Shruti Sen

Senior Quality Analyst (Microsoft), Concentrix

A Senior Quality Analyst for Microsoft Account with expertise in monitoring calls/chats/emails and providing feedback as per the quality parameters to frontline advisors.

• Preparing and maintaining quality reports for team leads and senior leadership.

• Provide high quality and actionable feedback to advisors, Operational Managers and individuals on performance against quality objectives and targets.

• Track and review quality assurance observation.

• Doing calibration sessions with Team leads and Operation managers.

• Attending meetings arranged with clients and the management for Quality discussions. Conducting quality sessions with new batches and providing an understanding of the clients Quality parameters. Monitoring mock calls for new joiners.

Customer Service Associate (Citibank U.S) with Concentrix.

• Handling U.S customer's Credit card queries through Chat.
• Trainer for handling Dispute Team chats aligned to Citibank.
• Managing Team and helping Team Leaders with day-to-day activities.
• Acting as SME for new hired batches.