At Concentrix Daksh Services India Private Limited, I work as a Senior Quality Analyst, conducting audits, providing feedback, and using root cause analysis in a US process.
Previously, I worked as a Quality Analyst at IGT Gurgaon, handling audits, feedback, compliance, dashboards, and certification. At Flipkart, I worked as a Senior Executive on the escalation desk, handling supervisor calls and customer service.
My experience includes call monitoring, quality assurance, BPO metrics such as CSAT, AHT, and FCR, and tools including Verint, NICE, and Calabrio. I hold Certified Quality Analyst and Customer Experience Professional certifications.
