At Concentrix, I manage quality analysis and training operations for the Onfido Process. I redesigned evaluation metrics and scorecards for inbound support operations, improving account QA compliance and decreasing audit disputes.
On the Uber Process at Concentrix, I evaluated customer interactions across email and digital channels and used root cause analysis to address recurring escalations. I also designed refresher training based on customer service metrics and business knowledge gaps.
Earlier, I supported customers with policy servicing, claims, and renewals on the HDFC Life Insurance project at Concentrix, and handled telecom queries for the Bharat Airtel project at Tech Mahindra. I’ve worked across quality auditing, calibration, coaching, compliance, and process improvement.
