Minakshi Luthra
Overview
5
5
years of professional experience
Work History
Sr.Quality Analyst
One Point One Solutions
Gurgaon
12.2020 - Current
- Monitored and evaluated agent calls to ensure adherence to quality standards and client expectations.
- Delivered detailed performance feedback and coaching to agents to improve their collection & selling skills.
- Conducted root cause by doing ACPT analysis for process improvement.
- Prepared and presented Quality reports Such as Dashboard for stakeholders and TNI for Training team.
- Arranged Quality session, pre- shift briefings & call listening session.
- Arranged call calibration, Dip check and other required activities.
- Provide required data to Quality Managers for their review to management.
- Hygiene audit to ensure compliance.
- Initiatives for 0-30 batch & BQ agents.
- Share data to clients as per requirement.
- Worked on escalations and find the root cause and shared with the management.
Quality Analyst
Silaris info
Delhi
08.2019 - 11.2020
- Monitored 100% sale audits for customer interactions, ensuring adherence to SLA and compliance standards.
- Provided actionable feedback to agents to maintain Quality score above 90%.
- Arranged Quality & Call listening sessions.
- Conducted Dip check on monthly or requirement basis.
- Participated in call calibration
- Hygiene audits to take care of compliance of process.
- Worked on client escalations.
Education
Bachelor of Arts -
Delhi University
Delhi02-2019
Skills
- Quality monitoring and call auditing
- Root cause analysis (RCA)
- KPI and SLA management
Reporting and data visualization
Feedback delivery and coaching
Process improvement initiatives
Timeline
Sr.Quality Analyst
One Point One Solutions
12.2020 - Current
Quality Analyst
Silaris info
08.2019 - 11.2020
Bachelor of Arts -
Delhi University