Summary
Overview
Work History
Education
Skills
Timeline
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Abhishek Upadhyay

Quality Analyst
Jaipur,RJ

Summary

Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.

Overview

8
8
years of professional experience
16
16
years of post-secondary education

Work History

Quality Analyst

Teleperformance
Jaipur, Rajasthan
12.2018 - Current
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
  • Developed and maintained quality assurance procedure documentation.
  • Administered Number internal quality audits and assessed results to inform corrective action measures.
  • Monitored KPIs to proactively address bottlenecks and quality issues.
  • Analyzed quality and performance data to support operational decision-making.
  • Used Software to create presentations, flowcharts and graphs detailing data analysis results.
  • Collected and analyzed data and initiated improvements to increase security and performance.

Technical Support Representative

Teleperformance
Jaipur, Rajasthan
11.2017 - 11.2018
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to Type technical support needs.
  • Documented support interactions for future reference.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Researched product and issue resolution tactics to address customer concerns.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Type.
  • Monitored systems in operation and quickly troubleshot errors.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Subject Matter Expert

Hinduja Global Solutions
Indore, Madhya Pradesh
07.2015 - 11.2017
  • Designed and prepared technical reports, studies and related documentation.
  • Collaborated with management to identify and prioritize new development concepts.
  • Improved user productivity and efficiency through system training and support.
  • Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
  • Analyzed business problems, identifying root causes and developing robust solutions.

Customer Service Executive

Hinduja Global Solutions
Indore, Madhya Pradesh
05.2014 - 07.2015
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Asked open-ended questions and researched issues in system to resolve various customer billing errors.
  • Informed customers of upcoming promotions and deals to boost sales.
  • Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

Bachelor Of Business Administration - Human Resources Management

Ips Academy
Indore
05.2014 - 06.2017

12th -

Guru Harkrishan Public School
Indore
05.2001 - 04.2014

Skills

Quality Improvement

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Timeline

Quality Analyst

Teleperformance
12.2018 - Current

Technical Support Representative

Teleperformance
11.2017 - 11.2018

Subject Matter Expert

Hinduja Global Solutions
07.2015 - 11.2017

Customer Service Executive

Hinduja Global Solutions
05.2014 - 07.2015

Bachelor Of Business Administration - Human Resources Management

Ips Academy
05.2014 - 06.2017

12th -

Guru Harkrishan Public School
05.2001 - 04.2014

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Abhishek UpadhyayQuality Analyst