agatha Kithika

I’m a Customer Experience and Quality Assurance professional with over 8 years of experience driving service excellence in fast-paced fintech environments. I strengthen customer journeys by analyzing customer feedback, quality trends, and operational data to uncover root causes and implement measurable improvements.

In my recent role, I manage quality assurance across customer interactions (calls, email, chat, social media, and loan review processes) to ensure service consistency and compliance. I monitor customer support performance using quality metrics, SLA adherence, audit scores, escalation trends, and operational KPIs to support continuous improvement.

I build and maintain QA reporting dashboards and weekly performance reports that turn audit outcomes into actionable coaching and operational visibility. I deliver structured coaching and facilitate calibration sessions with Operations and Team Leaders, and I’ve led quality assurance initiatives supporting a customer support operation of more than 30 agents, conducting up to 200 quality audits weekly across multiple channels.

I also partner with Operations, Product, and Customer Support teams to implement process improvements based on customer feedback and quality insights. I’m passionate about leveraging AI-powered workflow automation and analytics to optimize operations, reduce repeat errors, address complex escalations, and enhance customer satisfaction; I also continue building my foundation through formal education in Marketing and Management and Quality Assurance techniques.