Quality Analyst
Resume:
Seeking a position to utilize my skills and abilities in the Technology
Industry that offers professional growth and challenging work environment. Experienced Senior Quality Analyst with over 3 years of experience in BPO. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Work History
2019-12 -
2020-04
Senior Quality Analyst and Team Leader
Damascus Info Tech Private Limited, Chennai, Tamil Nadu
Performed audits on cases closed, by Customer
Service, to ensure adherence to Quality, Compliance and Customer Treatment
Monitored phone calls received by the Executive
Consumer Relations Department to ensure
adherence to Quality, Compliance and Customer
Treatment.
Conduct monthly calibration sessions with call
center Team Leaders to develop scoring consistency and best practices.
Produce reporting based on audits and offer
suggestions for improvement
Monitor and evaluate randomly selected calls to
assess associates' service level standards and
complete online evaluations of client calls
Provided both verbal and written feedback to
Customer Service Associates regarding audit and
monitor results
Developed action plans to improve individual and team Quality, Compliance and Customer Treatment
results
Reviewed Customer Surveys and their relationship to audits completed.
Contact
Address
No.28, Gulam Abbas Ali
Khan 2 Nd Street, Thousand
Lights
Chennai, Tamil Nadu,
600006
Phone
**********@*****.***
Skills
Operating System -
Windows 7
Web technologies: HTML
Leadership
Active Listening
Problem-solving
Time management
Customer Service
Vimala V
Quality Analyst
2019-01 -
2020-11
Quality Analyst
Sevika Tech Pvt Ltd, Chennai, Tamil Nadu
Performed audits on cases closed, by Customer
Service, to ensure adherence to Quality,
Compliance and Customer Treatment Monitored
phone calls received by the Executive Consumer
Relations Department to ensure adherence to
Quality, Compliance and Customer Treatment
Conduct monthly calibration sessions with call
center Team Leaders to develop scoring consistency and best practices Produce reporting based on
audits and offer suggestions.
For improvement Monitor and evaluate randomly
selected calls to assess associates' service level standards and complete online evaluations of client calls Provided both verbal and written feedback to Customer Service Associates regarding audit and
monitor results Developed action plans to improve
individual and team Quality, Compliance and
Customer Treatment results Reviewed Customer
Surveys and their relationship to audits completed.
Developed and maintained quality assurance
procedure documentation.
2017-07 -
2018-10
Quality Analyst
Iyanar Infotech, Chennai, India
Performed audits on cases closed, by Customer
Service, to ensure adherence to Quality,
Compliance and Customer Treatment Monitored
phone calls received by the Executive Consumer
Relations Department to ensure adherence to
Quality, Compliance and Customer Treatment
Prepared weekly and monthly reports on Quality
and Compliance for Team Leaders and
Management Provided both verbal and written
feedback to Customer Service Associates and Team
Leaders regarding audit and monitor results
Developed action plans to improve individual and
team Quality, Compliance and Customer Treatment
results Reviewed Customer Surveys and their
relationship to audits completed.
Education
2017-05 Bachelor of Technology: Information Technology Jawahar Engineering College Anna University -
Chennai
GPA: 6.312
2013-04 Rex Matriculation Higher Secondary School - Chennai GPA: 49.75
2011-05 Rex Matriculation Higher Secondary School - Chennai GPA: 57.80
Additional Information
PROJECT: Analyzing Detection and Prevention Of Click jacking attacks Using DDOS .
Duration: 3 Months Languages: PHP
Description:
Click jacking is the malicious practice of manipulating a website user's activity. Many websites face
Distributed Denial of Service Attacks (DDOS) by tricking the user to click on something that is actually not what the user perceives they are clicking on and this
vulnerability can cause an unsuspecting user to have their account compromised with a single click.
Although the possibility for an attacker to frame a page is easy to detect, it is much more difficult to demonstrate or assess the impact of click jacking
vulnerability than more traditional client -side vector. Certifications
Diploma in Psychology
Freelance article writing
PERSONAL DETAILS
Name : VIMALA V
Fathers Name : VENKATESAN S
Address: No. 13/5 Gulam Abbas Alikhan, 7th Street Thousand Lights. Chennai- 600006
Nationality : Indian
Gender : Female
Date of Birth : 18 June 1996
Marital Status : Single
DECLARATION
I hereby solemnly affirm that all the details provided above are true to the best of my knowledge and belief and that at all times, I shall carry myself in a manner that lends dignity to the organization and worthy
enough of the person.
.
Contact this candidate