Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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AKHIL LUCOSE

AKHIL LUCOSE

Quality Analyst
BANGALORE

Summary

Objectives I am seeking employment with a company where I can use my talents and skills to grow and expand the company. I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities. I want to excel in this field with hard work, perseverance and dedication. I want a highly rewarding career where I can use my skills and knowledge to help the company and my coworkers be successful. I am seeking a company where I can use my experience and education to help the company meet and surpass its goals. I want to be part of the success in an environment of growth and excellence. I am seeking a competitive and challenging environment where I can serve your organization and establish an enjoyable career for myself.

Overview

12
12
years of professional experience
7
7
years of post-secondary education
1
1
Language

Work History

Analyst

Accenture
Bangalore
02.2020 - Current
  • Validated results and performed quality assurance to assess accuracy of data.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Identified and resolved problems through root cause analysis and research.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Generated reports detailing findings and recommendations.

Senior Quality Analyst

Edureka
03.2021 - 01.2021
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Mentored and coached team members on QA topics and strategies.
  • Ensure that the ISM is using the appropriate sales pitch
  • Ensure that the ISM is using the appropriate sales pitch
  • To check if ISM has used right E-mail etiquette
  • Make sure that the leads are answered within the given time frame
  • Assign the payments to appropriate ISM by checking the given criteria
  • Conduct Weekly Refresher Training for the bottom Quartile and Tracker the performance

Quality specialist

AEGIS Limited
05.2011 - 03.2019
  • To audit the number of calls, Chats and Mails to meet the metric given by the client.
  • Sharing feedback to the agents to bring up the performance.
  • Attend call calibrations (Internal and External).
  • Audit Repeat calls and understand issues to avoid repeat calls.
  • Conduct refresher training for bottom performers.
  • Bring in necessary changes/suggestion to the process
  • To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about
  • To check if the CSR has used the right telephone etiquette and followed appropriate hold procedures and has a given a proper resolution for the customer’s request
  • Maintain the Quality of the handled process as per the given parameters
  • Ensure appropriate & effective resolution has been made to the issues raised

Quality Analyst

Simplilearn solution Pvt Ltd, AEGIS Limited
07.2016 - 05.2017
  • Audit the internal sales calls and identify if there is ISM using the appropriate sales pitch
  • Check if the assigned leads are contacted in a stipulated time
  • Check if the leads are followed up one time
  • Provide Training to new hire
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Monitored KPIs to proactively address bottlenecks and quality issues.

Education

BBM -

St Joseph Evening College
06.2011 - 06.2015

PUC -

Krupanidhi College
06.2009 - 05.2011

SSLC -

Shanthi Niketan High School
03.2008 - 03.2009

Skills

Planning and Coordination

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Additional Information

  • Name: Akhil Lucose
  • Passport No: P1225380
  • Date of Birth: 01/09/1992
  • Father’s name: V P Lucose
  • Sex: Male
  • Marital Status: Married
  • Religion: Christian
  • Nationality: Indian

Timeline

Senior Quality Analyst

Edureka
03.2021 - 01.2021

Analyst

Accenture
02.2020 - Current

Quality Analyst

Simplilearn solution Pvt Ltd, AEGIS Limited
07.2016 - 05.2017

BBM -

St Joseph Evening College
06.2011 - 06.2015

Quality specialist

AEGIS Limited
05.2011 - 03.2019

PUC -

Krupanidhi College
06.2009 - 05.2011

SSLC -

Shanthi Niketan High School
03.2008 - 03.2009

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AKHIL LUCOSEQuality Analyst