Brijesh Singh
Noida
Summary
- Senior Quality Analyst with expertise in B2B, telecommunications and product-based organizations. Proven experience in US third-party credit card collections, effectively managing customer queries and providing solutions. Skilled in premium chat and email processes, ensuring high levels of customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work History
Quality Analyst (Sales)
Bridging Technologies
04.2023 - 11.2023
- Conduct comprehensive audits of sales representative and customer interactions, including phone calls, chat, and email, to ensure adherence to quality and compliance standards.
- Analyze and evaluate agent performance based on key performance indicators (KPIs) such as call quality, adherence to scripts, and customer satisfaction scores.
- Delivered actionable feedback to agents and managers, enhancing performance and customer experience.
- Collaborate with training teams to design and deliver targeted training programs to address skill gaps and improve overall quality.
- Prepared detailed audit reports and performance metrics, facilitating informed management review.
- Identified process improvement opportunities and collaborated with operations teams to implement effective changes.
- Assist in root cause analysis and resolution of customer complaints and escalations.
Sr Quality Analyst
Telus
Noida
12.2023 - 05.2026
- Conducted daily audits of sales agents, identifying and recommending closure opportunities.
- Facilitated client meetings, aligning on and crafting effective sales strategies.
- Presented monthly and weekly business reviews to showcase results.
- Led daily team huddles for process updates and communication.
- Managed team of 30 members, reviewing performance and providing targeted real-time coaching.
- Prepared daily reports for stakeholders to enhance transparency.
- Monitored customer experience and provided feedback for improvement.
Quality Analyst
Beyond Codes
03.2022 - 04.2023
- Gained experience in B2B sales, lead generation, and demand generation.
- Audited calls handled by experts and provided feedback in writing and verbally.
- Worked in multiple roles including process improvement, customer satisfaction, quality assurance, and opportunity finding.
- Ensured the quality of leads shared with clients.
- Monitored lead generation practices utilized by executives.
- Implemented process improvements and innovations.
- Prepared reports and dashboards, and managed data analysis.
- Taking New Initiatives to improve quality of lead generated, Customer Success, C-Sat.
Quality Analyst/ Fraud Analyst
Teleperformance
09.2020 - 03.2022
- Handle team size of around 30 agents by auditing assigned transaction and providing proper feedback to agents.
- Weekly Calibration Call with Client and Meeting with Operations (TL, ACCM).
- Monitor and evaluate randomly selected calls/chats to access associate and provide proper feedback.
- Maintain Quality Analysis & Fraud Analysis models to improve efficiency and effectiveness of company system.
- Produce reporting based on audit and offer suggestions for quality improvement.
COLLECTION EXECUTIVE & Customer Support Executive
Teleperformance
08.2019 - 08.2020
- Taking calls on dialler involving collections of past due amount from the credit card users and assisting them if they have any queries regarding their account.
- Ensure to meet collection Target every month.
- Settlement of accounts that are about to file bankruptcy.
- Third party collections for US, Canada & Europe geography.
Education
B-tech (ME)
MPGI
Jaipur01-2018
Accomplishments
- 400m gold medalist (Regional Level).
- Cultural Coordinator.
- Represent school and college cricket and basketball team (Regional Level).
Hobbies and Interests
- Running
- Cooking Food
- Trading
Timeline
Sr Quality Analyst
Telus
12.2023 - 05.2026
Quality Analyst (Sales)
Bridging Technologies
04.2023 - 11.2023
Quality Analyst
Beyond Codes
03.2022 - 04.2023
Quality Analyst/ Fraud Analyst
Teleperformance
09.2020 - 03.2022
COLLECTION EXECUTIVE & Customer Support Executive
Teleperformance
08.2019 - 08.2020
B-tech (ME)
MPGI