Niket Mantri
Quality Analyst | CSAT & NPS Improvement Specialist | Voice, Email & Chat Audits | Contact Center Quality Expert
- Role
- Operations Associate at WNS
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Niket Mantri
Results-driven Quality Analyst with over 11 years of experience in contact center quality assurance across voice, email, and chat processes. Proven track record of improving CSAT and NPS scores by 10–12% through data-driven audits, root-cause analysis, and targeted agent coaching.Expert in quality calibration, SLA compliance, and performance reporting with strong proficiency in MS Excel dashboards and QA tools. Adept at collaborating with Operations and Training teams to close performance gaps and enhance customer experience.Key strengths include quality audits, performance analytics, agent development, and continuous process improvement.
Experience
Operations Associate
Present
Acted as Subject Matter Expert (SME) supporting training and new joiners. Handled complex customer queries while consistently meeting AHT and KPI targets. Conducted process knowledge tests and shared insights with Quality and Operations teams.
Education
Elphinstone College
High School Diploma
St. xavier's High School
High School Diploma
Wilson College
T.Y. B.Sc., Computational Science
Skills
- Sql
- Php
- C++
- Jsp
- Microsoft Sql Server
- Windows
- Java
- Html
- Core Java
- C
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