Abhishek Roy
SR. Quality Analyst
Pune
Summary
Detail-oriented and solutions-driven Quality Executive with over 12+ years of experience in Quality Assurance and Quality Control & Client Support Specialist. Adept at handling customer-facing interactions, conducting data analysis, and driving process improvements to enhance overall quality and performance. Proven track record of achieving accolades for excellence in quality and performance metrics.
Overview
12
12
years of professional experience
3
3
Certifications
4
4
Languages
Work History
Client Support Specialist
Pay Ready INC
12.2024 - 12.2025
- Manage and resolve escalated customer support requests, providing expert-level assistance and solutions.
- Collaborate with standard support agents to address complex issues and provide guidance and mentorship.
- Supporting our House accounts, building a bridge with engagement and reporting in the absence of an Account Manager.
- Monitor and ensure equitable distribution of support tickets among the support team.
- Adjust ticket assignment based on agent workload and expertise to maintain efficiency.
- Assist in conducting audits for clients to ensure compliance and equality of service.
- Generate reports and provide insights to help clients make informed decisions.
Quality Analyst
Digitalzone Business Consulting Pvt Ltd.
05.2024 - 06.2024
- Was under the procedure of barging with other QA and learned the techniques and procedures of auditing data and telemarketing leads.
- Started auditing Buffer files which undergoes following procedures: - Dead Alive check, Suspect profile check, RPF check, Job title should be as per RPF, Geography Check and Client Suppression.
- Completed all given practice files of Data and Telemarketing audits.
SR. Quality Analyst
ON DIRECT MARKETING SERVICES LLP
10.2021 - 04.2024
- Led quality assurance efforts for lead generation process, driving improvements in lead quality and conversion rates.
- Implemented quality control measures, conducted performance audits, and provided training to ensure compliance with quality standards.
- Analyzed data to identify areas for process optimization and efficiency enhancements.
- Audited CDQA leads, and Tele Marketing leads as well as worked as ATA for Call Screening Team [Tele Marketing] Final pass before the leads get delivered to client.
- Hands on Waterfall, BANT, SQL, MQL, HQL campaigns.
- Worked in VV team.
Promoted to Quality Executive
ITCUBE SOLUTIONS PRIVATE LIMITED
03.2016 - 09.2021
- Spearheaded quality assurance initiatives for RealPage US apartment rental process, ensuring adherence to quality standards and customer satisfaction.
- Conducted client presentations, addressed escalations, and maintained quality dashboards to monitor performance metrics.
- Streamlined process SOPs, conducted audits, and provided actionable feedback for continuous improvement.
- Analyzed data to identify trends, variances, and areas for enhancement, facilitating informed decision-making.
- Managed agent performance through monitoring, feedback sessions, and refresher training programs.
CSR
ITCUBE SOLUTIONS PRIVATE LIMITED
01.2014 - 07.2015
- Provided exceptional customer service for RealPage US apartment rental process, resolving inquiries and issues promptly and efficiently.
- Maintained high-quality standards in customer interactions, contributing to overall customer satisfaction and retention.
- Received accolades for excellence in performance and customer service.
Trainee Supervisor
Viraj Projects India Private Limited
08.2013 - 12.2013
- Gained valuable supervisory experience while contributing to the Kohinoor Grandeur project in Ravet.
Education
Bachelor of Engineering - Civil Engineering
Intellectual Institute of Management And Technology
06-2011
Skills
Microsoft Excel & functions (VLOOKUP
Support inquiry assistance
Verbal and writing communication
Customer-facing communication
Client service excellence
Teamwork
Call center experience
Teamwork and collaboration
Problem-solving skills
Computer skills
Customer service
Microsoft office
MS office
Understanding customer needs
Data entry
Multitasking
Calm and professional under pressure
Quality assurance
Quality control
Certification
MSCIT (27th November 2013)
Awards and Appreciations
Best Quality and Highest Count - 2017, Best Performance (Quality) - 2017, Wall of Fame - 2018, Most calls scored on Quality Portal - 2018
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Support Specialist
Pay Ready INC
12.2024 - 12.2025
Quality Analyst
Digitalzone Business Consulting Pvt Ltd.
05.2024 - 06.2024
SR. Quality Analyst
ON DIRECT MARKETING SERVICES LLP
10.2021 - 04.2024
Promoted to Quality Executive
ITCUBE SOLUTIONS PRIVATE LIMITED
03.2016 - 09.2021
CSR
ITCUBE SOLUTIONS PRIVATE LIMITED
01.2014 - 07.2015
Trainee Supervisor
Viraj Projects India Private Limited
08.2013 - 12.2013
Bachelor of Engineering - Civil Engineering
Intellectual Institute of Management And Technology