understood the priority of the organization and evaluated call behavior's for regulatory compliance and adherence to policy
- Prepared Standard Audit definition documents and guided the agents to follow the same
- Implemented agent training and coaching initiatives
- Remarkable Ability to Analyze and track historical call volume, seasonal variations, and trend
- Created and maintained organizational and individual scorecard system
- Acknowledge and action the tickets assigned to the queue on timely manner
- Performing installation and upgrading the software to make the user's computer 100% compliant as per company's security policies
- Used Remedy and Service Now tools to manage incidents and service requests.
- Conducting Monthly Global calibration meeting with Operations and clients
- Attending Client Calls and preparing Dashboard for the same
- Familiarity with a variety of quality concepts, practices, and procedures
- Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint
- Strong analytical, problem solving and decision-making skills
- Assisted in process refinement to improve customer service and support
- Conducted backup QA program to prepare the agents for the upcoming QA role
- Collaborated with cross-functional teams to develop and implement performance improvement initiatives.
Junior Logistic Analyst
VANTAGE AGORA
06.2016 - 07.2017
- Company Overview: Bangalore
- Monitoring and maintaining inventory, daily production, workflow, and distribution
- Analysing every single stage of product life cycle and recommending changes
- Handling inventory-related issues and cutting down unnecessary processes
- Taking initiatives in quality and continuous improvement processes
- Providing effective logistics support to current and other projects in pipeline
- Provided leadership in developing, implementing, and evaluating training of new employees
- Trained more than 15 employees on various processes
- Bangalore
Education
BCA -
Bangalore University
01.2016
Skills
- Conducting Monthly Global calibration meeting
- Attending Client Calls
- Preparing Dashboard
- Familiarity with quality concepts
- Utilization of Microsoft applications
- Strong analytical skills
- Problem solving skills
- Knowledge sharing
- Process refinement
- Customer service improvement
- Backup QA program
- Root-cause analysis
Languages
English
Kannada
Telugu
Hindi
Hobbies and Interests
- Interested in travelling
- Listening to Music
Disclaimer
I hereby declare all the information specified above are correct by my knowledge and I am hereby ready to produce the required information’s for verification whenever necessary.
Certification
ITIL 4 Foundation
Timeline
Quality and Performance Analyst
NTT DATA SERVICES
11.2017 - Current
Junior Logistic Analyst
VANTAGE AGORA
06.2016 - 07.2017
ITIL 4 Foundation
BCA -
Bangalore University
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