Mukul Sharma

Experience

1. Quality Analyst

   TP

   Jan 2022 — Present · IN

   Monitor customer interactions (calls, chats, emails, or social media) to ensure adherence to quality standards. • Evaluate agent performance based on predefined quality parameters such as accuracy, tone, problem resolution, and compliance. • Provide detailed feedback to agents on their strengths and areas of improvement.2. Compliance & Process Adherence • Ensure that customer interactions comply with company policies, client requirements, and regulatory standards (e.g, GDPR, PCI-DSS). • Identify and report any violations of compliance, security, or ethical standards. • Ensure agents follow scripts, escalation procedures, and customer handling guidelines.3. Quality Improvement & Training Support • Conduct calibration sessions with team leads and trainers to align quality expectations. • Provide coaching and training to agents to improve their communication and problem-solving skills. • Recommend process changes to enhance customer experience and operational efficiency.4. Data Analysis & Reporting • Analyze call quality scores, trends, and customer feedback to identify patterns. • Prepare detailed quality assessment reports and share findings with management. • Suggest actionable insights to improve customer satisfaction and reduce complaints.5. Root Cause Analysis & Problem-Solving • Investigate the root causes of quality issues and propose corrective actions. • Work with operations teams to resolve recurring customer pain points. • Implement best practices to enhance customer service quality.

Education

• Gyan Vihar University

  Bachelor's degree, Commerce