Quality Analyst

• Dec 2022 - Present

Building quality process for calls, chats, and emails and improving overall customer experience at Line. Line's AI-powered Smart Wallet App is the Financial Co-pilot for over 1.5M Working-class Americans helping them make payments, cover emergencies, file taxes, save on insurance and more, in over 5200 cities. Line came out of stealth Fall of 2021 with its SaaS offering starting at $2.47/month and since then has crossed $15M in ARR and became EBITA+VE ending FY2022. Building quality process for calls, chats, and emails and improving overall customer experience at Line. Line's AI-powered Smart Wallet App is the Financial Co-pilot for over 1.5M Working-class Americans helping them make payments, cover emergencies, file taxes, save on insurance and more, in over 5200 cities. Line came out of stealth Fall of 2021 with its SaaS offering starting at $2.47/month and since then has crossed $15M in ARR and became EBITA+VE ending FY2022.

Quality Analyst | Program Manager

• Feb 2022 - Aug 2022

Developed quality processes and call monitoring procedures in my organization. Created Standard Operating Procedures to ensure the organization is aligned with the call quality process. Led a team of 5 trainers, 6 customer service executives, and 4 recruiters. Audited calls based on set parameters and CTQ. Developed monthly, end-of-quarter, and other statistical reports (MIS reports) for leadership team and quality improvement programs. Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. Identified agents, recruiters, and trainers' flaws and provided feedback on soft skills and process knowledge. Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity. Proactively highlighted Top / Bottom performers regularly through different MIS. Ensure team members are trained on various new products, processes and services, and quality requirements by sharing the TNI and checking the effectiveness. Participated in departmental meetings to establish short- and long-term strategies. Conducted & participated in call calibration sessions. Analyzed quality and performance data to support operational decision-making. Led process improvement projects to help operations meet and exceed quality standards and reduce costs. Handled customer escalations, and identified the root cause to take corrective action.

Quality Analyst

• Oct 2019 - Feb 2022

Defined and implemented quality initiatives to reduce risk. Introduced & implemented the Call Quality process in an organization. Defined and implemented Standard Operating Procedures for the call quality process. Designed and worked on a Quality matrix that was in line with the business goal. Handled complete quality process for Mumbai & Bangalore locations. Led a team of 2 Junior Quality Analysts. Audited calls based on set parameters & CTQs. Identified and shared feedback on recruiters' shortcomings in soft skills & process knowledge. Shared daily MIS reports on Quality Deviations. Took training for new batches regarding quality parameters. Shared feedback to the operations team on process deviations. Identified TNA and worked with the training team to ensure the training is delivered as per the TNA. Conducted call calibration with the Operations team to ensure the team is aligned with the process. Conducted regular briefing sessions to keep the team updated on their performance, process, and product knowledge. Identified top defects by using the Pareto principle.

Quality Analyst

• Feb 2017 - Oct 2019

- Audited calls of agents based on set parameters and CTQs - Identified and shared feedback on agent shortcomings in soft skills & process knowledge - Shared daily reports on Quality Deviations - Took training for new batches regarding quality parameters - Reviewed the performance of the agents - Shared feedback to operations regarding any deviations in the process - Carried out briefing and tape review sessions - Conducted call calibration activity - Shared Training Needs Analysis reports

Quality Analyst

• Sep 2016 - Feb 2017

Customer Support Executive

• Feb 2016 - Aug 2016

Senior Associate

• Jul 2014 - Dec 2015

- Engaged closely with the team including associates, developed and maintained a highly motivated and performance-driven team - Generated data reports to analyze performance and reported to leadership - Briefed the associates about operations and instructed them on any special instructions received from vendors/CS - Managed procurement of the stored inventory - Engaged closely with the team including associates, developed and maintained a highly motivated and performance-driven team - Generated data reports to analyze performance and reported to leadership - Briefed the associates about operations and instructed them on any special instructions received from vendors/CS - Managed procurement of the stored inventory