ROMIKA SHARMA
Chandigarh
Summary
Detail-oriented and performance-driven professional with strong experience in quality analysis, customer service, and SME responsibilities. Seeking a challenging role where I can apply my analytical skills and expertise.
Experienced Quality Analyst in case auditing, compliance monitoring, and performance improvement. Good experience in training the team.
Skilled in providing actionable feedback, and supporting agent development.
Overview
7
7
years of professional experience
Work History
Quality Analyst
TaskUs
Mohali
09.2022 - 02.2026
- Conducted Strategic audits to identify areas for performance enhancement
- Evaluated customer interactions for compliance with quality standards and SOPs
- Documented findings and created reports for management review
- Collaborated with teams to develop quality improvement initiatives
- Provided feedback and coaching to agents on quality standards
Customer Service Specialist
Teleperformance
10.2020 - 09.2022
- Retained customers by identifying their needs promptly and efficiently
- Maintained compliance and quality benchmarks to ensure service excellence
- Assisted with resolving escalated customer issues by providing advanced technical support
- Trained other staff members on various aspects of advanced technical support responsibilities
Customer Care Executive
Conneqt Business Solutions Ltd
Mohali
04.2019 - 03.2020
- Delivered professional and courteous support to address sales and service needs for each customer.
- Managed customer calls while ensuring high standards of service quality.
- Cultivated strong customer relationships through effective communication and attentive listening.
Education
Bachelor of Arts -
IGNOU
Jammu01.2026
High School Diploma -
IGNOU
Jammu03.2019
10th -
JKBOSE
Jammu03.2014
Skills
- Microsoft Office applications
- Audit processes
- Quality improvement
- Training and coaching
- Risk assessment
- Basic IT troubleshooting
- Six Sigma methodology (DMAIC)
Languages
English
Upper Intermediate (B2)
B2
Hindi
Native
Native
Punjabi
Intermediate (B1)
B1
Timeline
Quality Analyst
TaskUs
09.2022 - 02.2026
Customer Service Specialist
Teleperformance
10.2020 - 09.2022
Customer Care Executive
Conneqt Business Solutions Ltd
04.2019 - 03.2020
Bachelor of Arts -
IGNOU
High School Diploma -
IGNOU
10th -
JKBOSE