Dharmesh Jaiswal
Mumbai
Summary
Senior Quality Analyst with 18+ years of experience, including 9+ years in Quality Assurance across banking, customer service, and content moderation. Expertise in quality assurance, process improvement, MIS reporting, and compliance audits. Proven track record of reducing defects, improving KPIs, and enhancing operational efficiency. Skilled in data analysis, stakeholder management, and team coaching.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Sr Quality Analyst
Accenture Solutions Pvt Ltd
Project - Rainbow
09.2017 - Current
- Conduct quality audits of user-generated content to ensure compliance with platform policies
- Evaluate content accuracy and consistency against brand and regulatory guidelines
- Analyze quality trends and identify improvement opportunities using data insights
- Provide actionable feedback and coaching to moderation teams to improve performance
- Develop and enhance QA frameworks, policies, and best practices
- Collaborate with cross-functional teams to improve operational efficiency
- Act as Team Lead in absence of leadership and manage team operations
Sr CSA
Accenture Solutions Pvt Ltd
Project - PHH Mortgage Services
01.2012 - 09.2017
- Managed accounts receivable and debt recovery portfolios to improve cash flow
- Resolved customer disputes with high accuracy, minimizing escalations
- Ensured compliance with client requirements and internal policies
- Served as Quality SPOC, reducing defect rates and improving team performance
- Selected for Short Sale / Loss Mitigation based on performance excellence
- Contributed to process improvements and operational initiatives
Sr CSA
Zenta (Later owned by Accenture)
Project - Capital One Bank
03.2008 - 12.2011
- Handled inbound/outbound calls for billing, account updates, and service requests.
- Managed collections and improved recovery rates.
- Maintained SLA performance and high-quality customer interactions.
- Resolved escalations and mentored new team members.
CSA
Intelenet Global Services Pvt. Ltd.
Project - Vodafone
06.2007 - 03.2008
- Managed high-volume inbound calls and resolved customer queries
- Achieved high CSAT scores through effective communication
- Ensured accurate CRM documentation and compliance
- Supported upselling and customer retention initiatives
Education
Bachelor of Commerce -
MATS University
Raipur 06.2012 - 04.2015
Higher Secondary Certificate -
Thakur College of Science & Commerce
Mumbai 06.2002 - 05.2003
Secondary School Certificate
St. Francis High School
Mumbai 06.1999 - 04.2000
Skills
- Quality Assurance & Auditing
- Process Improvement
- MIS Reporting & Data Analysis
- Root Cause Analysis
- KPI Monitoring
- Compliance & Audit Reviews
- Stakeholder Management
- Team Coaching & Performance
- Improvement
- Documentation & Reporting
- Problem Solving & Decision Making
Technical Skills
- MS - Excel
- MS - Word
- MS - PowerPoint
Certification
- Employee Leadership Program (ELP) – Accenture (2024)
- AcQua Quality Analyst Certification – Accenture (2023)
Accomplishments
Multiple awards including
- Numero Uno Award
- Employee of the Month/Quarter
- Hallmark Awards (Best Quality Analyst)
- Recognized for outstanding quality scores and operational excellence.
Languages
English
First Language
Hindi
Proficient
C2
Marathi
Intermediate
B1
Timeline
Sr Quality Analyst
Accenture Solutions Pvt Ltd
09.2017 - Current
Bachelor of Commerce -
MATS University
06.2012 - 04.2015
Sr CSA
Accenture Solutions Pvt Ltd
01.2012 - 09.2017
Sr CSA
Zenta (Later owned by Accenture)
03.2008 - 12.2011
CSA
Intelenet Global Services Pvt. Ltd.
06.2007 - 03.2008
Higher Secondary Certificate -
Thakur College of Science & Commerce
06.2002 - 05.2003
Secondary School Certificate
St. Francis High School
06.1999 - 04.2000