Experience

MattsenKumar LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Analyst

  • Jan 2018 - Present

  • Listened to calls either recorded live or side-by-side while communicating feedback. • Identified calls failing to meet predefined standards and identified the problem. • Provided customer feedback and internal compliance feedback to management. • Highlighting call insight and trends of an agent to their intermediate supervisors • Listened to calls either recorded live or side-by-side while communicating feedback. • Identified calls failing to meet predefined standards and identified the problem. • Provided customer feedback and internal compliance feedback to management. • Highlighting call insight and trends of an agent to their intermediate supervisors



Sanskriti Infosol Pvt Ltd.

• Software Development
• 1 - 100 Employee

• Quality Analyst

  • May 2015 - Apr 2017

  My role is to assess agent performance/behavior in a call center, and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer service. Aim for us to ensure that Quality Assurance is applied in an independent, objective and neutral manner, and secondly to contribute significantly to: My role is to assess agent performance/behavior in a call center, and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer service. Aim for us to ensure that Quality Assurance is applied in an independent, objective and neutral manner, and secondly to contribute significantly to:



ACCURATE COMPUTER CARE PRIVATE LIMITED

• Technical Support Specialist

  • Aug 2013 - Apr 2015