anusha arigala

I’m a results-oriented Data Analyst with 6 years of experience in BPO quality assurance, focused on data-driven decision making, KPI reporting, and performance analytics. I specialize in turning complex customer interaction datasets into clear, actionable insights that improve CSAT, compliance, and productivity outcomes.

In my Quality Analyst role at Tech Mahindra (DEC 2018 – Aug 2025), I designed and maintained Power BI dashboards tracking Quality Score, Compliance Score, Accuracy, and Productivity KPIs for 100+ agents across multiple client accounts. I automated weekly and monthly performance reports with Excel (Pivot Tables, VLOOKUP, and conditional formatting), cutting manual reporting time by ~40% and building automated trackers that reduced redundant data entry.

I lead root cause analysis on recurring quality failures, translating findings into data-backed corrective action plans. I present trend and calibration insights to Operations and Training, deliver coaching feedback to agents and team leads, and support targeted interventions—driving measurable improvements in quality and compliance quarter-on-quarter.