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Zartab Latif

@zartablatif

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Quality Analyst with expertise in customer service and process improvement.

India

Message

What I'm looking for

Looking for a challenging role that utilizes my quality assurance and customer service skills to drive business growth and improve process efficiency.

Highly motivated and detail-oriented Quality Analyst with experience in international campaigns and customer service. Proven track record of improving process quality scores and leading internal calibration. Skilled in data sanitization, quality assurance policy development, and customer complaint resolution.

With a strong background in computer science and data entry operations, I possess excellent problem-solving, leadership, and customer service skills. I am proficient in MS Office, including Excel, Outlook, Word, and PPT, and have hands-on experience with Pagemaker, Corel Draw, and Photoshop.

I am a team player with experience in managing and motivating teams to achieve productivity and customer satisfaction goals. I am committed to continuous learning and growth, and I am excited to contribute my skills and expertise to a dynamic organization.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

International Campaign

Jan 2019 - Present (6 years 5 months)

Worked as a Quality Analyst, evaluating customer chats and developing programs to improve process quality, attending calibration with clients, and leading internal calibration.

Quality Chat Quality Improvement

Operation Supervisor

Teleperformance

Dec 2016 - Nov 2017 (11 months)

Managed a team of 17 subordinates in a fast-paced inbound call center environment, implemented strategies to improve team efficiency and productivity, and collaborated with the Quality Assurance team to ensure adherence to service standards.

Teams Coaching Quality Assurance Leadership