PRIYA KUMARI
HYDERABAD
Summary
Proficient Quality Analyst with experience handling and resolving critical quality problems using research abilities. Strong analytical, organizational and planning abilities. Handled a team of 20+ associates. Independent and self-directed.
Overview
9
9
years of professional experience
Work History
QUALITY ANALYST
Atmecs Technologies
Hyderabad
11.2023 - Current
- Evaluate calls regularly for multiple processes within EP to ensure compliance with company standards.
- Performed in-depth analysis of DSAT and FCR surveys obtained by agents, identifying process gaps and limitations, and collaborating with clients to implement actionable improvements derived from survey feedback.
- Deliver weekly quality score-based feedback to associates for focused skill development.
- Conduct regular call calibration sessions with the Team lead to enhance process knowledge and ensure a consistent understanding of the process requirements.
- Conducted monthly PKTs for agents to identify areas of improvement, connected with the Trainer, and scheduled relevant training sessions for associates.
- Collaborated with associates and Client to address agent concerns and gain a clear understanding of Client expectations. Acted as a liaison, communicating Client expectations to agents to ensure alignment and improve performance.
- Monitored calls for agents on Performance improvement plan closely and conducted focused evaluations to track their improvement
- Conduct QA sessions for new hires informing them about the Company's quality parameters.
SENIOR ASSOCIATE
Atmecs Technologies
Hyderabad
08.2022 - 10.2023
- Identify, investigate, and resolve Client's technical issues related to EP website.
- Actively listened to customers, handled concerns quickly and escalated major issues to Software team. Followed up closely with the Software team to ensure prompt resolution to the customer.
- Publishing daily metrics and shrinkage reports on a daily basis.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Creating MOM for the SCRUM meetings regarding process improvements held by higher management on a daily basis.
RESOLUTION SPECIALIST (SME)
at Amazon
Hyderabad
09.2016 - 06.2022
- Led a 20-person team to meet all SLA performance metrics.
- Performed quality assessments on assigned cases, giving constructive feedback for improvement.
- Handled escalated customer cases by de-escalating customer issues with proven conflict mediation and problem-solving abilities.
- Oversaw the allocation of cases to team members and appropriate departments.
- Keeping a constant check for change in process and helping the Knowledge management team to update KC (Knowledge Center) according to the feedback received from the associates.
- Formulating bi-monthly assessments to cater to the pain points affecting the floor and hence solving them to bring the skill NRR(Negative Response Rate) down.
- Implementing different processes for Fraud determination and pipelining ideas and research.
- Conducted frequent team huddles to maintain an up-to-date knowledge of the processes.
SALES REPRESENTATIVE
Triling Solutions Pvt. Ltd
HYDERABAD
09.2015 - 05.2016
- Developed ambitious sales targets based on extensive market research and analysis.
- Prepared customized quotes and answered inquiries regarding products and services.
- Prepared customized client presentations and quotes.
- Participated in sales training events and conferences to continuously develop skills and gain product knowledge
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
Education
Commerce
Little Flower School
JamshedpurCommerce
Tiny Tots Senior Secondary School
LucknowBBA -
Andhra University
VishakhapatnamSkills
- MS Office
- Training
- Team player
- People Management
- Quality Control Auditing
- Customer Service
Additional Information
Gender: Female
DOB: 31st Dec 1994
Marital Status: Single
Father's Name: Mr. Lakshman Singh
Mother's Name: Asha Devi
Timeline
QUALITY ANALYST
Atmecs Technologies
11.2023 - Current
SENIOR ASSOCIATE
Atmecs Technologies
08.2022 - 10.2023
RESOLUTION SPECIALIST (SME)
at Amazon
09.2016 - 06.2022
SALES REPRESENTATIVE
Triling Solutions Pvt. Ltd
09.2015 - 05.2016
Commerce
Little Flower School
Commerce
Tiny Tots Senior Secondary School
BBA -
Andhra University
Similar Profiles
Sachin SinghSachin Singh
Software Engineer at Atmecs TechnologiesSoftware Engineer at Atmecs Technologies
Lachi TurkarLachi Turkar
Software Developer at Atmecs TechnologiesSoftware Developer at Atmecs Technologies
Keerti S MurariKeerti S Murari
QA Engineer at ATMECS TechnologiesQA Engineer at ATMECS Technologies