C Karuna Latha

Engaged with the Centre of Excellence team to deliver exceptional quality services to our global clients * Expertly moderating and actively participating in client calibration sessions, offering valuable insights and process recommendations to drive enhancements in client business operations. * Providing comprehensive feedback and conducting coaching sessions for agents, contributing to their professional growth. * Conducting meticulous Lead QA audits in alignment with QA guidelines established by the QA department. * Taking the lead in conducting weekly/monthly QA performance reviews, collaborating closely with Operations and QA Leadership teams. * Skillfully identifying pivotal factors influencing CSAT surveys and presenting insightful suggestions for process improvements to both clients and internal QA teams.

I played a pivotal role in ensuring exceptional service quality through the below range of responsibilities: * Conducting meticulous evaluations of customer care, sales, and retention calls, ensuring service excellence and adherence to quality standards. * Providing valuable feedback to supervisors and handling escalation calls, contributing to the continuous improvement of operational excellence * Collaborating with international agents across various campaigns by submitting detailed online & voice feedback sessions, fostering a culture of excellence * Facilitating weekly client calibrations, ensuring alignment between client expectations and our service delivery. * Participating in weekly internal calibrations, refining evaluation processes for enhanced accuracy. * Proactively sharing insights and innovative process improvement strategies to enhance the clients' business outcomes. * Effectively communicating client updates to leadership and the QA teams, ensuring seamless coordination and integration of information.

*Stepped up to oversee and guide floor operations in the Team Lead's absence for a span of 6 months. *Ensured optimal team shrinkage and adherence to break schedules. *Compiled and presented comprehensive QA reports on a daily, weekly, and monthly basis. *Led productive team huddles and weekly meetings to foster collaboration and performance growth. *Played a pivotal role in disseminating critical updates to the team while closely collaborating with Quality and Research Teams. *Actively participated in weekly and monthly business reviews, effectively showcasing the team's accomplishments to QA Management. *Delivered impactful coaching sessions to individual agents, leveraging quality guidelines to enhance their performance.

* Delivered expert technical support to a diverse global customer base through both chat and remote channels. * Proficiently assisted customers with inquiries related to Norton Security Software, ensuring seamless issue resolution and customer satisfaction.

*Conducted audits and monitoring of technical and customer care calls for an international client, assessing the effectiveness of front-line agents and supervisors. *Proactively participated in internal and client calibration sessions, ensuring a seamless alignment and maintaining quality assurance.