Akash Lama
Gurugram
Summary
Dynamic Quality Analyst with a proven track record at Concentrix, enhancing moderation accuracy by 20% through innovative quality metrics. Skilled in performance analysis and compliance, I excel in training and development, fostering team efficiency and operational excellence. Proficient in JIRA and metrics tracking, I deliver impactful results in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Quality Analyst
Concentrix
Gurugram
04.2022 - Current
- Spearheaded implementation of new quality metrics, improving moderation accuracy by 20%.
- Conducted consistent performance audits and one-on-one feedback sessions, boosting team efficiency by 15%.
- Collaborated on and introduced streamlined content review workflows, reducing content review time by 10%.
- Developed comprehensive training materials and facilitated QA workshops for new hires.
- Cross-Channel Auditing: Conducted comprehensive quality audits across Content Moderation, Voice, and Chat channels to ensure strict adherence to internal policies and client Service Level Agreements (SLAs).
- Collaborated with legal and policy teams to ensure strict compliance with data privacy regulations.
- Utilized internal QA tools and spreadsheets to conduct performance analysis, report on errors, and track key metrics.
Content Moderator - Quality Control Focus
Concentrix
Gurugram
05.2021 - 04.2022
- Reviewed flagged user-generated content for compliance with platform policies and safety standards, enhancing content quality and user safety.
- Identified and reported gaps in content policies, delivering actionable feedback that informed updates to policy development.
- Contributed to team initiatives to refine review guidelines and streamline operational workflows, improving overall review efficiency.
Customer Service Executive
Fusion
Kolkata
09.2020 - 05.2021
- Resolved customer inquiries across multiple channels (phone, email, chat), consistently achieving high CSAT scores.
- Resolved complaints through effective communication and problem-solving.
- Facilitated team target achievement by building customer rapport and executing up-selling strategies.
- Assisted customers with inquiries and product issues.
- Processed orders accurately using company software systems.
Education
Bachelor of Arts (BA) - Arts
Sangai International University
Manipur04-2021
Skills
- Quality Assurance Testing
- Automated Testing
- Functional Testing
- Metrics Tracking
- Auditing
- Compliance
- Process Optimization
- Performance Analysis
- JIRA
- Bug Tracking Tools
- Microsoft Excel
- Google Sheets
- CRM Systems
- Training & Development
- Feedback Delivery
- SQL
Skills And Tools
Auditing, Process Optimization, Performance Analysis, Training & Development, Multi-Channel Audits (Voice/Chat/Content), Compliance, Metrics Tracking, Feedback Delivery, MS Excel (Advanced), Google Sheets, CRM Systems, JIRA (Basic), Bug Tracking Tools (Concepts), Manual Testing (Developing Proficiency), API Testing (Developing Proficiency), SQL (Developing Proficiency), English, Hindi, Nepali, Bengali
Timeline
Quality Analyst
Concentrix
04.2022 - Current
Content Moderator - Quality Control Focus
Concentrix
05.2021 - 04.2022
Customer Service Executive
Fusion
09.2020 - 05.2021
Bachelor of Arts (BA) - Arts
Sangai International University