t
trimadas

Trima

@trimadas

Customer Experience and QA Consultant with 10 Years BPO Experience

India
English, Bengali, Hindi
About me
With 10+ years in the BPO industry, I offer expertise in customer service, data entry, virtual assistance, and quality analysis. I handle calls, emails, chat support, and high-volume data tasks with accuracy and efficiency. Experienced in auditing 500+ calls monthly, identifying gaps, and improving CSAT and team performance. Skilled in process improvement, reporting, and task coordination. I deliver reliable, detail-oriented support with a focus on consistency and results.... Read more

Skills

t
trimadas
Trima
Offline • 
Average response time: 3 hours

See my services

Messaging & Emailing
I will be your virtual assistant for scheduling, CRM and client coordination
From$30 / projectMore details

Portfolio

Work experience

Tata_Consultancy Services

QA Team Lead / Compliance and Quality Monitor

Tata Consultancy Services • Full-time

Aug 2019 - Oct 2025 • 6 yrs 2 mos

* Identified call disconnection compliance violations and raised systematic escalations, directly improving team adherence • Conducted daily call audits and 1:1 coaching sessions for a team of 15-20 agents, driving consistent performance improvement • Facilitated internal and stakeholder calibration sessions to align quality standards across departments • Performed root cause analysis on recurring CX issues and presented findings with actionable recommendations to leadership • Maintained QA dashboards and generated weekly and monthly performance reports

Tech_Mahindra

Senior Quality Analyst

Tech Mahindra • Full-time

Jan 2018 - Apr 2019 • 1 yr 3 mos

• Audited agent calls against quality benchmarks and delivered structured feedback • Performed RCA on NPS trends and implemented corrective coaching plans • Delivered new hire training and communication skills coaching • Led daily team huddles to address quality gaps in real time

Genpact

Senior Process Associate

Genpact • Full-time

Mar 2016 - Nov 2017 • 1 yr 8 mos

• Handled customer queries across voice and chat channels with consistent SLA adherence • Supported QA monitoring, feedback processes, and team knowledge-sharing sessions