Samantha Anthony Pereira
Quality Analyst
Malad
Summary
Results-driven BPO professional with nearly 20 years of experience across customer service, sales, verification, retention, and Quality Assurance. Over 4+ years of experience as a Quality Analyst at Teleperformance, supporting multiple international projects. Strong expertise in quality monitoring, coaching, reporting, client communication, and CRM and QA applications. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
20
20
years of professional experience
Work History
Quality Analyst / Sales Verifier / Customer Service Associate
Teleperformance
05.2016 - 01.2026
- Joined Teleperformance as an Inbound Sales Executive, later cross-trained for Customer Service operations.
- Promoted to Sales Verifier (2020), responsible for validating sales, ensuring compliance, and maintaining quality standards.
- Promoted to Quality Analyst (2021) based on consistent performance and strong process knowledge.
- Conducted call monitoring, audits, and evaluations to ensure adherence to internal and client quality benchmarks.
- Delivered best-in-class coaching and feedback through structured one-on-one and group quality sessions to enhance agent communication skills and query resolution.
- Prepared and maintained detailed reports including: Quality Reports & Scorecards, Feedback Reports, Pop Quiz Performance Reports, Internal & External Calibration Reports, Golden Nugget Reports highlighting best practices and excellent calls.
- Conducted daily briefings and quality huddles to communicate updates, performance gaps, and improvement plans.
- Actively participated in internal and client calibrations to ensure scoring alignment and consistency.
- Maintained regular communication with clients, sharing performance insights, trends, and quality reports.
- Worked as a Quality Analyst across multiple international projects, including: ISD, Hotel Planner, EasyJet, Priceline.
- Hands-on experience using applications such as CRM systems, Salesforce, NICE inContact, Verint, and DOS-based systems.
Verification Officer – Credit Cards
NCO
01.2015 - 01.2016
- Performed credit card verification ensuring accuracy and compliance.
- Maintained quality standards and data security guidelines.
Retention Executive – Telecom Products
Tech Mahindra
01.2013 - 01.2015
- Handled retention for mobile phones, laptops.
- Reduced customer churn through effective communication and objection handling.
Technical Support & Customer Care Executive
Sutherland
01.2012 - 01.2013
- Provided technical support, billing assistance, and customer care.
- Resolved service and account-related issues while meeting SLA targets.
Outbound Sales & Verifier
Tech Mahindra
01.2010 - 01.2012
- Managed outbound sales and customer acquisition.
- Conducted sales verification to ensure compliance and quality.
Customer Service Executive – Banking Process
Teleperformance (Barclays Card)
01.2008 - 01.2010
- Handled VCC, bank transfers, and credit card billing queries.
- Delivered accurate and timely customer resolutions.
Customer Service Executive – Telecom
Just Dial
01.2006 - 01.2008
- Provided customer service for telecommunication processes.
- Assisted customers with service inquiries and issue resolution.
Education
HSC - undefined
SNDT College
Malad, Mumbai01.2006
S.S.C - undefined
Carmel Of St. Joseph High School
Malad, Mumbai01.2004
Skills
Customer support
Data analysis
Data collection and analysis
Project management
Team leadership
Database management
Client interaction strategy
Client onboarding processes
Product and project migration
Quality assurance
Coaching techniques
Quality assurance
Client relationship management
Customer service excellence
Compliance validation
Efficiency enhancement
Communication and resolution
Interests
Taking up new learning opportunities, Playing Cricket & Badminton, Bike Rallies & Events, Travelling & Hiking
Tools and Applications
- CRM Systems
- Salesforce ATCOM
- NICE inContact
- Verint
- DOS- based Systems
Timeline
Quality Analyst / Sales Verifier / Customer Service Associate
Teleperformance
05.2016 - 01.2026
Verification Officer – Credit Cards
NCO
01.2015 - 01.2016
Retention Executive – Telecom Products
Tech Mahindra
01.2013 - 01.2015
Technical Support & Customer Care Executive
Sutherland
01.2012 - 01.2013
Outbound Sales & Verifier
Tech Mahindra
01.2010 - 01.2012
Customer Service Executive – Banking Process
Teleperformance (Barclays Card)
01.2008 - 01.2010
Customer Service Executive – Telecom
Just Dial
01.2006 - 01.2008
HSC - undefined
SNDT College
S.S.C - undefined
Carmel Of St. Joseph High School