Talluri Sai Priya

Sr.associate customer experience

Sutherlandglobal services pvt ltd

Hyderabad

07.2022 - 08.2025

Audited player support tickets, chats, and emails using defined QA parameters and guidelines to ensure accuracy, compliance, and service excellence.
Identified process gaps and improvement opportunities; provided detailed, actionable feedback to agents to enhance performance.
Maintained comprehensive audit records, and prepared weekly/monthly QA reports for management review.
Conducted calibration sessions and training workshops to align QA standards with operations teams.
Collaborated closely with team leads, trainers, and managers to improve communication quality and ensure a consistent customer experience.
Drove quality improvement initiatives aimed at increasing CSAT, FCR, and TTFR metrics.
Escalated critical issues, policy deviations, and repetitive errors to relevant stakeholders for timely corrective action.
Reviewed 20+ customer interactions daily, using tools such as Nexidia and Quality Evaluation Forms.
Conducted one-on-one coaching sessions with Ambassadors and Agents to set performance goals and support their development.
Analyzed recorded calls and interactions to identify behavioral and process-level improvement areas.
Facilitated team meetings across 3–4 teams to reinforce Zero Tolerance Policies and best practices.
Participated in quality calibrations to ensure consistent evaluations across teams.
Attended Weekly Business Review (WBR) meetings to provide insights, highlight trends, and support leadership decision-making.
Supported updates to QA evaluation forms, SOPs, and process documents based on new policies, features, or customer insights.
Performed Root Cause Analysis (RCA) on recurring errors and customer pain points to identify systemic issues, and recommend long-term corrective actions.