Sfoglia categorie
Esplora
Fiverr Pro
Italiano
$
USD
Trima
@trimadas
Customer Experience and QA Consultant with 10 Years BPO Experience
India
Inglese, Bengali, Hindi
Chi sono
With 10+ years in the BPO industry, I offer expertise in customer service, data entry, virtual assistance, and quality analysis. I handle calls, emails, chat support, and high-volume data tasks with accuracy and efficiency. Experienced in auditing 500+ calls monthly, identifying gaps, and improving CSAT and team performance. Skilled in process improvement, reporting, and task coordination. I deliver reliable, detail-oriented support with a focus on consistency and results.
Competenze
Trima
offline •
Tempo di risposta medio: 3 ore
Consulta i miei servizi
Messaggistica ed email
I will be your virtual assistant for scheduling, CRM and client coordination
Portfolio
Esperienza lavorativa
QA Team Lead / Compliance and Quality Monitor
Tata Consultancy Services • Full time
Aug 2019 - Oct 2025 • 6 yrs 2 mos
* Identified call disconnection compliance violations and raised systematic escalations, directly improving team adherence • Conducted daily call audits and 1:1 coaching sessions for a team of 15-20 agents, driving consistent performance improvement • Facilitated internal and stakeholder calibration sessions to align quality standards across departments • Performed root cause analysis on recurring CX issues and presented findings with actionable recommendations to leadership • Maintained QA dashboards and generated weekly and monthly performance reports
Senior Quality Analyst
Tech Mahindra • Full time
Jan 2018 - Apr 2019 • 1 yr 3 mos
• Audited agent calls against quality benchmarks and delivered structured feedback • Performed RCA on NPS trends and implemented corrective coaching plans • Delivered new hire training and communication skills coaching • Led daily team huddles to address quality gaps in real time
Senior Process Associate
Genpact • Full time
Mar 2016 - Nov 2017 • 1 yr 8 mos
• Handled customer queries across voice and chat channels with consistent SLA adherence • Supported QA monitoring, feedback processes, and team knowledge-sharing sessions
