Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ayush Sharma

Royal Court, Greater Noida

Summary

Experienced and detail-oriented Quality Analyst with over 5 years of proven expertise in the Trust and Safety domain of the online gaming industry. Skilled in leadership, quality assurance, process improvement, and team collaboration. Demonstrated success in implementing quality parameters, delivering impactful feedback, and streamlining internal processes. Expertise in analyzing and enhancing the quality of products and services with established benchmark with quality initiatives and operational excellence in moderating user-generated contents.

Overview

7
7
years of professional experience

Work History

Quality Analyst

IEnergizer
01.2022 - Current
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Developed and maintained quality assurance procedure documentation.
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Conducted quality audits and identified root causes (RCA) of inefficiencies, leading to desired improvement in process adherence within the Trust and Safety department.
  • Developed and implemented feedback mechanisms, such as Q&A forms and quizzes, which resulted as adequate increase in knowledge retention among team members.
  • Led the creation of the "QA Workshop” a forum that brought together team members and management to discuss feedback techniques, resulting as improvement in team communication and collaboration.
  • Delivered high-quality coaching and feedback, contributing to satisfactory decrease in customer complaints related to Moderation issues in user-generated contents.
  • Increased customer satisfaction by mentoring junior analysts and providing actionable feedback, helping reduce error rates in reviewed reports.
  • Hosted bi-monthly shadow calls with clients to identify tool challenges, review quality metrics, and drive improvements, contributing to a 40% improvement in client satisfaction scores.
  • Collaborated with cross-functional teams to understand requirements and provide feedback on quality issues.
  • Participated in continuous improvement initiatives to enhance quality assurance strategies and practices.
  • Provided training and support to new team members on quality assurance standards and best practices.

Customer Service Executive

iEnergizer
09.2019 - 01.2021
  • Delivered exceptional customer service in a high-volume environment, resolving Moderation-related queries within 24 hours.
  • Handled sensitive customer interactions and escalations, maintaining a customer satisfaction rate of 90% or higher.
  • Provided outstanding customer service in a fast-paced setting, ensuring Moderation-related issues were resolved within a 24-hour timeframe.
  • Managed delicate customer engagements and escalations, consistently achieving a customer satisfaction rate of 90% or above.
  • Worked with customer service team to achieve targets and improve service quality.

Guest Service Officer

Plaza Premium Lounge, IGI Airport
01.2020 - 10.2020
  • Provided outstanding guest service, creating a warm and inviting atmosphere for all visitors.
    Streamlined the check-in and check-out process, ensuring precision in record-keeping and financial transactions.
    Offered knowledgeable assistance to guests regarding lounge offerings, amenities, and local points of interest, elevating their stay.
    Ensured prompt and high-quality food and beverage service in coordination with kitchen and service personnel.
    Addressed and resolved guest concerns swiftly, showcasing excellent problem-solving abilities and dedication to satisfaction.
    Upheld the lounge's cleanliness and order, complying with all health and safety standards.
    Worked collaboratively with the team to enhance service delivery and increase operational effectiveness.
    Handled financial transactions, including billing and payment processing, with attention to detail.

Internship

Crowne Plaza Hotel by IHG
06.2018 - 10.2018
  • Streamlined front desk operations, guaranteeing swift guest check-in and check-out.
  • Delivered outstanding customer service, swiftly addressing inquiries and resolving complaints.
  • Facilitated coordination of dining reservations and supported event setup for the food and beverage department.
  • Partnered with housekeeping to uphold superior standards of cleanliness in guest rooms and public spaces.
  • Contributed to team discussions focused on enhancing service quality and operational efficiency.
  • Managed inventory and supply procurement to maintain uninterrupted hotel operations.

Education

Bachelor of Science - Hotel And Hospitality Management

Chandigarh University
Chandigarh, India
01-2020

Intermediate (10+2) -

DAV Sushil Kedia Vishwa Bharati School
Lalitpur, Nepal
01-2017

High School -

Green Peace Academy
Kathmandu, Nepal
01-2015

Skills

  • Planning for corrective measures
  • Project Management
  • Data Analysis (Excel, Power BI, MS Word, Google sheets)
  • Trust and Safety Management
  • Time Management Skills
  • Problem-Solving Skills
  • Feedback & Coaching
  • Team Collaboration
  • Analytical Thinking
  • Quality Assurance
  • Leadership Skills
  • Data analysis using Microsoft tools
  • Slack, Zoom, Lark

Languages

English
Hindi
Nepali

Timeline

Quality Analyst

IEnergizer
01.2022 - Current

Guest Service Officer

Plaza Premium Lounge, IGI Airport
01.2020 - 10.2020

Customer Service Executive

iEnergizer
09.2019 - 01.2021

Internship

Crowne Plaza Hotel by IHG
06.2018 - 10.2018

Bachelor of Science - Hotel And Hospitality Management

Chandigarh University

Intermediate (10+2) -

DAV Sushil Kedia Vishwa Bharati School

High School -

Green Peace Academy

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Ayush Sharma