Arpit Shukla
Noida
Summary
Results-driven Quality Team Leader with over 6.5 years of experience in quality support operations. Expertise in streamlining processes and enhancing system efficiency, while leading teams to uphold quality assurance protocols. Committed to implementing corrective actions that ensure product compliance and fostering a culture of continuous improvement.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Quality Team Leader
Sookshm Information Service Private Limited
Noida
04.2026 - 09.2026
- Drove initiatives to improve QA to QC, Sales Pitch Quality & Customer Experience
- Reviewed sales non-compliance, fake commitments, and mis-selling cases to identify root causes.
- Supported the team of quality analysts in reviewing sales calls to maintain strong CSAT and conversion quality.
- Assisted with BQ and OJT audits, call calibrations, and coordination with sales training and ops team to keep accuracy above 95%.
- Built Pareto and trend analyses for top defects and helped drive corrective and preventive actions.
- Redesigned Quality Scorecard and Audit Form to align with Housing.com sales process.
- Conducted coaching and feedback sessions for Bottom Quartile performers, enhancing Quality scores.
- Prepared Weekly / Monthly Quality Dashboard (MOM Report) and presented to Management.
- Partnered with Sales Managers to address escalations and enhance lead-to-site-visit conversion.
- Ensured process adherence for RERA compliance, pricing information & project details.
Quality Team Lead
Ienergizer
Noida
05.2024 - 02.2026
- Led and managed a team of Quality Analysts for RBL Bank Credit Card inbound customer service process.
- Monitored inbound calls to ensure adherence to processes, product knowledge, and effective customer handling.
- Conducted Call Calibration with Operations, Training & Client to maintain consistent audit quality.
- Performed Root Cause Analysis (RCA) on repeat complaints related to billing, payment, limit enhancement, reward points & card charges.
- Improved CSAT, FCR & Quality Scores through regular coaching, feedback and focused training interventions.
- Improved CSAT, FCR & Quality Scores through regular coaching, feedback and focused training interventions
- Ensured 100% compliance on regulatory and disclosure part - MITC, Fees & Charges, Grievance Redressal.
- Handled escalations, customer dissatisfaction audits and conducted TNI / TNA for bottom performers.
- Implemented corrective and preventive actions to reduce average handling time, escalations, and customer complaints.
- Prepared Daily, Weekly, Monthly Quality MIS, Dashboard and MOM reports for internal & client review.
- Audited customer interactions across voice to ensure authentication, verification & DNC process compliance.
Sr.Quality Analyst
Easemytrip.com
New Delhi (Patparganj)
11.2022 - 04.2024
- Monitoring calls and sharing feedback with the team.
- Participated in call listening session to evaluate team performance.
- Coordinated team sessions based on project needs to improve collaboration.
- Attended A2A calibration sessions to align internal and external performance standards.
- Working on the performance of the O-30 bucket.
- Provided training and assistance to new joiners regarding process knowledge.
- Delivering all targets with defined tat.
- Regularly monitoring an exciting daily target.
- Conducted root cause analysis to identify issues impacting performance.
Quality Analyst
Tech Mahindra
Noida
09.2019 - 12.2021
- Conducted root cause analysis to identify issues.
- Participated in call listening sessions to evaluate performance.
- Monitoring calls and sharing feedback with team.
- Internal and external calibration attend, rating shared.
- Arranged sessions with the team to address specific topics.
- Working on the performance of the O-30 bucket.
- Delivering all target with defined tat.
- Trained and assisted new joiners on process knowledge to ensure smooth onboarding.
- Managed a team of junior customer service representatives.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Acknowledging and resolving customer complaints.
- Ensure customer satisfaction and provide professional customer support
Education
MS/M.Sc - Science
Dr Ram Manohar Lohia Avadh University
Faizabad01-2019
B.Sc - Bachelor of Science -
Dr Ram Manohar Lohia Avadh University
Faizabad01-2017
Skills
- Quality Assurance Processes
- Quality Management System
- Quality Improvement Plans
- Quality Audit
- Process Enhancements
- Process Improvements
- Root Cause Analysis
- Live Audit
- Calibration
- Performance Calibration
- Call Monitoring
- Call Quality
- FCR
- CSAT
- Compliance
- Data Analysis Techniques
- KPI Reporting
- Customer Segmentation
- Improvement Plan
- Client Support
- Training
- Team Training
- Feedback
- Customer Relationship
- Team Training
Personal Information
Title: Quality Team Lead
Certification
Master of Science:Dr R.M.L.A.University, Time Management by SEED, Leadership Essentials By SEED, Project Management by SEED
LANGUAGES
English, Hindi
Projects
365 Days, Water Refinarry, Water Refinarry on chemical wark in Gomti River
Timeline
Quality Team Leader
Sookshm Information Service Private Limited
04.2026 - 09.2026
Quality Team Lead
Ienergizer
05.2024 - 02.2026
Sr.Quality Analyst
Easemytrip.com
11.2022 - 04.2024
Quality Analyst
Tech Mahindra
09.2019 - 12.2021
MS/M.Sc - Science
Dr Ram Manohar Lohia Avadh University
B.Sc - Bachelor of Science -
Dr Ram Manohar Lohia Avadh University