Syeda Asma Siddiqua
Quality Analyst
Hyderabad,Telengana
Summary
Seeking opportunity in reputed organization to enhance knowledge and thrive in challenging environment. Eager to grow alongside objectives of organization, leveraging skills and expertise to contribute to success. Strong desire for professional development, committed to making meaningful impact and achieving mutual growth.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Quality Analyst
Intouch
Hyderabad
11.2023 - 11.2024
- Provided constructive feedback to customer service representatives to improve service quality and enhance customer experience.
- Conducted one-on-one coaching sessions with agents to address performance gaps and deliver targeted training.
- Prepared detailed quality reports and performance trend analyses for management, highlighting areas of improvement and recommending corrective actions.
- Analyzed quality metrics to identify recurring issues and implemented process improvements to enhance overall service quality.
- Collaborated with team leaders and management to develop quality improvement initiatives based on audit findings.
- Suggested changes to processes, scripts, or workflows to optimize efficiency and accuracy of customer service operations.
- Monitored for potential compliance risks and reported any deviations promptly.
- Assisted in developing and updating quality assurance programs and criteria for customer service evaluation.
- Conducted calibration sessions with team leaders to ensure consistent application of quality standards across team.
- Maintained accurate records of quality assessments and feedback given to agents.
- Documented audit outcomes and provided regular updates to management team on quality trends and issues.
Customer Service Professional
Sykes India
Hyderabad
06.2021 - 06.2023
- Resolve customer problems and complaints effectively and efficiently, ensuring a positive customer experience
- Assist customers with their inquiries, concerns, and issues through various communication channels, such as phone, email, or chat
- Acquire and maintain in-depth knowledge of the company's products or services to provide accurate information and solutions to customers
- Collaborate with team members to share knowledge, best practices, and work together to meet performance targets
- Strive to ensure high levels of customer satisfaction and loyalty by delivering exceptional service and support
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 40 customers each day.
Education
BBA -
St. Joseph Degree College
Hyderabad, India. 03.2019 - 07.2022
Skills
Ability to Multitask
Fast Learner
Excellent Communication
Leadership and Teamwork
Time Management Skills
Customer Service Skills
Quality Assurance
Hobbies
Swimming.
Sketching.
Wall Art.
Personal Information
- Place of Birth: Telangana
- Date of Birth: 10/13/2001
- Nationality: Indian
Extracurricular Activities
Volunteered in many College Programs.
Disclaimer
I hereby declare that all the information given above is true and correct to the best of my knowledge. All the information shared in the resume is correct, and I take full responsibility for its correctness. I solemnly declare that the information in this resume is true to the best of my knowledge and belief.
Timeline
Quality Analyst
Intouch
11.2023 - 11.2024
Customer Service Professional
Sykes India
06.2021 - 06.2023
BBA -
St. Joseph Degree College
03.2019 - 07.2022