aayushi kundu
@aayushikundu
I’m a Quality Analyst focused on customer experience, escalations, and AI-driven improvements for US clients.
IndiaWhat I'm looking for
I’m a Customer Experience & Quality Analyst with 6.8+ years of experience supporting US-based customers across e-commerce and service industries. I specialize in customer relationship management, escalation handling, and RCA to resolve complex issues while improving customer satisfaction through data-driven insights.
In my roles as a Quality Analyst, I audit customer interactions to ensure service quality and consistency, deliver actionable feedback, and collaborate with internal teams to strengthen response quality. I also bring proven people-adjacent leadership experience from serving as a Senior Customer Advisor—supporting daily operations, running calibration sessions, and presenting Weekly Business Reviews to drive continuous improvement.
Experience
Work history, roles, and key accomplishments
Quality Analyst - Escalations
Greensoul Ergonomics
Feb 2025 - Present (1 year 2 months)
Managed high-priority customer escalations across calls, emails, chat, and social media to deliver timely solutions. Audited customer interactions for service quality and collaborated with internal teams to improve response quality and customer satisfaction.
Supported US-based clients with high-quality customer interactions across chat and email channels. Handled escalations with RCA, delivered audits and actionable feedback, and presented Weekly Business Reviews while leading calibration sessions to align quality standards.
Served as the primary point of contact for Amazon sellers, providing end-to-end support and resolving escalations to maintain high customer satisfaction. Acted as Real-Time Analyst to support workflow efficiency and helped manage team performance and daily operations.
Education
Degrees, certifications, and relevant coursework
Diploma in Information Technology
Bachelor’s Degree, Information Technology
Education is listed as a Bachelor’s Degree and a Diploma in Information Technology. School name and dates were not provided.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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