Quality Analyst turning calls into coaching & results.
Call Quality Auditing | RCA | Process Improvement
Quality Analyst with 3+ years in call monitoring, quality auditing, and performance coaching within BPO environments. Skilled in finding root causes of quality gaps, building KPI dashboards, and lifting agent performance through data-driven insights and process optimization.
Work experience
From customer care to quality analytics - auditing calls, spotting patterns, and coaching agents with data.
Call Quality Analyst
- Conducted 30+ daily quality audits of customer calls against client guidelines and quality frameworks.
- Evaluated 25+ agents on compliance, communication and process adherence; delivered actionable coaching.
- Designed a real-time KPI dashboard in Excel + Google Sheets; cut manual reporting 60%.
- Used Ameyo to review recordings across multiple quality parameters.
- Ran RCA on recurring defects and recommended process fixes; joined calibration sessions for consistent scoring.
- Maintained 95%+ audit accuracy with consistent framework application.
Customer Care Professional
- Handled high-volume inbound calls while holding consistently high CSAT.
- Followed SOPs and quality guidelines for accurate, compliant resolution.
- Kept comprehensive documentation and compliance standards on every interaction.
Key achievements
Outcomes, not just activities.
Cut manual reporting 60% with an automated quality KPI dashboard across data sources.
Reduced handling time by removing redundant workflows and coaching navigation.
Held 95%+ audit accuracy across 30+ daily evaluations and multiple client programs.
Audited 30+ calls/day and coached a 25+ agent team on compliance & communication.
How I audit
The same loop behind every result above.
Sample & listen
30+ calls a day reviewed in Ameyo against client guidelines.
Score the framework
Compliance, communication, process - calibrated for consistency.
Find the root cause
RCA on recurring defects, then targeted process fixes.
Coach & re-audit
Actionable feedback per agent, verified in the next sample.
Professional skills
The toolkit I use to measure quality, explain it, and improve it.
Quality Assurance & Auditing
Quality audit frameworks, call calibration, compliance sampling.
Microsoft Excel (Advanced)
KPI dashboard development and reporting.
Google Sheets & IMPORTRANGE
Real-time data integration across sources.
Root Cause Analysis (RCA)
Analysis of recurring issues, defect-reduction recommendations.
Process Improvement & Coaching
Actionable feedback and coaching sessions that lift performance.
Ameyo + Call Calibration
Call monitoring and QA workflows. Verint - familiar.
Quality metrics I track
CSAT | AHT | FCR | QA scorecards - the four numbers every quality story hangs on.
Methodologies
Root Cause Analysis (RCA), process improvement, quality framework implementation.
Core competencies
Agent coaching, performance management, compliance monitoring, calibration.
Education
Engineering foundation, quality career.
Malla Reddy College of Engineering, Hyderabad
B.Tech in Computer Science and Engineering - analytical thinking that powers my dashboards and RCA.
2017 - 2021 | Course IncompleteSri Chaitanya Junior College, Kukatpally
Intermediate in Mathematics and Science - where structured problem-solving started.
2015 - 2017My websites
Two developer platforms I build and run.
DevStackIO
My blog on developer tools, AI, Cloud & DevOps - practical guides and tutorials.
DevStackIO Tools
172 free developer tools - encoders, formatters, generators and converters. 100% client-side, no login.
Languages
Working languages for audits, coaching, and customers.
English
Audit-ready business communication.
FluentHindi
Customer & team conversations.
FluentTelugu
First language, full nuance.
NativeHobbies & interests
Balance off the QA desk.
Football | Running | Anime | Manga. More on my hobbies page
Get in touch
Prefer the full contact page? Or reach me directly below.
Vinod Kumar Rodda
Hyderabad, Telangana, India
Direct lines
Email is fastest - every message gets read.