Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Apoorv Singh

Gurugram

Summary

Results-oriented Quality Analyst with over 4 years of experience optimizing call center performance, QA processes, and customer satisfaction. Skilled in call monitoring, root cause analysis, compliance auditing, and KPI-driven feedback delivery. Proven ability to increase quality scores, streamline SOPs, and reduce escalation rates through actionable insights and cross-functional collaboration.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Quality Coach

Allianz Partners
Gurugram
03.2024 - Current
  • Conducted 30+ audits weekly across customer interactions, leading to a 15% improvement in QA scores through actionable feedback.
  • Implemented KPI tracking dashboards for team performance, reducing reporting cycle time by 20%.
  • Led weekly calibration sessions to ensure scoring consistency, achieving a 92% alignment rate with internal stakeholders.
  • Revised QA SOPs and documentation, reducing compliance errors by 20% and supporting cross-team knowledge alignment.

Lead Quality Analyst

WNS Global Services
Gurugram
09.2023 - 03.2024
  • Diagnosed service gaps via RCA, reducing quality issues by 18% and driving improvements in customer interactions.
  • Built automated Excel-based quality reports, saving 10+ hours monthly and increasing visibility on QA trends.
  • Trained and mentored 8 junior analysts, improving team audit accuracy and standardization.
  • Presented performance insights to stakeholders, directly influencing updates to QA policies and procedures.

Quality Analyst

TaskUs
Gurugram
12.2021 - 08.2023
  • Performed 40+ audits weekly across voice, email, and chat channels, sustaining a 95% compliance adherence rate.
  • Co-developed training content that improved CSAT by 8% and reduced agent onboarding time by 30%.
  • Authored and maintained QA scorecards, checklists, and SOPs for two high-volume client accounts.
  • Partnered with operations to address repeated defects, reducing reoccurrence by 22%.

Customer Service Representative

Teleperformance
Gurugram
11.2020 - 11.2021
  • Delivered support to 50+ customers daily with a 93% first-call resolution rate and 90%+ average QA scores.
  • Proactively escalated service issues and contributed to knowledge base updates and process improvements.
  • Recognized as a top performer for maintaining high CSAT and low escalation rates.

Customer Service Associate

Caterpillar
Lucknow
12.2018 - 03.2020
  • Managed high-volume customer support with a 4.6/5 average CSAT score across service channels.
  • Collaborated with QA and Ops teams to streamline escalation processes and reduce resolution time.

Education

Bachelor of Computer Applications (BCA) -

Integral University
Lucknow
01.2020

Skills

  • Quality Assurance & Auditing
  • Call Monitoring & Evaluation
  • Root Cause Analysis (RCA)
  • Process Compliance & SOP Development
  • Performance Metrics & KPI Analysis
  • Customer Satisfaction (CSAT), First Call Resolution (FCR), AHT
  • Calibration & Coaching Sessions
  • QA Tools: NICE, Calabrio, Salesforce, Zendesk, Avaya
  • Reporting Tools: Microsoft Excel (Pivot Tables, VLOOKUP, Dashboards)
  • Six Sigma (Basic Knowledge)
  • Escalation Management

Certification

  • Six Sigma White Belt Certification, In Progress
  • Internal QA Calibration Training, TaskUs, 2022
  • Advanced Excel for Data Analysis, Self-paced

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Quality Coach

Allianz Partners
03.2024 - Current

Lead Quality Analyst

WNS Global Services
09.2023 - 03.2024

Quality Analyst

TaskUs
12.2021 - 08.2023

Customer Service Representative

Teleperformance
11.2020 - 11.2021

Customer Service Associate

Caterpillar
12.2018 - 03.2020

Bachelor of Computer Applications (BCA) -

Integral University

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Apoorv Singh