Lakshmi B R

Last working with Just Answer since Nov 2022 to 19th July 2023 as a Quality Assessment Analyst. Quality Analyst known for high productivity and efficiency in task completion. Specialized skills include process improvement, statistical analysis and compliance monitoring. Excel at problem solving critical thinking and communication, ensuring successful project outcome and satisfaction. Proactively identifying quality gaps and swiftly mitigating issues to avoid losses for the organization. Motivated to improve production processes, enhance productivity and maintain a high level of service.

• Co Listen to and observe calls, made by call center agents
• Score said calls
• Provide timely feedback to department managers/supervisors/leads, so that they can share feedback and provide adequate coaching to the agents
• Identify calls with poor performance and remedy any issues
• Implement training and coaching for call center agents
• Follow up on client escalations and unsure satisfactory outcome
• Call calibration on a weekly basis to ensure all the QA’s have the same Understanding and are on the same platform
• Managing Client Conference call
• Having regular discussion with Operations Supervisor in helping them to achieve quality
• Conducting quality briefing weekly
• Develops and manages a comprehensive project Quality Control Plan as well as develops best practices and process
• Consistently meets or exceeds deadlines and objectives
• Efficiently responds to problems and identifies opportunities to improve policies or procedures
• Offers new ideas to the team, department, and/or organization
• Demonstrates flexibility, resourcefulness, ability to be innovative and goal oriented
• Organize, prioritize, and plan work efficiently and conducting Navigation test to check the speed of accessing applications
• Appropriately manages time and shows correct usage of Phone System

• Ensures Customer reports and Weekly, Monthly Quality Performance report is provided to the higher Management. Develops new reporting tools as needed and published on time
• Internal Call Quality Dashboard - DQR 2) Fatal Mark off report
• Auditing ICE(In case of emergency)/C-Sat calls
• Sharing TNI (Training needs identification) report with training team
• Tracking Team Performance on KPI’s (Audit/Feedback/Process Improvement
• Taking care of the MOM in meetings and following up on the tasks to be implemented and observation of results
• Shows initiative, responsiveness, and a high level of energy
• Provide effective quality coaching during the call calibration sessions
• Complete daily, weekly, monthly reporting with partners
• Participate on regular call listening session to ensure 100% compliance
• Monthly and Quarterly review with the underperforming agents
• Driving operations to achieve quality metrics.
• Responsible for good customer service/ experience through quality initiatives
• Responsible for quality assurance as per client requirements/ expectations.
• Mechanism to share quality observations with training to ensure competency/ skill enhancement. Identify process gaps and work on process improvement to achieve enhanced productivity and better turnaround time.
• Design and deliver training for the Quality Team and map results.
• Set goals and deliverables for the team to carry out their activities (KPI’s for quality team).
• Design and Deploy Calibration (calibration sessions) for the quality analyst to be on the same page of monitoring system.
• Educate agents on SOPs to understand the monitoring system.

• Taking care of Escalations, Incident Management
• RCA (Root Cause Analysis) of Escalations, Analysis of improvement on TAT
• Coordinating with Cross-functions (sales n Network) to close Escalations /Incidents within TAT

• Process Management: Mapping client s requirements and coordinating in developing and implementing processes in line with the guidelines specified by the client.
• Quality Assurance and Continuous Improvement: Identifying quality issues, developing & implementing solutions to improve the technical conformity of the product. Driving process improvement strategy and methodology, ensuring maximum efficiency in various operations
• Process Improvement: Proactively manage the task of continual monitoring of a process and its outcome and developing ways to enhance performance.
• Performance Management: Detail the metrics at a process level and establish an operating. Level agreement. This task will enable the organization actions and decisions to be based on actual measured results of performance.
• Quality Control: Inspection, analysis and action required to ensure quality standards

• Handle scheduling, record-keeping and reporting
• Manage budgets, logistics and events or meetings
• Counsel students when needed
• Excellence in providing comprehensive secretarial and administrative support to colleagues.
• Expert in assisting the seniors and manage the routine daily organization life.
• Coordinating with the vendor for resource requirement, scrutinizing the profiles received from the vendor to ensure right profile to the right job.
• Raising purchase order as per the quote received from vendor for the selected resource.
• Validating the invoices received from the vendor based on the attendance shared to them and processing the invoices to release payments as per timelines

• An enthusiastic person who performs all office tasks to the highest standard and within given timescale.
• Excellent communication skills in written and verbal.
• Proven electronic diary management skills.
• Good telephone manner and client interface skills.
• Decision making and time management
• Hands on expertise in the field of Customer Excellence, Quality Analysis, MIS & Management Reporting

• Consistently achieved 80% and above external scores
• Motivated Agents to become team leaders and Quality Analyst
• Awarded as the Gold performer.
• Promoted from Retention Sales Executive to Data analyst.
• Appreciated many times for the quality services.

• English
• Kannada
• Hindi

• Husband Name - Nikhil Badasheshi
• Date of Birth - 3 April 1992
• Address - No 16, Sowgandika, 2nd floor, Vinayaka Enclave, Sinaganayakanahalli, RTO office main road. Bangalore - 560064

I hereby declare that the above given particulars are true to the best of my knowledge and belief.