TK

Tulasi kumari

With two years as a Quality Analyst, I bring a calm yet ambitious approach to ensuring meticulous compliance and punctuality in every task. My empathetic understanding of processes allows me to uphold the highest quality standards, consistently driving improvement and precision.

Work style

Full-time, Contract, Freelance

Contact details — on requestProof of Work — on request

Experience

V

Quality Analyst

VXI Global Solutions India Pvt Ltd · Jul 2024 – Present

Not yet confirmed
  • Monitored and evaluated customer interactions (calls, emails, chats) to ensure compliance with company quality standards and client requirements.
  • Conducted regular call audits and provided detailed feedback to agents to improve performance and service quality.
  • Prepared quality reports, scorecards, and dashboards to track team performance and identify improvement areas.
  • Supported new hires through quality feedback and mentoring to improve onboarding performance.
  • Performed calibration sessions with internal teams and clients to maintain scoring consistency.
  • Ensured adherence to SLAs (Service Level Agreements), KPIs, and compliance guidelines.
  • Maintained documentation of quality processes, audit findings, and improvement plans.
  • Collaborated with Team Leaders and Trainers to design and implement training programs based on quality insights.
T

Customer Support Associate

Tech Mahindra Pvt Ltd · Apr 2023 – May 2024

Not yet confirmed
  • Handled inbound and outbound customer interactions via calls, email, and chat, ensuring timely and accurate resolution of queries.
  • Addressed customer complaints effectively by identifying root causes and providing appropriate solutions to enhance satisfaction.
  • Participated in training sessions and continuously updated product/process knowledge.
  • Achieved key performance indicators (KPIs) such as First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).

Skills 0 proven through work

Also works with

Rapid LearningVerbal CommunicationInformation ResearchWork Planning and PrioritizationTime ManagementAverage Handling Time ManagementKPI AnalysisCustomer Issue ResolutionProblem SolvingCustomer ServiceEmpathyListening AttentivelyCustomer Satisfaction AnalysisCustomer De-escalationSolution ConsultingProcess ImprovementFostering Team MotivationMeeting SchedulingProduct Training DeliveryTelephone CommunicationCross-Departmental CoordinationQuality Audit Framework DesignOperations ManagementIssue EscalationRoot Cause AnalysisPerformance Feedback ConversationsMentoring and Peer CoachingCompliance ManagementCall Auditing

Proof of Work

Proof of Work

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Education

Master's, MBA

Aurora's PG College (Osmania University) · 2023 — 2025

Bachelor's, B. Com

Omega Degree College · 2020 — 2023

High School Diploma, Intermediate

Omega Junior College · 2018 — 2020

High School Diploma, SSC

St. Angel's High School · 2018 — 2018

Contact details

Contact details

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