Murali K
I am a customer experience and quality assurance professional with more than two decades of experience in technical support, QA operations, performance improvement, and client satisfaction.
About
I am a customer experience and quality assurance professional with more than two decades of experience in technical support, QA operations, performance improvement, and client satisfaction. I have progressed from frontline technical support roles to senior management, developing strong expertise in coaching teams, analyzing customer feedback, and building practical processes that improve service quality.
I enjoy using data, trend analysis, and collaborative problem-solving to create meaningful operational improvements. Throughout my career, I have helped increase CSAT, FCR, CES, and Trustpilot results, while partnering with operations, training, and product teams to strengthen customer journeys. I am also passionate about mentoring people, creating clear process resources, and turning customer insights into positive business outcomes.
- 22 years' experience
- Joined September 2026
Skills· 9
Languages
- EnglishAdvanced
- HindiIntermediate
- KannadaAdvanced
Industry experience
- Professional Services
- Computers & Electronics
- Software & Internet
- Telecommunications
Work experience· 5 roles
Led quality assurance and customer experience programs covering CSAT, FCR, sentiment, and TrustPilot performance. Improved CSAT from 4.25 to 4.88, FCR from 55% to 83%, and TrustPilot scores from 4.3 to 4.6. Diagnosed process gaps, launched performance improvement programs, delivered refresher training and DIP checks, analyzed social media and TrustPilot feedback, and partnered with operations, product, and training teams to standardize QA and CX frameworks. Developed coaching modules, quick-reference flyers, and process documentation for support teams.
Established the Customer Experience Department to improve NPS and CES, raising CES from below 6.0 to the 6.4+ range. Created feedback loops and proactive follow-up programs, conducted detailed survey analysis to identify dissatisfaction drivers, and initiated improvements that reduced churn and escalations. Collaborated with operations and training teams on targeted action plans and introduced weekly CX trend reports and dashboards to support data-driven decisions.
Implemented trend-based QA analysis to improve training effectiveness and agent performance. Conducted calibration sessions with team leads and operations managers to establish consistent evaluation standards, and led QA audits for support operations to ensure accurate performance reports and quality trackers.
Education
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