Priscilla Machalla
Hyderabad
Summary
Experienced Quality Analyst skilled in identifying areas for improvement and implementing quality assurance protocols to enhance product and service quality. Seeking an opportunity to utilize analytical abilities and industry knowledge to support organizational goals and deliver exceptional customer satisfaction.
Overview
4
4
years of professional experience
Work History
Quality Specialist
ILLUMIFIN
Hyderabad
05.2024 - Current
- Boosted interaction standards through in-depth observation of agent calls.
- Communicated consistency issues and production deficiencies effectively.
- Conducted regular training sessions and knowledge sharing to elevate team performance.
- Educated agents on specific QA standards and confirmed maintenance of standards.
- Implemented training initiatives based on identified agent behavior impacting customer satisfaction outcomes.
- Facilitated calibration sessions with quality specialists to standardize assessment criteria across the organization.
- Offered constructive feedback to agents via regular evaluations, promoting continuous improvement culture within call center.
Quality Analyst
Movate Formerly CSS Corp
Hyderabad
07.2022 - 05.2024
- Conducted thorough monitoring and evaluation of inbound and outbound calls and email interactions to ensure compliance with established quality standards, policies, and procedures.
- Identified areas for improvement in agent performance and provided constructive feedback, coaching, and training to enhance communication skills, product knowledge, and customer service delivery.
- Utilized quality monitoring tools and software (Genesys, Talkdesk etc.,) to track and analyze performance metrics, trends, and patterns, providing actionable insights to management and stakeholders.
- Generated comprehensive reports and presentations summarizing quality assessment findings, performance metrics, and recommendations for continuous improvement initiatives.
- Maintained accurate records and documentation of quality monitoring results, agent performance evaluations, and coaching sessions to ensure accountability and compliance with regulatory requirements.
Customer Success Specialist
Bodhi International Training Academy
Hyderabad
11.2020 - 06.2022
- Provided exceptional customer service and support to clients via inbound and outbound calls, email correspondence, and live chat interactions, addressing inquiries, resolving issues, and processing orders with a focus on professionalism, accuracy, and efficiency.
- Facilitated smooth onboarding processes for new clients, ensuring a seamless transition and comprehensive understanding.Acted as the primary point of contact, providing personalized support and guidance throughout the customer lifecycle.
- Consistently met and exceeded performance targets, including call handling metrics, customer satisfaction ratings, and sales quotas, while maintaining a high level of quality and adherence to service standards.
- Maintained accurate records of client interactions, support tickets, and account updates using CRM software. Generated reports and dashboards to track key performance indicators, trends, and outcomes.
- Monitored customer satisfaction scores, Net Promoter Score (NPS), and retention metrics to measure success and identify areas for improvement. Implemented strategies to increase customer loyalty and reduce churn.
Education
Bachelor's Degree - Mechanical Engineering
Ellenki College of Engineering And Technology
Hyderabad High School - Maths, Physics, Chemistry
Sri Chaitanya Junior College
Hyderabad Schooling -
Tagore High School
Hyderabad , IndiaSkills
- Language skills- Telugu, Hindi, English, Tamil, Punjab
- Microsoft Excel Preparing reports Microsoft Word Google Docs
- Proficient in quality monitoring tools and CRM software (eg, Talk desk , Genesys,Verint, Siebel, Avaya workforce,Salesforce)
- Training Implementation, Quality Improvement, Defect monitoring, Complaint resolution, Coaching & Training delivery
- Certified Quality Analyst (CQA), CEFR
Hobbies and Interests
Travelling, History, Science, Watching Television, Singing
Personal Information
Title: Quality Analyst & Softskills Developer
Languages
English
Proficient
C2
Hindi
Proficient
C2
Telugu
Proficient
C2
Tamil
Intermediate
B1
Punjabi
Beginner
A1
Timeline
Quality Specialist
ILLUMIFIN
05.2024 - Current
Quality Analyst
Movate Formerly CSS Corp
07.2022 - 05.2024
Customer Success Specialist
Bodhi International Training Academy
11.2020 - 06.2022
Bachelor's Degree - Mechanical Engineering
Ellenki College of Engineering And Technology
High School - Maths, Physics, Chemistry
Sri Chaitanya Junior College
Schooling -
Tagore High School