Divya Punjabi

Began my journey as a Customer Support Associate and grew into a Quality Analyst role at Parimatch. I supported thousands of players across various touchpoints, ensuring their issues were not just resolved, but that they felt truly heard and valued. I made it my mission to go beyond simply handling tickets, aiming to make every interaction human, clear, and reassuring.

Key Responsibilities & Achievements:

• Provided real-time support to players via live chat, email, and helpdesk systems, addressing common queries related to deposits, withdrawals, KYC verification, bonus eligibility, account issues, and technical glitches.
• Focused on delivering empathetic, player-first service, ensuring that customers didn’t just get a solution—but a positive, trust-building experience.
• Maintained high customer satisfaction scores through effective communication and timely resolution of issues in compliance with internal policies.
• Promoted to Quality Analyst, where I conducted detailed audits of player interactions to assess tone, accuracy, compliance, and resolution quality.
• Created and maintained QA scorecards, helping the support team align with company standards while growing in their individual performance.
• Held regular feedback sessions and coached team members to improve communication style, clarity, and player empathy.
• Identified recurring issues and collaborated with training and product teams to refine processes and update the knowledge base.
• Actively monitored trends in player concerns, using insights to recommend service improvements and reduce repeat contacts.
• Helped onboard new team members by sharing best practices and promoting a culture where support is not just functional, but genuinely supportive.