Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Affiliations
Timeline
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Rashmi Ravi

New Delhi

Summary

Seasoned professional with over 20 years of combined experience in the BPO and Market Research industries, including 12+ years dedicated to market research. I bring strong expertise in voice quality management, research interviewing, quality assurance, and team development. Skilled in monitoring and enhancing call quality across various interview methodologies, while ensuring adherence to research protocols and client expectations. I have a solid background in customer care and quality roles across both BPO and market research environments, with extensive experience interacting with foreign nationals. Known for effectively mentoring teams, delivering impactful training and feedback, and driving continuous improvement through structured quality programs. Experienced in managing operations, conducting secondary research, and fostering a collaborative, quality-focused work culture that consistently delivers accurate and actionable insights.

Overview

21
21
years of professional experience

Work History

Assistant Team Leader- Voice Quality

Mindforce Research
Noida
07.2014 - Current
  • Monitor and evaluate voice calls to ensure adherence to research scripts, quality standards, and client guidelines, while identifying areas of improvement in communication and data collection.
  • Assist in supervising a team of interviewers, providing coaching and performance feedback to enhance voice quality, probing skills, and respondent engagement.
  • Deliver refresher training sessions and share best practices to maintain consistency and accuracy in data collection.
  • Maintain quality reports, scorecards, and performance metrics to support ongoing process improvements and ensure compliance with market research protocols.
  • Prepare and track team KPIs by analyzing individual voice quality scores, helping to identify strengths and areas for improvement, and supporting more meaningful performance discussions and coaching.
  • Conduct employee interviews in collaboration with HR, focusing on candidates who demonstrate strong voice quality parameters and alignment with quality standards.

Research Associate

Exevo India pvt ltd
01.2013 - 07.2014
  • Conducted business and consumer research interviews across APAC, European, and US markets, gathering valuable insights on market trends and development strategies.
  • Executed qualitative and quantitative surveys using CATI, CAWI, and other research methodologies to support diverse market research projects.
  • Utilized strong secondary research skills, including executive search and data extraction, leveraging specialized tools for enhanced data collection and analysis.

Quality Analyst

Hero ITES
Gurugram
05.2009 - 08.2012
  • Monitored calls, prepared quality reports, and provided constructive feedback and mentorship to improve team performance and ensure adherence to research standards.
  • Conducted training sessions and quality enhancement programs, collaborating with management to implement process improvements and maintain high-quality deliverables.
  • Analyzed quality data to identify trends and areas for improvement, supporting compliance with client guidelines and boosting overall team effectiveness.

Customer Service Representative

Hero ITES
Gurugram
09.2004 - 04.2009
  • Provided customer support to international clients via phone, addressing inquiries and resolving issues efficiently to ensure high levels of customer satisfaction.
  • Communicated effectively and respectfully with diverse clients from different cultural backgrounds, fostering positive relationships and trust.
  • Recorded customer interactions carefully, worked with team members to address issues, and took part in training sessions to improve skills and follow updated procedures.

Education

High School Diploma -

Spring Meadows School
Dwarka
01-2002

Skills

  • Market Research
  • Data Collection
  • Coaching
  • Team supervision
  • Training & development
  • Quality assurance
  • Voice monitoring
  • Client communication
  • Performance monitoring, Evaluation & Improvement
  • Project and people management
  • Report generation
  • Interview techniques
  • Client interaction
  • Performance improvement
  • Constructive feedback

Accomplishments

  • Recognized as a Quality Champion for consistently maintaining high-quality standards on calls.
  • Awarded Best Performer multiple times for outstanding contributions to team goals and quality improvement.
  • Received numerous “Pat on the Back” acknowledgments for dedication, teamwork, and exceptional performance.

Languages

Hindi
First Language
English
Advanced (C1)
C1
Malayalam
Upper Intermediate (B2)
B2

Affiliations

  • Enjoy experimenting with new recipes and cooking during free time.
  • Passionate about continuous learning and exploring new topics.
  • Enjoy capturing moments and expressing creativity through simple everyday life photo.
  • Dedicated to documenting thoughts and experiences by penning down.
  • Always eager to try new dishes and broaden my palate.
  • Love hosting food gatherings for friends and family.

Timeline

Assistant Team Leader- Voice Quality

Mindforce Research
07.2014 - Current

Research Associate

Exevo India pvt ltd
01.2013 - 07.2014

Quality Analyst

Hero ITES
05.2009 - 08.2012

Customer Service Representative

Hero ITES
09.2004 - 04.2009

High School Diploma -

Spring Meadows School

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Rashmi Ravi