Madhura M
Bengaluru
Summary
Dynamic Quality Advisor with a proven track record at Concentrix Daksh Services, excelling in quality monitoring and performance evaluation. Adept at delivering actionable feedback and driving continuous improvement initiatives. Strong communicator and problem solver, committed to enhancing customer satisfaction and operational excellence through data analysis and effective team collaboration.
Overview
5
5
years of professional experience
Work History
Quality Advisor
Concentrix Daksh Services Private Limited
07.2021 - 02.2024
- Monitored and evaluated inbound and outbound customer service calls, ensuring adherence to quality standards and enhancing customer experience.
- Conducted call audits, delivering structured feedback that improved agent performance and aligned with quality objectives.
- Identified performance gaps and contributed to continuous quality improvement initiatives.
- Provided consistent quality reporting and analysis, contributing to operational excellence and informed decision-making.
- Participated in calibration and call-listening sessions with Quality Leadership, Operations, Program Management, and Clients.
Operations Representative (Customer Care)
Concentrix Daksh Services Private Limited
05.2019 - 03.2021
- Delivered effective solutions, contributing to high customer satisfaction levels.
- Resolved customer billing and technical complaints related to mobile and internet services.
- Handled customer concerns with strong communication skills, fostering positive customer experiences.
- Ensured accurate and timely resolution of issues by adhering to process guidelines.
Process Executive (Customer Care Representative)
Infosys BPM Limited
09.2018 - 11.2018
- Facilitated customer service operations as Customer Care Representative.
- Resolved customer queries and service-related issues effectively.
Education
Bachelor of Engineering -
Rajarajeshwari College of Engineering
Skills
- Quality Monitoring & Evaluation
- Quality assurance
- Call monitoring
- Feedback delivery
- Performance evaluation
- Data analysis
- Customer relationship management
- Process improvement
- Documentation skills
- Effective communication
- Attention to detail
- Problem solving
- Data analysis proficiency
- Adaptability
- Team collaboration
- Quality assurance expertise
- Process improvement techniques
- Quality metrics monitoring
- Training and coaching
- Performance measurement techniques
- Call Auditing (Inbound & Outbound)
- Calibration & Feedback Sessions
- Customer Complaint Resolution
- Communication & Interpersonal Skills
- Process Improvement
- Quick Learner & Team Player
Projects
Internship Project, Prayojana Construction Management Training Institute
Timeline
Quality Advisor
Concentrix Daksh Services Private Limited
07.2021 - 02.2024
Operations Representative (Customer Care)
Concentrix Daksh Services Private Limited
05.2019 - 03.2021
Process Executive (Customer Care Representative)
Infosys BPM Limited
09.2018 - 11.2018
Bachelor of Engineering -
Rajarajeshwari College of Engineering