Looking for a job

Elisha Priyadarshini

@elishapriyadarshini

Message

I improve customer experience quality through audits, coaching, calibration, and performance reporting.

India

Message

What I'm looking for

I'm looking for a customer experience quality role where I can conduct interaction audits, deliver actionable coaching, improve scoring consistency, and use reporting and AI-powered monitoring to strengthen performance.

I've improved customer experience quality across Amazon US Retail, Swiggy, Flipkart, and international BPO operations through interaction audits, actionable coaching, and calibration. At Swiggy, I evaluated delivery-agent interactions across East Zone operations and presented weekly and monthly quality dashboards to zonal leadership.

I've supported quality programs for up to 230 agents on Amazon's US Retail account, building Excel reports with VLOOKUP and pivot tables, conducting root-cause analysis, and partnering on performance improvement plans. I'm experienced with AI-powered quality monitoring and conversation intelligence tools and available for night shifts aligned with US business hours.

Experience

Work history, roles, and key accomplishments

Quality & Training Manager

Swiggy

Aug 2025 - Jan 2026 (5 months)

Conducted quality evaluations of customer interactions for ~280–320 delivery agents across East Zone operations, using AI-powered quality monitoring tools to validate audit findings and identify coaching opportunities. Delivered actionable 1-on-1 coaching feedback and partnered with Team Leads to support performance improvement plans.

Quality Evaluation AI Powered Quality Monitoring Coaching Performance Improvement Excel Reporting WBR MBR

Adhoc Quality Manager

Hongkong 24k BPO

Jan 2025 - Jul 2025 (6 months)

Conducted quality audits of customer interactions on an international BPO account (~220–250 agents), leveraging AI-powered conversation intelligence tools to review interactions and validate audit findings. Delivered 1-on-1 coaching feedback and led calibration sessions with Quality Analysts to maintain scoring consistency.

Quality Audits AI Powered Conversation Intelligence Coaching Calibration TTQ Certification

Quality Team Lead

Startek

Jun 2024 - Sep 2024 (3 months)

Led quality evaluations of customer interactions for a team of 12 Quality Analysts; delivered coaching feedback and tracked audit results for consistency. Participated in team calibration sessions and client governance reporting on quality performance metrics.

Quality Evaluation Coaching Calibration Client Governance Reporting

Senior Associate – Quality

Tech Mahindra Limited

Apr 2016 - Jan 2024 (7 years 9 months)

Conducted quality assurance evaluations of customer interactions (Call & Chat) for a US-based Amazon Retail account, assessing adherence to company standards and customer experience expectations across 180–230 agents. Delivered 1-on-1 coaching feedback, partnered with team leads on performance improvement plans, and participated in cross-team calibration sessions.