Akash Kataria

Quality Analyst

Gurgaon

Summary

TELEPERFORMANCE | GURGAON, India CSA - Customer Service Associate TELEPERFORMANCE | GURGAON, India
Provided amazing customer service by greeting customers, attending to orders and addressing specific requests
Connected with customers by listening to concerns and answering questions
Gained familiarity with company products to answer customer questions and make recommendations
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
Contributed Ideas and practical solutions to support process Improvement efforts.

Professional with strong background in quality analysis, dedicated to improving call center performance through insightful evaluation and feedback. Skilled in identifying strengths and areas for development, ensuring consistent and high-quality customer interactions. Known for effective collaboration, adaptability, and delivering results that align with organizational goals. Adept at leveraging analytical skills and attention to detail to drive continuous improvement.

Overview

years of professional experience

Work History

Quality analyst

Teleperformance

03.2023 - 08.2025

Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
Monitored KPIs to proactively address bottlenecks and quality issues.
Analyzed quality and performance data to support operational decision-making
Led process improvement projects to help operations meet and exceed quality standards and reduce costs with the help of calibration techniques
Using the approach of Six Sigma in real life scenarios

Education

BA - Travel tourism and airport handling

SOL

01.2020

sol - undefined

01.2016

th10 -

Heera Public School

01.2014

Skills

Experience in quality assurance100% and testing, methodologies

Identifying and documenting defects and issues

Collaborating with development teams to ensure timely resolution of defects

Writing and maintaining test documentation and reports

Mentoring and providing guidance to junior QA team members

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Interests

Playing cricket, Gym or fitness

Timeline