• As a quality analyst I have to monitor & evaluate customer interactions to ensure adherence to quality standards and compliance with company policies• Regularly review calls to understand and improve performance • Improving call quality with etech's Q-eval call monitoring & to ensure effective evaluation, coaching and delivering superior customer experience • Provide feedbacks and coaching to agents based on quality evaluations to improve performance and service delivery • Participate in internal & external (client) calibration • Work together to ensure consistent quality

• I am a highly motivated individual with Overall 4 years of industry experience in Tata consultancy services in BFSI domain.• Identifying potential risk process through quality monitoring and conducting trainings.• Played a key role in multiple process transitions and have a years of experience in bankruptcy and U.S mortgage.• Conducts trainings & provide floor support whenever needed.• Responsible for workflow management, process analysis & documentation.• Have worked on various process in bankruptcy (Closing, Nofc, MFR, Agreed order, MFR PH).• I have worked with U.S clients. I have hands on experience in working on Microsoft tools like Excel, Word, Outlook.• My areas of expertise are into U.S Mortgage, Banking and Financial services, insurance, Accounts receivables & Payables.