Tanu Kaushal
@tanukaushal
I improve customer experience and compliance through QA audits, coaching, process improvements, and performance analytics.
IndiaWhat I'm looking for
At Teleperformance, I conduct 30–40 weekly call, chat, and email audits, using QA scorecards and Excel dashboards to improve policy adherence and customer experience. My coaching and root-cause analysis helped lift team CSAT by 8 points and reduce AHT by 11% over two quarters.
I've led calibration sessions that reduced scoring variance from 12% to 4%, updated SOPs to cut repeat errors by 22%, and partnered with Workforce and Training to improve FCR and reduce reopens. Earlier, I resolved 60–80 daily customer contacts while maintaining 95–98% QA compliance and earning top-10% quality recognition.
Experience
Work history, roles, and key accomplishments
Conducted 30-40 weekly call/chat/email audits and led calibration sessions to align scoring, reducing variance from 12% to 4%. Delivered targeted coaching that lifted CSAT by +8pp and reduced AHT by 11%.
Resolved 60-80 daily contacts across voice and chat, achieving 95-98% QA compliance and CSAT of 4.6/5. Recognized for top-10% quality scores and mentoring new hires.
Education
Degrees, certifications, and relevant coursework
Punjabi University
Master of Science, Science
2016 - 2018
Grade: 94%
Master of Science degree from Punjabi University, Patiala, completed with 94%.
Punjabi University
Bachelor of Science, Science
2013 - 2016
Grade: 86%
Bachelor of Science degree from Punjabi University, completed with 86%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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