Sonal Agrawal
@sonalagrawal1
Analyst with 7+ years experience in Quality and Operations turning data into insights, transitioning to a data analyst role with SQL and Python.
IndiaWhat I'm looking for
I’m a Quality Analyst and Customer Operations professional with 7+ years of experience analyzing high-volume operational data, identifying error trends, and driving process improvements through Excel and Power BI reporting.
In my recent role at Phreesia, I analyzed 300–500+ audit records per week to ensure SOP compliance, collaborated with training and operations teams on corrective actions, and delivered structured feedback daily—maintaining 100% productivity against quality benchmarks.
Over the past year, I’ve self-taught SQL and Python through structured coursework and applied projects, like my “SLA Breach & Root Cause Analyzer,” where I built a cleaned synthetic dataset, validated results with statistical testing, and communicated findings via an interactive Power BI dashboard for non-technical stakeholders.
Experience
Work history, roles, and key accomplishments
Analyzed high-volume audit data across Referral Management and Eligibility & Benefits workflows to identify error trends and ensure SOP compliance. Collaborated with training and operations teams to implement corrective actions and investigated client escalations to drive timely resolution.
Quality Analyst
Group Bayport
Oct 2022 - Apr 2024 (1 year 6 months)
Built and maintained Power BI dashboards to track KPIs including AHT, parameter-wise quality scores, and team leader performance. Analyzed weekly customer interactions to identify recurring issues, quality gaps, and performance trends, and recommended process improvements to enhance service quality.
Performed quality analysis of customer interactions across e-commerce and telecom processes, conducting quality audits and evaluating performance data to identify recurring error patterns. Supported and monitored a team of up to 85 agents by tracking quality metrics and contributing to process improvement.
Education
Degrees, certifications, and relevant coursework
Swami Vivekanand Technical University
Bachelor of Engineering (B.E.), Electronics and Telecommunication
2009 - 2013
Completed a Bachelor of Engineering (B.E.) in Electronics and Telecommunication from Swami Vivekanand Technical University from 2009 to 2013.
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
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