Aakashdeep Singh
Experienced Quality Analyst | Driving Performance Improvement in Customer Support Operations
- Role
- Quality Analyst at IGT Solutions
- Location
- Delhi, IN
- LinkedIn followers
- 500 followers
Experience
Quality Analyst
Nov 2023 — Present · Gurugram, IN
As an experienced Quality Analyst in the BPO sector, I specialize in enhancing customer service quality and operational efficiency. With a strong focus on compliance, performance monitoring, and process improvement, I help teams deliver exceptional customer experiences.My core expertise includes:Call Quality Monitoring: Evaluating interactions to ensure compliance with quality standards and company guidelines.Feedback and Coaching: Providing actionable insights and tailored feedback to improve agent performance and customer satisfaction.Process Improvement: Identifying gaps in workflows and implementing solutions to optimize service delivery.Reporting and Analytics: Preparing detailed quality reports and leveraging data to identify trends and drive strategic decisions.Key achievements:Enhanced customer satisfaction scores through detailed quality monitoring and feedback sessions.Successfully reduced error rates streamlining quality assurance processes.Implemented training programs that improved agent performance and boosted team KPIs.I am skilled in using tools such as [add tools, e.g, NICE, Verint, CRM platforms] and thrive in dynamic environments where I can contribute to the continuous improvement of service quality.
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