About
Quality Analyst with 10+ years of experience across quality assurance, customer support, client services and operations. Experienced in call monitoring, process audits, quality reporting, agent coaching, calibration, deviation analysis, customer support operations and client coordination. Strong communicator with a structured approach to problem-solving, compliance and continuous improvement.
Experience4
Quality Analyst
Dec 2020 — Jun 2026Activeo Celtycs India Pvt. Ltd.
Monitored agent calls and requests via online/offline quality audits against SOPs and quality parameters, conducted D-Sat, repeat-call, loss, and special claim audits to identify root causes and deviations, and prepared daily deviation and weekly performance reports. Delivered quality training and collaborated with Client Services, Operations, and Customer Support teams to resolve deviations and ensure accurate request handling.
Specialist – Quality Analyst
Apr 2015 — Oct 2019Startek – Aegis Customer Support Services Pvt. Ltd.
Performed quality monitoring and process audits for customer support operations, reviewed agent performance, identified process deviations, provided coaching and feedback, and supported quality reporting, calibration activities, and operational improvement initiatives.
Field Technician / Elevator Erector (Contractor/Sub-Contractor)
Sep 2012 — Nov 2013Schindler India Pvt. Ltd.
Supported field-level elevator erection and technical activities while following safety and installation requirements.
Customer Service Associate
Jul 2011 — Jul 2012Serco Global Services
Handled customer interactions and supported service-related requests maintaining quality and process standards.
Education2
Diploma in Mechanical Engineering (DME)
2009M.N. Technical Institute, K.G. Halli, Bengaluru
SSLC
2006Adarsha Vidyalaya High School, R.T. Nagar, Bengaluru
Secondary Education