Arshan Qureshi

Experience

1. Quality Analyst

   TP

   Mar 2023 — Present · Indore, IN

   Monitoring Calls and Interactions: Regularly review and evaluate customer interactions to ensure compliance with company standards and quality metrics.Providing Feedback: Offer constructive feedback to agents based on their performance, highlighting strengths and areas for improvement.Data Analysis: Analyze quality data and metrics to identify trends, patterns, and areas for enhancement in service delivery.Developing Quality Standards: Collaborate with management to establish and update quality standards and guidelines for customer interactions.Training and Development: Assist in training new employees on quality expectations and provide ongoing training for existing staff to improve their performance.Reporting: Prepare and present quality reports to management, summarizing findings and recommending actionable improvements.Process Improvement: Work with cross-functional teams to identify opportunities for process improvements that enhance the customer experience.Customer Feedback Analysis: Review customer feedback and complaints to identify recurring issues and suggest solutions.Compliance Checks: Ensure that all interactions comply with legal and regulatory requirements, as well as internal policies.Continuous Improvement: Participate in continuous improvement initiatives aimed at enhancing service quality and efficiency.