Deepika Satsangi
Sr. Quality Analyst at Mobikwik
- Role
- Sr Quality Analyst at Policybazaar.com
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Deepika Satsangi
A seasoned professional having an experience of 5+ years in Quality Management System…
Experience
Sr Quality Analyst
May 2022 — Present · Gurugram, IN
Listening to calls either recorded, live or side-by side while communicating feedback.Identifying calls failing to meet predefined standards and and identifying problem.Understanding the priority of the organization and evaluated call behaviors for regulatory compliance, cross selling and adherence to policy.Providing customer feedback and internal compliance feedback to management.Participating in internal calibrations with Quality and Operations, and ensured consistent scoring.Tracking call results and conducted trend analysis based on results of monitors and improved quality and training needs.Completing monthly Call quality evaluations for all assigned agents conducting outreach service. Provide clear, concise, accurate, and timely evaluation results/findings that can be effectively utilized.Utilizing multiple operating systems to maintain audits and completing task.Providing regular updates on team leadership on quality audit, Communicating consistency problems and quality guidelines deficiencies.Taking training for new batches regarding quality parameters.Maintaining and updating the customer appreciation database.Implementing and build the Quality team for the project and explain the QA work process to the team.
Education
Dr. A.P.J. Abdul Kalam Technical University
Master of Business Administration - MBA
2017 — 2019
Central Board of Secondary Education
Higher Secondary School(10)
2010 — 2011
Dr. Bhim Rao Ambedkar University
Bachelor of Business Administration - BBA
2014 — 2017
Central Board of Secondary Education
Senior Secondary Schooling(10+2)
2013 — 2014
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