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Ahana Sarkar

@ahanasarkar

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Results-driven Quality Analyst with expertise in customer support.

India

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What I'm looking for

I am looking for a role that values quality improvement, offers growth opportunities, and fosters a collaborative environment.

I am a results-driven Quality Analyst and Customer Support Specialist with over 4 years of experience in customer service, quality assurance, and process improvement. My journey began as a Customer Care Executive, where I developed a strong foundation in customer interactions and service excellence. I quickly advanced to a Quality Analyst role, where I honed my skills in monitoring agent performance and providing actionable feedback to enhance customer experiences.

Throughout my career, I have successfully implemented quality control measures that significantly improved customer engagement metrics. My analytical skills have allowed me to generate insightful reports on key performance indicators, ensuring compliance with company policies and industry regulations. I am passionate about leveraging data analysis to drive process improvements and enhance overall service quality.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Teleperformance

Mar 2024 - Present (1 year 3 months)

Monitored customer service calls to assess agent performance and provided feedback and coaching to improve customer interactions. Identified recurring issues and recommended process improvements, generating reports on KPIs such as First Call Resolution (FCR) and Customer Satisfaction (CSAT).

Process Improvement KPIs Compliance

Quality Analyst & Customer Care Executive

ProcureTechStaff (PTS Consultancy)

Mar 2022 - Present (3 years 3 months)

Started as a Customer Support Representative and was later promoted to Quality Analyst, developing quality frameworks to enhance agent performance. Provided coaching and performance analysis to optimize customer interactions, implementing quality control measures that improved customer engagement metrics.

Performance Analysis Customer Support Quality Control Customer Engagement

Escalation Specialist

Aegis Customer Support Services

Oct 2021 - Present (3 years 8 months)

Handled escalated customer concerns with professionalism and efficiency. Assisted agents in resolving complex customer queries.

Customer Escalation Conflict Resolution Customer Support Problem Solving Communication

Customer Care Executive

Fusion BPO Services

Apr 2021 - Present (4 years 2 months)

Provided exceptional customer support through multiple communication channels, resolving inquiries and processing orders to ensure customer satisfaction. Maintained records of interactions and feedback to improve service quality.

Customer Support Order Processing Customer Satisfaction Data Entry

Translator, Transcriber & Content Writer

Datavate Ternion

Sep 2017 - Present (7 years 9 months)

Translated content from English and Hindi to Bengali, and transcribed details from English to Bengali. Worked on Google Ads and website optimization strategies.

Translation Transcription Content Writing Google Ads SEO

Education

Degrees, certifications, and relevant coursework

Sikkim Manipal University

Bachelor of Computer Applications, Computer Applications

Completed a Bachelor of Computer Applications, focusing on fundamental computer science principles and applications. Gained proficiency in various software and programming concepts relevant to the field.