Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mrugen Rathod

Vadodara

Summary

Detail-oriented and performance-driven Senior Quality Analyst with three years of experience in the BPO banking industry. Proven track record of driving quality improvements through effective call monitoring, data analysis, and coaching. Skilled in maintaining compliance, optimizing customer experience, and aligning team performance with organizational goals. Known for analytical thinking, accuracy, and a proactive approach to process enhancement.

Overview

6
6
years of professional experience

Work History

Quality Analyst Lead

Concentrix India Pvt ltd
Vadodara
05.2022 - Current

Senior Executive

Concentrix India Pvt ltd
Vadodara
05.2019 - 04.2022

Education

BBA -

Sikkim Professional University
Gangtok, SK
07-2024

Skills

  • Quality audits (inbound, outbound)
  • Root cause analysis (RCA)
  • Performance metrics (CSAT, AHT, QA scores)
  • Call calibration and coaching
  • Compliance monitoring (SOP, client SLAs)
  • Process improvement initiatives, MIS and quality reporting, communication, and interpersonal skills
  • Compliance monitoring (SOP, client SLAs), process improvement initiatives, MIS, and quality reporting, communication, and interpersonal skills

Languages

  • English
  • Hindi
  • Gujarati

Timeline

Quality Analyst Lead

Concentrix India Pvt ltd
05.2022 - Current

Senior Executive

Concentrix India Pvt ltd
05.2019 - 04.2022

BBA -

Sikkim Professional University

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Mrugen Rathod