Kritika Sharma

As a Quality Analyst with 6 years of experience, I am driven by a meticulous and organized approach to ensure compliance and uphold the highest standards. My pragmatic and logical mindset fuels my ambition to continuously optimize processes, always taking full accountability for delivering precise and reliable results.

Experience

Quality Analyst

British Council · Feb 2023 – Mar 2026

Not yet confirmed

• Designed end-to-end quality audit frameworks evaluating 500+ transactions/month, ensuring compliance with service standards and SLA targets.
• Monitored team performance against KPIs, SLAs, QA metrics, and customer satisfaction benchmarks.
• Managed customer escalations and collaborated with internal stakeholders to ensure timely resolution and service recovery.
• Supported operational leadership with reporting, trend analysis, workforce coordination, and continuous improvement initiatives.
• Conducted quality evaluations and coaching sessions to improve service consistency, compliance, and operational performance.
• Analysed CSAT/DSAT trends via Power BI dashboards to surface actionable insights, directly contributing to improvements in customer satisfaction scores.
• Led Training Needs Identification (TNI) exercises and delivered targeted coaching, reducing repeat errors among agents.
• Maintained data accuracy across multiple databases through regular verification and audit checks.
• Led team management responsibilities as part of the operations leadership group.
• Partnered with training, operations, and customer support teams to streamline workflows and enhance customer experience.
• Maintained audit readiness through accurate documentation, process compliance, and quality monitoring.
• Built standardised scorecards and reporting templates adopted organisation-wide, improving audit consistency and streamlining evaluation workflows.
• Coached frontline agents in real time, improving FCR rates and AHT; promoted from Customer Service Executive within 3 years based on sustained high performance.
• Registered and delivered a Continuous Improvement (CI) project, generating cost savings of £39K for the organisation.

Operations and Customer Service Executive

British Council · Mar 2020 – Jan 2023

Not yet confirmed

• Managed high-volume customer interactions across voice, email, and chat, consistently meeting SLA targets and maintaining top individual quality scores.
• Resolved complex escalations as a subject-matter expert while contributing to process documentation and knowledge base improvements that reduced onboarding time.
• Selected as peer buddy/mentor for new joiners, reinforcing service standards and contributing to higher baseline quality scores among mentored agents.

H

Front Office Executive

Holy Family Hospital · Jan 2019 – Dec 2019

Not yet confirmed

• Coordinated administrative workflows across departments, ensuring accurate record-keeping and scheduling in a high-stakes healthcare environment.
• Updated and filed patient records, maintaining confidentiality and ensuring accurate data entry into the database.
• Maintained confidentiality and handled sensitive patient information in compliance with healthcare operational standards and data privacy requirements.
• Streamlined patient intake processes by liaising with clinical staff, improving operational turnaround time and compliance with data governance standards.