Parvathi Senthilkumar
CHE NNAI
Summary
Dynamic Quality Analyst with a proven track record at Kavi India Software, specializing in quality improvement and training implementation. Expert in problem-solving and active listening, I have successfully enhanced agent performance and customer satisfaction through targeted feedback and strategic action plans, driving significant improvements in service delivery and compliance.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Quality Analyst
Kavi India Software Private Limited
07.2024 - Current
- Monitored and evaluated customer service calls to ensure compliance with company quality standards and processes.
- Assessed agent performance based on parameters such as communication skills, call handling, problem resolution, and customer satisfaction.
- Provided constructive feedback and coaching to customer support agents to improve call quality and service delivery.
- Participated in calibration sessions with operations and training teams to maintain evaluation consistency.
- Supported training initiatives by highlighting common customer issues and agent improvement areas.
- Identified performance gaps and collaborated with team leaders to implement improvement plans.
- Prepared quality analysis reports, dashboards, and performance insights for management review.
Data Collection Analyst
Stats System Private Limited
03.2019 - 04.2021
- Monitored and evaluated customer service calls to ensure compliance with company quality standards and processes.
- Assessed agent performance based on parameters such as communication skills, call handling, problem resolution, and customer satisfaction.
- Provided constructive feedback and coaching to customer support agents to improve call quality and service delivery.
- Participated in calibration sessions with operations and training teams to maintain evaluation consistency.
- Supported training initiatives by highlighting common customer issues and agent improvement areas.
- Identified performance gaps and collaborated with team leaders to implement improvement plans.
- Prepared quality analysis reports, dashboards, and performance insights for management review.
Senior Customer Service Associate
Teleperformance Global Service Private Limited
12.2022 - 04.2024
- Handled inbound and outbound customer calls to resolve queries, complaints, and service requests efficiently.
- Provided accurate information about products, services, policies, and procedures to customers.
- Maintained high levels of customer satisfaction through effective communication and problem-solving.
- Escalated complex issues to appropriate departments and ensured timely resolution.
- Assisted team members by sharing best practices and supporting them in resolving customer concerns.
- Monitored service levels and worked to achieve key performance indicators such as AHT, FCR, CSAT, and Quality scores.
- Coordinated with internal teams to resolve customer issues and improve service delivery.
Education
Bachelor of Arts -
Queen Mary's College
Chennai 07-2017
Skills
Quality improvement
Training implementation
Support case resolution
Correction action planning
Problem solving
Active listening
Certification
- First class with distinction in Type Writing.
- Best performer in a team (2023)
- Quality of the month (2025-july)
Timeline
Quality Analyst
Kavi India Software Private Limited
07.2024 - Current
Senior Customer Service Associate
Teleperformance Global Service Private Limited
12.2022 - 04.2024
Data Collection Analyst
Stats System Private Limited
03.2019 - 04.2021
Bachelor of Arts -
Queen Mary's College