Kumari Priya
@kumaripriya
Assistant Quality Manager driving compliance, process improvement, and team performance in contact center operations.
IndiaWhat I'm looking for
I am an Assistant Quality Manager with progressive experience in quality assurance across voice, non-voice, chat, and email channels, focused on compliance with QMS and ISO standards.
I have led and supervised quality teams, conducted internal ISO audits, analyzed quality data to identify trends, and implemented corrective actions and training to improve performance and customer satisfaction.
I hold Lean Six Sigma Green and Yellow belts and ISO 9001:2015 auditor certification, and I am committed to continuous improvement, risk management, and operational excellence.
Experience
Work history, roles, and key accomplishments
Assist Quality Manager in implementing and monitoring QA processes for non-voice blended and L2 voice projects, conducted internal ISO audits and analyzed quality data to drive corrective actions and training that improved compliance and performance.
Supervised a team of quality analysts for chat & email, tracked performance metrics and SLAs, and implemented process improvements and training programs to raise service quality and agent performance.
Monitored and evaluated chat interactions to ensure adherence to quality standards and company policies, reviewed transcripts for accuracy and tone, and contributed to knowledge base and script updates to reduce handling time.
Senior Quality Analyst
QConneqt Business Solution Ltd
Jan 2016 - Jan 2020 (4 years)
Served as SME and Senior Quality Analyst supporting outbound sales and UIDAI projects, provided real-time agent support, delivered feedback from evaluations, and trained agents to improve resolution accuracy and CSAT.
Customer Care Executive
QConneqt Business Solution Ltd
Jan 2014 - Jan 2016 (2 years)
Handled incoming customer inquiries across phone, email, and chat for clients such as TTSL, Voltas, Tata Sky and UIDAI, ensuring timely resolutions and follow-up to achieve customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
Bachelor of Arts (Honours), Political Science
2019 - 2022
Grade: 1st Div
Graduation in Political Science (Honours) completed at IGNOU with first division.
QConneqt Business Solution Ltd
Certificate, Hardware and Networking / Computer Fundamentals
2018 - 2020
Completed Hardware and Networking and basic computer science courses covering fundamentals, DOS, Windows, and MS Office.
Unknown (Diploma issuing institution)
Diploma, Computer Science and Engineering
2014 - 2014
Grade: 1st Div
Diploma in Computer Science and Engineering completed with first division.
Baridih High School
High School Certificate, Secondary Education
Grade: 1st Div
Secondary education completed at Baridih High School with first division.
Availability
Location
IndiaAuthorized to work in
Job categories
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