Puja Pandey
Bangalore
Summary
Driven Quality Associate Specializing in Call, Email, and Chat Audits, RCA, and Insightful Error Reporting. Good communicator and multitasker with a well-coordinated and thorough approach. Desiring a dynamic position with room for growth.
Overview
4
4
years of professional experience
Work History
Process Quality Executive
Cognizant Tech. Solutions
Bangalore
04.2022 - 11.2023
- Conduct thorough quality evaluations of customer interactions, including phone calls, emails, chat sessions, and support tickets.
- Evaluate the adherence to established protocols, guidelines, and service level agreements.
- Identify areas of improvement in customer interactions and provide actionable feedback to team members and supervisors.
- Collaborate closely with Customer Experience Teams to develop and implement effective training programs based on identified knowledge gaps or performance deficiencies.
- Analyze data and prepare detailed reports highlighting trends, performance metrics, and opportunities for process enhancements.
- Regularly review and update quality standards, guidelines, and evaluation criteria to ensure alignment with evolving customer expectations and industry best practices.
- Participate in calibration sessions with other Quality Analysts and team leaders to ensure consistency in evaluation processes and standards.
- Actively contribute to continuous improvement initiatives and provide recommendations for enhancing customer satisfaction and operational efficiency.
Associate Quality Analyst
Bigbasket(A TATA Enterprise)
Bangalore
06.2021 - 04.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided feedback on current processes and procedures based on customer interactions.
- Analyze findings from process reviews and develop reports to highlight trends/ opportunities for improvement.
- Mentored junior team members and managed employee relationships.
- Work with Management and develop project plans to address opportunities identified through process reviews.
- Escalate unresolved issues to Senior Management and work with Management to resolve the issues.
- Provided exceptional coaching to new hires and offered positive feedback on completed tasks.
- Make recommendations to help reduce process variation and eliminate errors.
Client Advisor
NoBroker Technologies
Bangalore
02.2021 - 06.2021
- Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services.
- Addressed inquiries from clients and department team members.
- Conducted regular meetings with clients to discuss their current requirements.
- Provided timely responses to customer inquiries, requests, and complaints.
- Identified new business opportunities through research and analysis of client needs.
- Created detailed reports on customer relations activities and performance metrics.
Customer Service Representative
Tech Mahindra
Bhubaneswar
06.2019 - 11.2020
- Audited customer account information to identify issues and develop solutions.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assisted customers with product selection based on individual needs.
Education
B.Com -
Utkal University
Bhubaneswar , Odisha06-2019
Skills
- Cross-Functional Team Leadership
- Report Writing Skills
- Proposal Development
- Call Calibration
- Document Preparation
- Coaching and Mentoring
- Quality Audit
- Feedback Management
- Customer Relationship Management
- Product Education
- Root cause analysis
- Performance Monitoring
- Documentation and Reporting
- Email and Call Audit
- QC Tools
- Advanced Excel
- Presentation
- Operations Management
- Pareto Analysis
- Dashboard
- Corrective Action Planning
- Non-Compliance Assessments
- Team Collaboration
Timeline
Process Quality Executive
Cognizant Tech. Solutions
04.2022 - 11.2023
Associate Quality Analyst
Bigbasket(A TATA Enterprise)
06.2021 - 04.2022
Client Advisor
NoBroker Technologies
02.2021 - 06.2021
Customer Service Representative
Tech Mahindra
06.2019 - 11.2020
B.Com -
Utkal University
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