Chetan Mahajan
Mumbai
Summary
Results-driven Quality Analyst with a proven track record at Accenture, leveraging Lean Six Sigma methodology to enhance quality and compliance. Skilled in data analysis and effective communication, I successfully implemented corrective actions that improved accuracy and customer satisfaction, while mentoring junior analysts to foster a culture of continuous improvement.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Accenture
Mumbai
12.2021 - 12.2024
- Conducted quality audits on calls, chats, and case interactions to ensure policy adherence, accuracy, and customer satisfaction for E-commerce process
- Provided constructive feedback and coaching to team members, improving first-contact resolution and CSAT
- Partnered with Team Leaders to analyze call metrics (AHT, resolution rate, ticket closure, and policy compliance)
- Drove weekly calibrations with clients and internal teams to align on evaluation standards.
- Created and presented weekly business review decks highlighting trends, RCA findings, and improvement opportunities
- Mentored junior Quality Analysts and supported cross-functional training initiatives
Quality Analyst
Accenture
Mumbai
11.2019 - 11.2021
- Led transaction quality reviews for global content moderation processes
- Conducted root cause analysis of recurring errors and implemented corrective actions, boosting accuracy and compliance
- Collaborated with cross-location QA teams to standardize audit methods and ensure consistency
- Reported quality trends and recommended process/system improvements to enhance customer safety and trust
Transaction Processing Associate
Accenture
Mumbai
01.2016 - 11.2019
- Delivered content moderation and user support for US market, ensuring alignment with global standards
- Monitored community trends, escalating significant cases to relevant stakeholders effectively
- Maintained up-to-date moderation guidelines and policies for consistent operations
- Provided actionable feedback to policy teams regarding emerging risks, aiding strategic decisions
- Shared insights from community moderation regularly with team lead to refine processes
- Kept abreast of global news impacting queue volume and community trends
- Acted as content moderator for US market, supporting a compliant user experience
Customer Service Associate
WNS Global Services
Mumbai
10.2013 - 08.2015
- Delivered back-office support for British Airways customers, handling queries related to bookings, flight changes, and travel policies
- Regularly followed up with customers until queries were fully resolved, ensuring high CSAT scores and customer loyalty
- Handled complaints and escalations with professionalism, ensuring positive outcomes
- Coordinated with internal departments (ticketing, baggage, refunds) to resolve complex cases
- Maintained up-to-date knowledge of airline products, policies, and procedures, enabling accurate and efficient support
Education
Data Analyst
Simplilearn - Mumbai, MH
01-2025
Excel For Data Analysis And Reporting
Udemy - Mumbai
01-2025
Benchmark
Six Sigma Green Belt
01-2025
The Securities Trade Lifecycle:Front Middleoffice
Udemy
01-2025
Bachelor of Management Studies -
Mumbai University
01-2012
Skills
- Lean Six Sigma methodology
- Effective communication
- Quality enhancement
- Data analysis
- Goal orientation
- Customer service
Timeline
Quality Analyst
Accenture
12.2021 - 12.2024
Quality Analyst
Accenture
11.2019 - 11.2021
Transaction Processing Associate
Accenture
01.2016 - 11.2019
Customer Service Associate
WNS Global Services
10.2013 - 08.2015
Data Analyst
Simplilearn - Mumbai, MH
Excel For Data Analysis And Reporting
Udemy - Mumbai
Benchmark
Six Sigma Green Belt
The Securities Trade Lifecycle:Front Middleoffice
Udemy
Bachelor of Management Studies -
Mumbai University