Ashish Arya
@ashisharya
Quality Consultant focused on auditing human and AI interactions to improve CSAT, compliance, and performance.
IndiaWhat I'm looking for
I’m a results-driven Quality Consultant with 3+ years of experience in Quality Assurance and Customer Support. I specialize in call, chat, and email auditing, AI interaction quality analysis, and Root Cause Analysis (RCA) to improve CSAT, compliance, and agent/AI performance through data-driven insights and structured coaching.
In my recent role, I conduct quality audits on both human and AI-handled customer interactions, including intent recognition, response accuracy, and resolution effectiveness, then deliver structured feedback to backend/AI training teams. I’ve led calibration sessions to keep scoring consistent, supported process improvements using RCA and performance insights, and consistently coached teams—recognized through a Star Performer Award and multiple Employee of the Month wins for accuracy and KPI excellence.
Experience
Work history, roles, and key accomplishments
Conducted quality audits for human and AI-handled customer interactions, including AI conversation review for intent recognition, response accuracy, and resolution effectiveness. Delivered structured feedback to AI training teams and participated in calibration to ensure consistent scoring, compliance, and customer experience quality.
Analyzed customer complaints to identify trends and process gaps, then delivered targeted coaching to improve agent performance and audit scores. Conducted calibration sessions and used RCA and performance insights to support continuous process improvements.
Handled customer queries via calls, chat, and email with high accuracy while consistently meeting KPIs including AHT, CSAT, and quality scores. Managed customer escalations effectively to resolve issues and maintain customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Jaipur National University
Bachelor of Computer Applications, Computer Applications
2019 - 2022
Completed a Bachelor of Computer Applications (BCA) at Jaipur National University from 2019 to 2022.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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