MUSKAAN BEGUM MOHAMMAD
Hyderabad
Summary
Quality Analyst with experience auditing voice and non-voice support across chat and email queues. Reviews compliance metrics, SOP adherence, and service level performance to identify error trends, close performance gaps, and strengthen customer experience. Supports calibration sessions, quality reporting, process improvement, and quality audit documentation in a fast-paced BPO environment.
Overview
6
6
years of professional experience
Work History
Quality Analyst
Harmony United Medsolutions
Hyderabad
02.2026 - Current
- Analyze error trends to identify repeated issues and recommend targeted process improvements.
- Prepare concise quality audit documentation to support coaching discussions and corrective actions.
- Reviewed call samples for adherence to quality standards, documenting findings for effective team follow-up.
- Delivered constructive feedback to agents with specific examples from monitored interactions to enhance performance.
- Apply process-driven checks to maintain consistent review standards across assigned audits.
- Coordinate with supervisors to clarify recurring issues and reinforce quality expectations.
- Supported daily audit workflow by accurately completing assigned checks to ensure timely processing.
- Use basic Excel functions to organize audit data and maintain accurate tracking records.
Quality Analyst
INTOUCHCX
Hyderabad
07.2022 - 06.2025
- Reviewed 150 quality audits per week across voice and non-voice interactions to monitor service standards.
- Identified performance gaps and error trends, enhancing compliance with SOPs and service-level expectations.
- Delivered constructive feedback to agents and team leaders, improving quality outcomes and reducing repeat issues.
- Analyzed quality findings to contribute to process improvement initiatives and reinforce adherence across operations and training teams.
- Prepared quality reports, weekly and monthly trackers, and dashboard updates in Google Workspace and QA dashboards & CRM tools.
- Participated in calibration sessions with cross-functional teams to align scoring standards and improve audit consistency.
Customer Service Associate
COMPUTER GENERATION SOLUTION
Hyderabad
07.2020 - 03.2022
- Resolved 90% of customer complaints with empathy and professionalism to support satisfaction and loyalty.
- Handled 80 customer inquiries per shift across phone, email, and live chat while maintaining accurate responses.
- Responded to customer inquiries across phone, email, and live chat with timely, accurate information to ensure clarity.
- Handled complaints calmly and professionally, transforming escalations into positive outcomes for customers.
- Delivered empathetic support that enhanced customer satisfaction and fostered repeat business.
Education
B.Com - Commerce
Infant Jesus Degree College
Hyderabad, India01-2021
Intermediate - Bachelor of Commerce
Sri Medha Junior College
Hyderabad, India01-2018
SSC / Secondary Education -
Gowtham Model School
Hyderabad, India01-2016
Skills
- Quality Assurance Practices
- Audit documentation
- Error trend analysis
- Quality reports
- Process improvement
- Operations reporting
- QA dashboards
- Data visualization tools
- Advanced data analysis
- Interaction analysis
- Standardization meetings
- Constructive feedback
Personal Information
Title: Quality Analyst
HOBBIES
I enjoy sketching and drawing, which helps improve my creativity and attention to detail., Music, Strategy Games
DECLARATION
I hereby declare that the above mentioned details are true and correct to the best of my above qualification.
Timeline
Quality Analyst
Harmony United Medsolutions
02.2026 - Current
Quality Analyst
INTOUCHCX
07.2022 - 06.2025
Customer Service Associate
COMPUTER GENERATION SOLUTION
07.2020 - 03.2022
B.Com - Commerce
Infant Jesus Degree College
Intermediate - Bachelor of Commerce
Sri Medha Junior College
SSC / Secondary Education -
Gowtham Model School