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sonal_agrwl

Sonal A

@sonal_agrwl

Data Analyst

India
Hindi, English
About me
I am a Quality and Customer Operations professional with over 7 years of experience analyzing operational data and driving process improvements. I have transitioned into data analytics by self teaching SQL, Python. I use Excel, Power BI, SQL and Python to translate complex data into actionable insights for stakeholders.... Read more

Skills

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sonal_agrwl
Sonal A
Offline • 
Average response time: 2 hours

See my services

Data Dashboards
I will create a professional power bi dashboard from your data
From$30 / projectMore details
Data Dashboards
I will create professional excel dashboard with kpis and interactive charts
From$10 / projectMore details

Portfolio

Work experience

Not Found

7 yrs 8 mos

Quality Analyst

Apr 2024 - May 2025 • 1 yr 1 mo

Analyzed high-volume audit data (300–500+ records per week) across Referral Management and Eligibility & Benefits workflows to identify error trends and ensure process accuracy and SOP compliance. • Identified recurring error patterns through real-time data analysis and collaborated with training and operations teams to implement corrective actions and improve process quality. • Monitored performance data and delivered structured feedback to 2–3 associates daily, contributing to continuous improvement in accuracy and service delivery. • Investigated client escalation cases to identify root causes and ensure timely resolution, maintaining service quality and stakeholder satisfaction. • Maintained 100% productivity against quality benchmarks, with zero escalations or disputes under performance targets.

Quality Analyst

Oct 2022 - Apr 2024 • 1 yr 6 mos

• Independently built and maintained Power BI dashboards tracking KPIs such as AHT, parameter-wise quality scores, and team leader–level performance, enabling data-driven monitoring and decision-making for team leads and managers. • Analyzed 300–500+ customer interactions weekly across call, chat, and email channels to identify recurring issues, quality gaps, and performance trends. • Developed and maintained weekly performance reports highlighting key metrics, error patterns, and actionable insights to support operational decision-making. • Identified process inefficiencies through data analysis and recommended improvements to enhance customer experience and service quality.

Quality Analyst, Chat Associate, CSR

Jul 2017 - Aug 2022 • 5 yrs 1 mo

• Analyzed customer interactions across e-commerce and telecom processes to ensure quality standards and identify recurring issues impacting customer experience. • Conducted quality audits and evaluated performance data to uncover error patterns, providing actionable insights to improve team accuracy and service delivery. • Supported and monitored performance for a team of up to 85 agents, tracking key quality metrics and contributing to overall process improvement. • Built a strong foundation in customer data analysis, performance tracking, and process optimization across customer service and sales operations.