Prameela Kumari
@prameelakumari
Quality Analyst with expertise in customer service and data analysis.
What I'm looking for
I am a dedicated Quality Analyst with extensive experience in customer service and quality assurance across various industries. My academic background includes a Master’s in Information Systems and a Bachelor’s in Computer Applications, which have equipped me with a strong foundation in technology and analytical skills.
Throughout my career, I have worked with leading organizations such as CARS 24 Services and Startek, where I honed my skills in claim processing, data analysis, and team management. I take pride in my ability to analyze warranty data, identify trends, and develop strategies for improvement, ensuring customer satisfaction and compliance with policies.
My professional journey has also involved conducting quality audits, coaching team members, and collaborating with cross-functional teams to enhance service delivery. I am passionate about continuous learning and am eager to contribute to a progressive organization that values innovation and teamwork.
Experience
Work history, roles, and key accomplishments
Warranty Buddy
CARS24 Services Pvt Ltd
Dec 2024 - Present (7 months)
Processed warranty claims, verified coverage, and ensured all required documentation was present. Communicated with customers to provide updates on claim status, resolve issues, and ensure satisfaction.
Quality Analyst
Startek (Aegis Customer Support Service Pvt. Ltd)
Oct 2020 - Sep 2021 (11 months)
Worked as a Quality Analyst for English, Telugu, Kannada & Tamil languages, managing teams and deliverables in the absence of a Manager. Conducted monthly calibration sessions with Call Center Team Leaders to develop scoring consistency and best practices.
Quality Analyst
Teleperformance India
Apr 2017 - Aug 2020 (3 years 4 months)
Monitored all Inbound and Outbound calls to ensure Client standards were maintained, and reviewed evaluations, prepared Performance evaluations & Call handling procedures. Provided training and coaching for new joiners regarding quality parameters.
Quality Analyst
Datawind Innovation Pvt. Ltd.
May 2016 - Apr 2017 (11 months)
Audited calls for English, Telugu, Kannada, Tamil & Malayalam languages to evaluate recorded customer interactions against dimensions of customer experience, business process, and regulatory compliance requirements. Analyzed customer experience data and feedback to identify drivers of satisfaction and dissatisfaction.
Sr. Associate
Hero India Pvt. Ltd.
Aug 2015 - May 2016 (9 months)
Supported major clients like Snapdeal & TATA Docomo for the entire South Region of India. Called customers daily to convince them to take new postpaid connections.
Team Member
Arcis India Pvt. Ltd.
Nov 2014 - Jul 2015 (8 months)
Worked as a Team Member supporting Metlife India Insurance Company for the South Region of India. Called customers daily to remind and intimate them to make payment of insurance premiums due.
Education
Degrees, certifications, and relevant coursework
Nagarjuna University
Master of Science, Information Systems
Grade: 73%
Completed a Master of Science in Information Systems, achieving a 73% grade. The program focused on advanced topics in information technology and systems management.
Nagarjuna University
Bachelor of Computer Applications, Computer Applications
Grade: 60%
Obtained a Bachelor of Computer Applications from Nagarjuna University with a 60% grade. This degree provided a foundational understanding of computer applications and programming.
Availability
Location
Authorized to work in
Job categories
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