Saumya Shukla

Experience

• 

  Concentrix

  Sept 2018 - now

  - Listening to or reviewing customer interactions (calls, chats, emails) to assess agent performance.- Evaluating interactions based on predefined criteria, such as adherence to scripts, empathy, accuracy, and problem resolution.- Providing constructive feedback to customer service agents based on evaluations and offer coaching to help them improve.- Track and analyze performance metrics- Identifying areas for process improvement and suggest changes to enhance efficiency and customer satisfaction.- Maintaining records of evaluations, feedback, and performance data for reporting and analysis.- Investigating the root causes of recurring issues or problems to prevent future occurrences.- Generating reports on QA findings and share insights with management to drive decision-making.- Ensuring that agents adhere to company policies, procedures, and regulatory requirements.- Collaborate with team members and supervisors to calibrate evaluation standards to ensure consistency in assessments. Show less

  • Senior Quality Analyst

    Jun 2021 - now

  • Senior Customer Service Representative

    Sept 2018 - May 2021