Pooja J M
Bangalore
Summary
Dynamic Senior Quality Analyst with a proven track record at Activeo Celtycs India Pvt. Ltd., excelling in call quality audits and process optimization. Adept at leveraging analytics tools like SQL and Excel to drive improvements, while fostering strong client relationships and mentoring teams to enhance performance and engagement.
Overview
15
15
years of professional experience
Work History
Senior Quality Analyst
Activeo Celtycs India Pvt. Ltd.
Bangalore
10.2019 - Current
- Analyzed call recordings to assess adherence to quality standards.
- Reviewed agent performance and provided actionable feedback for improvement.
- Collaborated with management to develop training materials for staff.
- Conducted regular audits of calls to ensure compliance with procedures.
- Documented findings and trends in call quality reports for review.
- Participated in team meetings to discuss quality initiatives and strategies.
- Assisted in creating a positive work environment through team engagement activities.
- Monitored customer interactions to identify areas of improvement in call quality and customer service.
- Created reports on call center metrics such as average handle time, abandonment rate, and first-call resolution rate.
- Participated in hiring activities such as interviewing applicants and providing input into selection decisions.
- Provided coaching for agents based on individual performance reviews.
Assistant Project Leader
Wistron ITS
Bangalore
12.2018 - 08.2019
- Coordinated project schedules and resources across multiple teams.
- Developed project documentation to ensure clear communication and understanding.
- Assisted in the implementation of process improvements for project efficiency.
- Collaborated with stakeholders to gather requirements and define project scope.
- Maintained project management tools for accurate reporting and status updates.
- Prepared presentations outlining key milestones, timelines, budgets, and other relevant information related to the projects being managed.
Quality Analyst
Tranzcom Business Solutions
Mysore
01.2016 - 01.2017
- Promoted from Process Associate to QA.
- Monitored and evaluated loan processing.
- Reported daily metrics, and maintained SOP.
- Verifying whether the documents keyed by agents are correct or not.
Subject Matter Expert
Hinduja Global Solutions
Channapatana
06.2011 - 06.2015
- Resolved customer inquiries through various communication channels.
- Maintained accurate records of customer interactions and transactions.
- Trained new staff on customer service protocols and software tools.
- Escalated complex issues to appropriate departments for resolution.
- Provided feedback on product performance based on customer interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Bachelor of Science - Computer Science
Sampoorna Institute of Technologies
Channapatana06.2015
Data Analytics Certification -
Caltech
Skills
- Strong communication and problem-solving skills
- Passionate about learning and applying data to solve real-world business problems
- Client relationship management
- Process improvement and optimization
- Project coordination
- Training and mentoring
- Analytics tools: Excel
- Power BI
- SQL
- Python
- Google Sheets
- Tableau
- Data cleaning
- Reporting
- Dashboarding
- Call quality audits
- Root cause analysis
- Other tools: MS Office
Websites
Projects
Analyzed performance of ad campaigns, identified top-performing channels, improved ROI metrics. Evaluated support tickets to reduce resolution time and improve customer satisfaction. Compared customer preferences using sales and feedback data. Reviewed NLP-based Siri logs for Quality and accuracy in AI response interpretation (Wistron ITS). Supported and trained new team members, evaluated performance.
Languages
Hindi
Proficient (C2)
C2
Kannada
Native
Native
English
Proficient (C2)
C2
Timeline
Senior Quality Analyst
Activeo Celtycs India Pvt. Ltd.
10.2019 - Current
Assistant Project Leader
Wistron ITS
12.2018 - 08.2019
Quality Analyst
Tranzcom Business Solutions
01.2016 - 01.2017
Subject Matter Expert
Hinduja Global Solutions
06.2011 - 06.2015
Bachelor of Science - Computer Science
Sampoorna Institute of Technologies
Data Analytics Certification -
Caltech