Shivam Patel
🧪 Quality Analyst at Eternity Digi Infotech | 📞 Call & 💬 Chat Audit | 🔍 RCA | 📊 7 QC Tools | ✅ Quality Monitoring | 🌟 Customer Experience | 🎓 BTech in Information Technology
- Role
- Quality Analyst at Eternity Digi Infotech
- Location
- Lucknow, IN
- LinkedIn followers
- 500 followers
About Shivam Patel
Currently working as a Quality Analyst at Eternity Digi Infotech, where I focus on…
Experience
Quality Analyst
May 2025 — Present · Lucknow, IN
Monitoring & Evaluating InteractionsEvaluate interactions (calls & chats) to ensure they align with established quality standards and organizational SOPs. Providing Constructive FeedbackDeliver clear, performance-based feedback to agents to help enhance communication skills, improve process adherence, and boost overall efficiency. Analyzing Performance DataReview and interpret quality data to identify trends, recurring issues, and root causes, enabling targeted improvements in service delivery. Preparing Quality ReportsGenerate and present insightful quality reports that support data-driven decisions for continuous process and performance improvement. Training Support & Best PracticesIdentify frequent errors and highlight best practices to support ongoing agent coaching, training sessions, and performance development initiatives.
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