Meharpreet Kaur
Quality Auditor & Customer Handling Specialist
New Delhi
Summary
Results-driven Quality Auditor and Customer Experience Specialist with 8+ years of experience in Quality Assurance, Customer Service, Process Compliance, Escalation Management, and Financial Operations. Proven expertise in monitoring customer interactions, conducting quality audits, identifying process gaps, and implementing corrective actions to improve customer satisfaction and operational efficiency. Skilled in root cause analysis, performance coaching, quality scorecards, KPI management, compliance monitoring, and stakeholder collaboration. Strong ability to resolve complex customer issues while ensuring adherence to organizational policies, quality standards, and service level agreements (SLAs). Experienced in handling voice, chat, and finance operations for global clients including Dell, AT&T USA, and Vodafone UK.
Overview
9
9
years of professional experience
Work History
Sr. Quality Auditor & Customer Support Specialist
Dell Technologies
10.2021 - 03.2026
- Conducted quality audits on customer interactions to ensure compliance with organizational policies, SOPs, and quality standards.
- Delivered detailed audit feedback and coaching sessions that improved advisor performance and customer satisfaction.
- Collaborated with Operations, Training, and Team Leaders to improve service quality and operational efficiency.
- Managed customer escalations efficiently by identifying root causes, providing appropriate resolutions, and ensuring complete customer satisfaction
- Delivered exceptional customer support through inbound and outbound calls, emails, and live chat while maintaining a high standard of professionalism and empathy.
Quality Auditor (AT&T, USA)
Concentrix Daksh Pvt. Ltd.
07.2019 - 10.2021
- Audited 15 voice interactions per day to ensure compliance with customer service guidelines and regulatory requirements.
- Delivered constructive feedback and coaching recommendations to improve agent performance.
- Identified recurring customer pain points through quality analysis and root cause Investigation
- Achieved performance metrics including CSAT, First Call Resolution (FCR), Average Handling Time (AHT), Quality Score, and Adherence targets.
- Built strong customer relationships through effective communication, patience, and a customer-first approach, contributing to improved customer loyalty and retention.
Associate Advisor (Vodafone, UK)
Fidelity Information Services
09.2017 - 04.2019
- Resolved billing, account, technical, and service-related inquiries while maintaining high customer satisfaction.
- Managed customer escalations and provided timely resolutions within SLA timelines.
- Handled approximately 50+ customer interactions daily while consistently achieving quality and productivity targets.
- Maintained accurate customer records using CRM systems.
- Built strong customer relationships through effective communication and problem-solving skills.
Education
Bachelor - Computer Applications
Jamia Hamdard University
08-2017
Skills
In-process inspection
,Internal auditing
,Customer focus
,Quality control processes
Timeline
Sr. Quality Auditor & Customer Support Specialist
Dell Technologies
10.2021 - 03.2026
Quality Auditor (AT&T, USA)
Concentrix Daksh Pvt. Ltd.
07.2019 - 10.2021
Associate Advisor (Vodafone, UK)
Fidelity Information Services
09.2017 - 04.2019
Bachelor - Computer Applications
Jamia Hamdard University