DHARANI THARAN V

• Collaborated with leaders to deliver actionable coaching, tracked CSAT drivers, and led quality improvement initiatives, directly influencing support KPIs.
• Developed and optimised process improvement frameworks, implemented RCA processes, and contributed to cross-functional projects and operational efficiency.
• Mentored and provided coaching and feedback to agents and junior analysts, enhancing overall team capability and performance.
• Developed dashboards to track key performance indicators, streamlining data collection and improving team efficiency.
• Managed designated resources and workloads, guiding team members for enhanced performance.

• Conducted regular audits across calls, chats, and emails to identify trends and areas for customer experience improvement.
• Collaborated with cross-functional teams with identified opportunities for process improvement.
• Analyzed support data and escalations to uncover root causes and recommend corrective actions. Identified patterns in escalations and provided actionable insights.
• Enhanced team productivity by streamlining workflows and implementing time-saving strategies.

As a QA Analyst I identify the area of improvements of the agents assigned, managing them and giving them
effective feedback which includes,

• Identify bottom quartile associates, facilitate retrain.
• Provide operational/analytical support for the stakeholders.
• Conduct process update sessions and participate in calibrations and share feedback with leaders.

• Customer Service Agent : Responding and understanding customer's queries, gathering and researching information, verifying customer's understanding of information and answer in detail and resolved customer queries efficiently.
• Subject Matter Expert : Walking the floor to answer 'real-time' questions and assist agent's as necessary. Providing actionable coaching and real-time feedback to enhance associates’ performance and customer experience.