Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
Timeline
Generic
Achal Kushwaha

Achal Kushwaha

Quality Analyst
New Delhi,NCR

Summary

9+ Years of experience

Proficient Quality Analyst with experience handling and resolving critical quality problems using research abilities. Strong analytical, organizational and planning abilities. Consistently works with minimum supervision. Independent and self-directed. Highly effective in working with clients, peers and B2B connects.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Quality Analyst

HCL Tech
Gurugram
07.2022 - Current
  • Auditing simple to complex deals/queries from the client with high accuracy and efficiency. Product is Google Cloud services ( Formerly G suite )
  • Connecting with Ops to figure out their issues to improve the quality.
  • Monitored completed work and provided feedback to improve team member performance.
  • Conducted root cause analysis to investigate the source of problems in production process.
  • Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
  • Implemented corrective actions when necessary to improve overall product quality.
  • Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
  • Participated in continuous improvement initiatives by suggesting changes or modifications to existing processes or procedures.
  • Created and optimized automated dashboard (via Google Looker Studio) for repetitive tasks.

Contact Center Associate

Webhelp
Gurugram
12.2014 - 01.2021
  • Upsold products or services when appropriate to meet customer needs.
  • Resolved customer complaints in an efficient and professional manner.
  • Maintained detailed records of customer interactions using CRM software.
  • Assisted customers with account issues, such as password resets, account activations, and billing questions.
  • Adhered to all company policies and procedures related to the contact center operations.
  • Participated in team meetings to discuss strategies for improving service levels.
  • Utilized problem-solving skills to quickly resolve difficult situations.
  • Performed call backs according to established guidelines.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Mentored junior team members and managed employee relationships.

Practitioner-CRM Operations

Concentrix
Gurugram
06.2013 - 09.2014
  • Answer questions or requests from customers
  • Cross-check about invoice related queries with billing team
  • Raise tickets for technical team call back to resolve customer query

Education

Bachelor of Computer Applications - Computer Science And Programming

Veer Bahadur Singh Purvanchal University
Ghazipur, Uttar Pradesh
09-2011

Intermediate

Shah Faiz Public School [CBSE Board]
Ghazipur, Uttar Pradesh
05-2008

Skills

1Mastery of Quality and Audit Processes, Team handling, Client Calls

2Data Analysis (Related to Quality Audits and Quality Improvement) using:

Google Sheets, slides and Data Visualization tools (Google Looker Studio)

3SQL Knowledge and Python Programming (Intermediate Level)

4Google Sheets and Excel

5Hands on experience in Automation projects of Google

Certification

  • Quality Analyst
  • Six Sigma (Yellow Belt)

Languages

Hindi
First Language
English
Proficient (C2)
C2

Affiliations

  • Reading and Mobile Gaming
  • Travelling, Playing Violin

Timeline

Quality Analyst

HCL Tech
07.2022 - Current

Contact Center Associate

Webhelp
12.2014 - 01.2021

Practitioner-CRM Operations

Concentrix
06.2013 - 09.2014

Bachelor of Computer Applications - Computer Science And Programming

Veer Bahadur Singh Purvanchal University

Intermediate

Shah Faiz Public School [CBSE Board]

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Achal KushwahaQuality Analyst