Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mitali Bahuguna

Mitali Bahuguna

Gurugram

Summary

A detail-oriented Quality Analyst with 1+ years of experience in analyzing and improving quality control processes. Skilled in conducting audits, implementing quality management systems, and facilitating training programs. Adept at identifying process gaps and recommending solutions to improve quality and productivity.

Overview

6
6
years of professional experience

Work History

Call Quality Analyst

The Travel House
Gurugram
04.2023 - 01.2024
  • Investigated escalated customer inquiries regarding product or service issues.
  • Evaluated performance of customer service representatives through monitoring of calls and provided feedback.
  • Collaborated with senior management team on initiatives designed to enhance the overall quality of calls received by customers.
  • Assessed trends in customer complaints, identified root causes, and developed corrective action plans.

Call Quality Analyst

Primemover Mobility Technologies PVT. LTD
Gurugram
12.2021 - 02.2023
  • Ensured compliance with applicable laws, regulations, and company policies.
  • Assisted in developing new techniques for evaluating employee performance during phone conversations.
  • Monitored customer interactions to identify areas of improvement in call quality and customer service.
  • Provided coaching for agents based on individual performance reviews.
  • Developed and implemented strategies to improve call quality, such as training programs and process improvements.

Learning Consultant

Great Learning
Gurugram
10.2020 - 10.2021
  • Managing the entire sales cycle. Converting the assigned leads into prospects and then converting them into sales.
  • Achieving the weekly sales target. Keeping converted leads updated on the logistic sides.

Collections Executive

Genpact India
Gurugram
10.2017 - 08.2020
  • Worked as Process Developer to support a leading US bank to help their customers with ways to repay their debt and providing them with relevant options based on their financial needs & situation.
  • Supporting team in the capacity of Payment Verification officer who is authorized to verify the payments taken over the phone.
  • Negotiating account resolution and accurately input/documents actions in the collection systems while maintaining company productivity standards.
  • Follow up on promise to pay and payment commitment accounts to ensure a positive resolution and client satisfaction.
  • Design and generate MS Excel based dashboards& reports for senior management to provide insights into agent performance & other KPI’s.
  • Escalating and assisting other team member with calls as needed.

Education

MBA - International Business

ICFAI University
Dehradun
06-2019

Bachelor's in Foreign Languages (Spanish) -

Doon University
Dehradun
06-2014

XII -

Brooklyn School
Delhradun
03-2011

Skills

  • Call Monitoring
  • Report Analysis
  • Customer Service
  • Problem-Solving

Languages

Hindi
First Language
English
Proficient (C2)
C2
Spanish
Advanced (C1)
C1

Timeline

Call Quality Analyst

The Travel House
04.2023 - 01.2024

Call Quality Analyst

Primemover Mobility Technologies PVT. LTD
12.2021 - 02.2023

Learning Consultant

Great Learning
10.2020 - 10.2021

Collections Executive

Genpact India
10.2017 - 08.2020

MBA - International Business

ICFAI University

Bachelor's in Foreign Languages (Spanish) -

Doon University

XII -

Brooklyn School

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Mitali Bahuguna