Jul 2017
Present
Senior Quality Assurance Analyst
IntouchCx
Hyderabad, IN
IntouchCx is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
IntouchCx, Hyderabad
Senior Quality Analyst
Participating in Weekly client calls.
One on one feedback, coaching and creating the action plans to meet the KPI's
Part of service to sales program where in we up sell and cross sell products
Consistently sent immediate email to supervisors and provided instant feedback on performance
concerns, disconnected chats and auto fail calls.
Participated in internal calibrations with Quality and Operations and ensured consistent scoring
Tracking the trend analysis based on results of monitors and improved quality and training needs
Monitoring the production and evaluating as per the process guidelines
Trainer (Flex Trainer)
Provided training for two newly hired batches (2021-2022)
Provided training regarding customer service skills, product and process.
Handled the batch for 25+ new hires.
Conducted mock chats and provided one on one feedback and coaching
Senior Technical support Associate: (2017-2019)
Handled incoming chats and emails to assist customer with technical issues
Up sell/Cross sell products after providing technical support
Take/cancel orders or obtain details of complaints.
Keep records of customer interactions, transactions, details of inquiries.
Follow up to ensure that appropriate actions were taken on customers' requests.
Refer unresolved customer grievances or special requests to designated departments for further investigation.
Senior Quality Analyst
Participating in Weekly client calls.
One on one feedback, coaching and creating the action plans to meet the KPI's
Part of service to sales program where in we up sell and cross sell products
Consistently sent immediate email to supervisors and provided instant feedback on performance
concerns, disconnected chats and auto fail calls.
Participated in internal calibrations with Quality and Operations and ensured consistent scoring
Tracking the trend analysis based on results of monitors and improved quality and training needs
Monitoring the production and evaluating as per the process guidelines
Trainer (Flex Trainer)
Provided training for two newly hired batches (2021-2022)
Provided training regarding customer service skills, product and process.
Handled the batch for 25+ new hires.
Conducted mock chats and provided one on one feedback and coaching
Senior Technical support Associate: (2017-2019)
Handled incoming chats and emails to assist customer with technical issues
Up sell/Cross sell products after providing technical support
Take/cancel orders or obtain details of complaints.
Keep records of customer interactions, transactions, details of inquiries.
Follow up to ensure that appropriate actions were taken on customers' requests.
Refer unresolved customer grievances or special requests to designated departments for further investigation.
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