Syeda Samreen Banu

Experience

1. Quality Analyst

   Cognizant

   Feb 2023 — Present · Hyderabad, IN

   Audit customer service agents\' interactions with customers (live, non-live email, chat) to measure performance against quality standards, including subjective components such as soft skills and courtesy.\\\\n• Strong attention to detail, analytical skills, and problem-solving aptitude\\\\n• Review customer service conversations with the goal of delivering high-quality support.\\\\n• Identify and apply metrics that lead to successful customer satisfaction.\\\\n• Evaluate staff aptitudes for effective customer service.\\\\n• Define issues, analyze customer problems, evaluate alternatives, and develop sound conclusions and recommendations.\\\\n• Communicating with other team members to solve problems.\\\\n• ensuring that the agents provide quality service in line with the organizational objectives.\\\\n• Optimized quality assurance increases agents\' efficiency through behavior modification, enhanced quality service to customers, and improved close rates.\\\\n• Analyses/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Centre.\\\\n• Uses Call Centre tools to gather data and analyze trends or patterns affecting quality; highlights key successes and shares best practices with call center staff to ensure continued success in the quality of service.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• Osmania University

  Master of Business Administration - MBA, Human Resources Management/Personnel Administration, General

  2013 — 2015