About Me
I have around 8 years of professional experience, starting my career at[removed]ai] as a Digital Process Executive where I handled customer support through calls, chats, and emails. I was promoted to the Escalation Desk for my performance and mentored new hires to improve quality and customer satisfaction. For the past 5.5 years, I have been working at Cognizant as a Quality Reviewer SME for Google projects, covering both Google Workspace and Google Cloud Platform. My responsibilities include auditing 25+ cases daily across multiple channels, conducting dip checks, preparing WBR/QBR/YBR decks, and facilitating cross site call calibrations. I also train and mentor new hires, provide actionable feedback to agents, and ensure compliance with quality and regulatory standards. Over the years, I’ve built expertise in QA frameworks, RCA, 7 QC tools, and process improvement, while being recognized with awards like Outstanding Reviewer and Best Quality Performer.
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$11/hr
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