Kritika Sharma

Designed end-to-end quality audit frameworks evaluating 500+ interactions/month, ensuring
compliance with service standards and SLA targets.
Analysed CSAT/DSAT trends via Power BI dashboards to surface actionable insights, directly
contributing to quarter-over-quarter improvements in customer satisfaction scores.
Led Training Needs Identification (TNI) exercises and partnered with L&D to deliver targeted
coaching, reducing repeat errors through pre/post-training quality metric tracking.
Facilitated cross-functional calibration sessions (QA, Operations, Training) to align quality
standards and maintain consistent service delivery at scale.
Built standardised scorecards and reporting templates adopted organisation-wide, improving audit
consistency and
streamlining evaluation workflows.
Coached frontline agents in real time, improving FCR rates and AHT; promoted from Customer
Service Executive within 3 years based on sustained high performance.
Registered and delivered a Continuous Improvement (CI) project, generating cost savings of £39K for
the organisation.

Managed high-volume customer interactions across voice, email, and chat, consistently
meeting SLA targets and maintaining top individual quality scores.
Resolved complex escalations as a subject-matter expert while contributing to process
documentation and knowledge base improvements that reduced onboarding time.
Selected as peer buddy/mentor for new joiners, reinforcing service standards and contributing to
higher baseline quality scores among mentored agents.

Coordinated administrative workflows across departments, ensuring accurate record-keeping
and scheduling in a high-stakes healthcare environment.
Streamlined patient intake processes by liaising with clinical staff, improving operational
turnaround time and compliance with data governance standards.