ASHWANI KUMAR RAI
New Delhi
Summary
Seasoned Quality Analyst with proven experience in coordinating and conducting testing of analytical samples. Reliable leader to QC team, supporting work prioritisation, organisation and improvement. Brings proven interpersonal skills in communicating theoretical procedures and concepts across departments.
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst
Webhelp India / Concentrix
New Delhi
2021.08 - Current
- Advocated for the adoption of best practices in quality assurance across the organisation.
- Coordinated with regulatory bodies to comply with quality standards and certifications.
- Managed defect tracking system, ensuring timely resolution of issues.
- Facilitated training sessions for junior analysts, focusing on quality assurance methodologies.
- Engaged with stakeholders to gather feedback and integrate into quality improvement plans.
Senior Service Advisor
Concentrix Daksh
New Delhi
2019.07 - 2021.08
- Handled complex customer complaints, resolving issues swiftly to maintain positive relationships.
- Organised staff schedules to maximise productivity while ensuring adequate coverage during peak times.
Customer Delight Associate
Jindal Intellicom
New Delhi
2018.07 - 2019.04
- Facilitated seamless returns and exchanges, adhering to company policies while prioritising customer convenience.
Education
B.Tech (Mechanical Engineering) -
Pranveer Singh Institute Of Technology, Dr. A.P.J. Abdul Kalam Technical University
2017
Certificate of Higher Education -
Udaipratap Public School, Varanasi, CBSE
2012
High School -
Udaipratap public school, Varanasi, CBSE
2010
Skills
- Chat quality audit
- CSAT improvement
- DSAT analysis and reporting
- Performance monitoring and evaluation
- Root cause analysis
- CRM/Salesforce tool knowledge
- Trends analysis
- Microsoft Excel Knowledge
- Enthusiastic Team Player
Accomplishments
- Green belt certified.
- Best rating in team during last 2 years.
- Got two time award for most customer centric chat and for best quality chat.
- Continuously got good rating on performance parameter in Concentrix Daksh.
- Placed in day one recruiter of college Infosys limited.
- Qualified GATE examination 2017.
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Senior Quality Analyst
Webhelp India / Concentrix
2021.08 - Current
Senior Service Advisor
Concentrix Daksh
2019.07 - 2021.08
Customer Delight Associate
Jindal Intellicom
2018.07 - 2019.04
B.Tech (Mechanical Engineering) -
Pranveer Singh Institute Of Technology, Dr. A.P.J. Abdul Kalam Technical University
Certificate of Higher Education -
Udaipratap Public School, Varanasi, CBSE
High School -
Udaipratap public school, Varanasi, CBSE
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