Pragati Mishra

1. Call & Transaction Quality Audits - Conduct audits on voice, chat, email, or back-office transactions to assess agent performance against defined quality parameters. Provide actionable feedback.

2. Compliance & Process Adherence: Ensure that processes follow SOPs, regulatory standards, and client-specific guidelines. Highlight noncompliance, and assist in corrective action plans.

3. Root Cause Analysis and Quality Improvement: Analyze quality defects and performance gaps. Collaborate with operations and training teams to implement corrective actions.

4. Feedback and Coaching Support - Partner with Team Leaders and Trainers to provide data-driven feedback, and support coaching sessions for agents.

5. Reporting and Documentation: Generate and maintain accurate quality reports, dashboards, audit logs, and calibration records. Share regular insights with stakeholders.

6. Calibration & Alignment - Participate in calibration sessions with internal teams and clients to ensure consistency in scoring and expectations. Drive alignment in QA practices.

7. KPI Monitoring Support - Track key operational metrics like Activity , AHT etc , and ensure alignment with quality parameters. Help preempt escalations through early warning signals.

8. Continuous Process Enhancement - Recommend improvements in QA checklists, scorecards, and workflows. Identify areas of automation or simplification.

9. Mentorship and Best Practice Sharing: Support junior quality analysts with guidance, reviews, and knowledge-sharing sessions. Ensure uniformity in QA practices.

1. Customer Sentiment and Voice Analytics| Use analytics tools to derive emotional tone and satisfaction levels in interactions. |Sentiment-based insights are shared monthly, with ≥ 90% actionable accuracy.

2. End-to-End CX Journey Mapping.|Identify weak touchpoints in the customer lifecycle, and propose improvements. |At least two improvement suggestions per quarter accepted for implementation.

3. Omnichannel QA Ownership.| Audit quality across chat, email, social media, and bot interactions. |≥ 95% quality compliance across digital channels.

4. Predictive Quality Risk Modeling.|Use trend analysis to forecast possible quality dips, and proactively intervene. |Minimum 80% accuracy in prediction; proactive alerts are triggered quarterly.

5. Process Re-engineering from QA Insights.|Identify systemic process issues, and suggest efficiency fixes. |At least one implemented change with measurable impact per quarter.

6. Gamification and Agent Engagement.|Implement reward-based metrics dashboards, or quality competitions. |≥ 70% agent participation rate; positive feedback score ≥ 4 out of 5.

7. Client-Facing Strategic Insights.| Present findings in client reviews: trends, risks, and CX insights. |QA featured in 100% of client review decks; rated ≥ 4/5 for value added.

8. Knowledge Base.| Evaluate usability of agent tools and suggest enhancements ( AI bot for mapping ). |At least one improvement accepted and implemented per month.

9. QA Tool Innovation and Automation Support.|Explore and pilot smart QA tools, or dashboard enhancements. |Initiate one automation/testing pilot every two quarters.

10. Soft Skill and Cultural Audit Framework.| Introduce empathy, rapport, and tone scoring in QA. |≥ 90% coverage of soft skill scoring in audit forms.

• Enhanced employee relations by developing motivational and engagement programs.
• Brought in highly qualified applicants, and targeted recruitment strategies on key candidate pools.
• Monitored employees through regular assessments and performance evaluations.
• Organized employee records consistently, staying compliant with internal and government requirements.
• I listened to customer requests and specifications, and made suggestions to appropriately fulfill their needs.

• Offered to assist with additional tasks to keep projects on task and meet tight deadlines.

1. Process Mapping and Documentation.| Develop and maintain detailed documentation of business processes, SOPs, and flowcharts. |100% of SOPs are updated quarterly, with zero audit discrepancies.

2. Performance and Gap Analysis.| Analyze key metrics (AHT, TAT, SLA) to identify operational inefficiencies and root causes. |2+ gap reports per quarter; at least 1 solution implemented.

3. Process Improvement Projects.| Drive or support continuous improvement initiatives using Lean/Six Sigma. |1–2 projects implemented per quarter; measurable improvement in KPIs.

4. Root Cause Analysis.| Lead RCA sessions for process defects and escalations. Design corrective action plans. |≥ 90% CAPA closure within TAT.

5. Data Reporting and Insights.| Create performance dashboards and trend analysis reports to support Ops and QA teams. |100% accurate reports, delivered on time.

6. Stakeholder Collaboration.| Liaise with operations, training, QA, and clients to drive alignment on process expectations. |Positive stakeholder feedback; 100% issue closure rate.

7. Compliance and Audit Readiness.| Monitor adherence to process standards, regulatory guidelines, and internal controls. |≥ 95% audit compliance score.

8. Training and Enablement.|Conduct process trainings, and knowledge-sharing sessions for internal teams. |100% of new hires are trained on the process; 1 session per month.