ANUBHAV .
Quality Analyst
Summary
Dedicated Quality Analyst and Trainer with 4.5 years of experience at Excitel Broadband Pvt. Ltd., specializing in ensuring high-quality customer interactions across voice calls and chat support. Experienced in conducting end-to-end call and chat audits, delivering actionable feedback, and facilitating structured training programs to enhance agent performance, compliance, and customer satisfaction.
Brings hands-on BPO customer support experience, with a strong understanding of real-time customer handling, escalation management, and operational workflows. Certified in Lean Six Sigma Green Belt and ISO 9001:2015 Lead Auditor (July 2025, The Knowledge Academy), offering a solid foundation in process improvement, root cause analysis, and quality management systems.
Seeking an opportunity to leverage expertise in quality assurance, training, auditing, and continuous improvement to drive operational excellence and contribute to organizational success.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Quality Analyst
Excitel Broadband Pvt Ltd
09.2022 - Current
- Conduct call audits and Chat audits to assess quality standards, and provide actionable feedback to improve performance.
- Maintain performance dashboards, and share detailed daily reports for operational insights and tracking.
- Analyze data and provide actionable insights to management for process improvements and training needs.
- Conduct quality evaluations of customer interactions to ensure adherence to company policies, procedures, and quality standards.
- Deliver comprehensive training sessions to new hires and existing staff on product knowledge, customer service skills, and compliance regulations.
- Mentor and coach agents to improve performance, address skill gaps, and achieve individual and team targets.
- Collaborate with cross-functional teams to identify areas for improvement, and implement solutions to enhance overall customer satisfaction.
- Conduct regular calibration sessions with supervisors and team leaders to ensure consistency in evaluation processes.
- Participate in call monitoring, and provide feedback to agents for continuous improvement.
- Conduct engaging and interactive training sessions for new hires and existing agents, covering topics such as customer service best practices, call handling techniques, product knowledge, and system navigation.
- Identify areas for improvement, and conduct targeted training sessions to enhance agent skills, such as active listening, empathy, conflict resolution, and problem-solving.
- Educate agents on quality assurance processes, guidelines, and metrics, and provide training on how to deliver high-quality customer interactions while adhering to company standards and policies.
- Provide one-on-one coaching and feedback to agents to address performance gaps, improve productivity, and achieve performance targets.
- Ensure agents are proficient in using new processes, systems, and technologies by providing comprehensive training, and ongoing support.
- Maintain accurate records of training activities, attendance, and performance evaluations. Generate reports and analyze data to track training effectiveness, and identify areas for improvement.
- Develop personalized performance improvement plans (PIPs) based on identified gaps and areas of improvement, outlining specific objectives, strategies, and timelines for implementation.
Subject Matter Expert
Excitel Broadband Pvt Ltd
07.2021 - 09.2022
- Provide expert-level support to resolve escalated technical and service-related issues from customers and call center representatives, ensuring timely and accurate resolutions.
- Handle live customer support calls as an SME in a BPO environment, assisting customers directly with complex queries and critical issues while maintaining quality and compliance standards.
- Act as a subject matter expert for the call center team, offering real-time guidance on live calls, conducting floor support, and mentoring agents to improve technical knowledge, communication skills, and first-call resolution (FCR).
- Analyze customer interactions and agent queries to identify root causes, recurring issues, and process gaps, and collaborate with Quality, Operations, and Technical teams to implement preventive and corrective actions.
- Support new joiners and existing agents through on-the-job training, call calibrations, and knowledge refreshers, helping improve overall team performance and CSAT.
- Develop, update, and maintain knowledge base documentation, including SOPs, FAQs, troubleshooting guides, call flows, and best practices to ensure consistent and effective issue resolution.
- Assist Quality and Training teams by sharing insights from escalations and customer feedback to drive continuous process improvement and operational excellence.
Education
Certification - Lean Six Sigma Green Belt
The Knowledge Academy
07.2025
Certification - ISO 9001:2015 Lead Auditor
The Knowledge Academy
07.2025
Bachelor of Arts - undefined
Delhi University
01.2020
ITI Certification - Information And Communication Technology System Maintenance
ITI
01.2020
Skills
Quality assurance and evaluation
Certification
Lean Six Sigma Green Belt – The Knowledge Academy, 07/2025
DISCLAIMER
I hereby declare that all the information mentioned above is true to the best of my knowledge, and I bear the responsibility for the correctness of the above-mentioned particulars. Date: Place
PERSONAL DETAILS
- Date of Birth: 16th March 2000
- Nationality: Indian
- Marital Status: Unmarried
- Gender: Male
Timeline
Quality Analyst
Excitel Broadband Pvt Ltd
09.2022 - Current
Subject Matter Expert
Excitel Broadband Pvt Ltd
07.2021 - 09.2022
Bachelor of Arts - undefined
Delhi University
ITI Certification - Information And Communication Technology System Maintenance
ITI
Certification - Lean Six Sigma Green Belt
The Knowledge Academy
Certification - ISO 9001:2015 Lead Auditor
The Knowledge Academy