Senami Mathew

Background

About Senami Mathew

I’m a passionate and results-oriented Quality Assurance Analyst with a strong background in contact center quality management and customer experience delivery. With experience evaluating over 80+ interactions monthly, I specialize in performance coaching, SLA compliance, training facilitation, and process optimization—with a consistent track record of reducing churn and enhancing customer satisfaction. I hold multiple customer service certifications and have been recognized as- Top Female Performer at Ecobank - Best Agent (twice) for outstanding quality and empathy - Knowledge Sharing Coordinator at the contact center I leverage root cause analysis, agent coaching, data insights, and scorecard design to deliver real improvements in team performance and customer outcomes. My ultimate goal is to bridge customer expectations with service delivery excellence, while supporting cross-functional teams to exceed KPIs. Key Skills: Quality Assurance | Customer Retention | Call Center QA | Agent Training | Coaching | Compliance | Customer Loyalty | First Contact Resolution | CRM Tools | SLA Monitoring | Emotional Intelligence Let’s connect if you’re looking for a QA talent who combines technical precision with deep customer understanding.