Rohil Grover

I've spent 10 years improving customer experience through quality assurance, customer support, technical troubleshooting, and process compliance.

At Concentrix, I monitored AT&T customer-agent interactions against client quality standards, provided performance feedback, raised referrals, and supported corrective action. As an SME, I supported a team of 15 Quality Analysts and helped maintain accuracy and consistency across the quality team.

I also communicated client process updates and participated in calibration calls to align quality parameters, interpretation, and expectations. My work focused on strengthening service quality and customer experience through practical feedback and guideline adherence.

Previously at eClerx Services, I provided Comcast customers with chat-based technical support for internet speed, connectivity, DVR, email, online cable access, credentials, and account issues. I also supported sales conversations and arranged truck rolls when field support was needed.