Animesh Koner

Lead a 25–40 member organization across Quality, Data Analytics, Customer Support, Audits and Growth, owning 10+ enterprise accounts at 90–100% SLA adherence. Built the Quality-as-a-Service offering and support function from scratch, raising CSAT from 75% to 90%.

Led a 25–30 member analytics team delivering conversational analytics and business intelligence to enterprise clients. Built Power BI executive dashboards tracking CX, CSAT and conversion trends, and led root-cause analysis on non-conversion patterns.

Led Quality Analysts and Inside Sales Trainers across voice and non-voice programmes, owning quality and training delivery. Ran Training Needs Analysis from audit insights and designed refresher modules, overseeing NHT, OJT and batch certification.

Built QC processes and quality standards from the ground up and led the quality team. Ran audits and tracked quality metrics against compliance standards, presenting quality reports to senior management.

Primary quality point of contact for 12 client accounts, running performance reviews, calibrations and quality check-ins. Led a team of Quality Analysts auditing calls, chats and emails against operational benchmarks.

Audited inbound and outbound calls, chats and emails; built and updated QA evaluation forms and ran calibration sessions with management. Analysed QA data for trends and partnered with Training to close agent performance gaps.

Completed a Bachelor of Hotel Management and Catering Technology (BHMCT) from DSMS Group of Institutions, Durgapur, from 2009 to 2014.