Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shrutika Koli

Thane

Summary

Motivated and detail-oriented sales and quality professional with 8 years of experience seeking a management position. Advanced knowledge of sales, service, and team-building to drive business growth and exceed customer expectations. Proven track record in delivering exceptional results, optimizing processes, and cultivating high-performing teams.

Overview

10
10
years of professional experience

Work History

Quality analyst

Teleperformance
04.2023 - 02.2024
  • Working for Axis bank Home loan process
  • Cross sale audit(Auditing sales call of Life Insurance, General Insurance, Credit card, personal Loan)
  • Listening to the sales & no sales calls & provide insights to the management & agents to increase the leads & conversion ratio
  • 100% regular Feedback to the associates.
  • Conduct product refresher training & Quality Induction
  • Share scripts & updated rebuttals & tracking adherence
  • Prepare monthly, weekly & daily reports which includes Pareto analysis, agent wise quality score, TL wise quality score.
  • Conduct call calibration
  • Conduct other activities such as DIP check, Mystery calling, tape review

Quality Analyst & Sales Trainer

HiCare Services Pvt Ltd.
09.2019 - 06.2022
  • Listen to the call recordings & give ideas to the management & agents to increase sale & customer satisfaction
  • Defined and implemented quality initiatives to reduce risk
  • Handle sales as well as service processes such as Inbound, Marketing, Renewal, Jeopardy, Scheduling
  • Prepare monthly, end-of-quarter and other reports for leadership team and quality improvement programs
  • Analyzed quality and performance data to support operational decision-making
  • Conduct training on product/service & give timely feedback, OJT handling
  • Conduct call calibrations with team
  • Share scripts & updated rebuttal list with the associates
  • Provide regular updates to associates on quality metrics by communicating consistency problems or product deficiencies.

Quality Analyst

Q Conneqt business solutions Ltd
12.2018 - 05.2019
  • Audit the calls and give timely feedback
  • Conduct monthly calibration sessions with call center Team Leaders and clients to develop scoring consistency and best practices
  • Create and publish regular audit reports with management and clients
  • Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
  • Identify gaps and conduct feedback and refresher session with agents to improve sales and quality of calls.

Customer Sales Representative & Quality Analyst

Keserve BPO Pvt. Ltd
10.2015 - 12.2018
  • Present, promote and sell products/services to existing and prospective customers
  • Audit the calls and give timely feedback
  • Conduct monthly calibration sessions, preparing weekly & monthly reports
  • Conduct internal & external call calibrations, tape review.

Customer Sales Representative

Netambit PVt LTD
05.2014 - 09.2015
  • Insurance lead generation through cold calling
  • Meeting & exceeding sales goals.

Education

B Com -

University of Mumbai
Mumbai, MH

Skills

  • Audit processes
  • Quality Improvement
  • Quality processes
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Problem Resolution
  • Call center experience

Languages

English
Upper Intermediate
B2
Marathi
Advanced
C1
Hindi
Upper Intermediate
B2
English
Bilingual or Proficient (C2)

Timeline

Quality analyst

Teleperformance
04.2023 - 02.2024

Quality Analyst & Sales Trainer

HiCare Services Pvt Ltd.
09.2019 - 06.2022

Quality Analyst

Q Conneqt business solutions Ltd
12.2018 - 05.2019

Customer Sales Representative & Quality Analyst

Keserve BPO Pvt. Ltd
10.2015 - 12.2018

Customer Sales Representative

Netambit PVt LTD
05.2014 - 09.2015

B Com -

University of Mumbai

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Shrutika Koli