Available to hire
Hi, I’m Rupali Arora. I bring over 15 years of experience in customer service and BPO, with a proven track record of elevating quality, boosting productivity, and delivering top-tier support to clients across the US and India. I have led teams, implemented quality processes, and driven improvements that positively impacted customer experience and operational efficiency.
I enjoy leading teams, streamlining processes, and coaching colleagues to achieve their best. I’m looking for roles where my mix of operations management, quality assurance, and client service can contribute to mutual growth and success.
Experience Level
Language
English
Fluent
Work Experience
Team Lead - Quality Auditor at Zero Variance
May 1, 2020 - September 30, 2024Led a team of Quality Analysts to uphold client-defined quality standards. Prepared and distributed daily audit reports to assigned vendors and clients, monitored live and recorded calls, and delivered actionable insights to internal support groups. Analyzed quality trends, identified recurring customer/agent interaction issues, and recommended process improvements. Participated actively in calibration sessions and served as the primary point of contact for Charter questions. Monitored interactions for compliance and effectiveness, guided agents on best practices, and contributed to the design of call monitoring formats and quality standards. Drove performance by setting CTQ/CTP targets, coordinating cross-functional reviews, and mentoring team members to achieve individual and group targets. Maintained comprehensive quality reports for management, ensuring adherence to client protocols and policies.
Beauty Therapist/Cashier at The Thread Loft (Manhattan)
March 1, 2019 - March 31, 2020Provided facial and body hair removal treatments, skincare services, and manicure/pedicure; handled cashier duties, stock management, and client consultations on cosmetics and skincare products; maintained hygiene and cleanliness; scheduled appointments.
Beauty Therapist/Cashier at Sana Beauty Studio (Valley Stream Long Island)
October 1, 2018 - February 28, 2019Performed facial and skincare treatments (peels, facials, skin rejuvenation); administered waxing and threading; managed stock and cash; advised clients on cosmetic products; ensured high standards of client service.
Front Desk Executive/Receptionist at All Hands On Physical Therapy
December 1, 2017 - September 30, 2018Greeted patients, answered calls, scheduled appointments, registered new patients, and collected payments. Worked closely with physicians and therapists to coordinate care and ensure smooth clinic operations.
Salon Manager at Green Trends Unisex Hair & Style Studio (Rajouri Garden Branch)
November 1, 2013 - January 31, 2016Managed salon administration, profitability and cost control; stock and cash management; staff engagement and training; client services, appointments, satisfaction; planning promotions, hygiene and maintenance; developing salon menu and pricing; health and safety oversight.
Assistant Manager Quality Assurance at Teleperformance
August 1, 2008 - September 30, 2013Monitored and audited quality for multiple verticals; conducted call calibrations; delivered training; ensured process compliance; managed live-barged sessions; prepared client reports and internal quality metrics; led weekly and monthly client reviews; mentored QA analysts to improve performance.
Remote Quality Auditor and Specialist Customer Support at IBM Global Services
September 1, 2005 - July 31, 2008Maintained quality standards across client processes remotely; prepared agent- and location-wise feedback; delivered process training to new batches; generated productivity and quality reports; mentored new team members; ensured compliance with client guidelines.
Team Lead Quality Auditor at Zero Variance
May 1, 2020 - September 30, 2024Led a team of Quality Analysts/Senior Analysts and maintained client-defined quality standards. Conducted call monitoring, provided actionable insights, and prepared/ analyzed internal quality reports for management. Identified and addressed customer/agent interaction issues, participated in calibration sessions, acted as point of contact for Charter questions, and monitored interactions and trends. Made recommendations on processes and guidelines and collaborated with internal support groups to drive improvements.
Front Desk Executive/Receptionist at All Hands On Physical Therapy (Queens Hillside)
December 1, 2017 - September 30, 2018Managed front desk operations, greeted and assisted patients, scheduled appointments, registered new patients, processed payments, and coordinated with physicians to ensure smooth patient flow.
Education
Qualifications
Graduation (BA)
January 11, 2030 - January 1, 2004XII (12th Grade)
January 11, 2030 - January 1, 2001X (10th Grade)
January 11, 2030 - January 1, 1999Artificial Intelligence - AI
January 11, 2030 - February 3, 2026ISP Training Certified - Igniting Sales Performance
January 11, 2030 - February 3, 2026FTP Training Certified - Fueling Team Performance
January 11, 2030 - February 3, 2026MoM Award - Star Quality Performer
January 11, 2030 - February 3, 2026Best Caller - Sprint
January 11, 2030 - February 3, 2026Bachelor of Arts (BA)
January 11, 2030 - January 1, 200412th Standard
January 11, 2030 - January 1, 200110th Standard
January 11, 2030 - January 1, 1999Artificial Intelligence - AI Certification
January 11, 2030 - February 3, 2026Star Quality Performer – MoMAwarded
January 11, 2030 - February 3, 2026ISP Training Certification - Igniting Sales Performance
January 11, 2030 - February 3, 2026FTP Training Certification - Fueling Team Performance
January 11, 2030 - February 3, 2026Industry Experience
Professional Services, Retail, Media & Entertainment, Healthcare, Education
Experience Level
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