Dikshant Sethi
Mohali,Punjab
Summary
A dedicated and results-oriented professional with excellent communication and decision-making skills, and the ability to influence at all levels. I am now seeking a challenging next step in a role which would drive me to apply and enhance my acquired experience to-date, keen to learn from exposure to new situations and adaptable to different environments, as well, being self-motivated with the commitment and flexibility to achieve results which are in sync with both corporate goals and personal values, earning the respect of my team through my 'hands-on' approach and my 'leading by example' attitude, I encourage initiatives which support individuality and initiative amongst staff.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
Studio 24
Zirakpur
06.2024 - 10.2025
- Created a streamlined process for call flow and service culture for the Sales Agents where they can handle UK domain clients for their Travel Bookings.
- Escalating Feedback to direct stake holders of Operations as sites are in Noida, Bangalore and Dehradun.
- Managing and Deep diving on feedback reviews on Trust Pilot and focusing on agents for their more call logs.
- Teaching Bangalore site new hires for their MTIs and Service Culture.
- Since the day of joining till today made a decline for negative reviews to almost 1.25 percent.
- Functioning as White Magic Travels/Business Flight Shop & Sky America
Quality Assurance Analyst
NVAG
Mohali, PB
10.2023 - 12.2023
- Auditing Calls and Emails of Sales Representatives those who are dealing with Customers residing in USA and booking tickets for travelling to India.
- Regular Feedback coaching sessions on Call Flow and How to Handle USA Customers.
- Working on RCA of the Sales Representative's negative reviews shared on Trust Pilot Website.
- Helping OPS team in finding if Sales Representative is providing correct Itinerary to the Customers.
- Functioning as FaretoIndia.
Fraud Prevention Analyst
SRP U.S Logistics
Mohali, PB
05.2023 - 09.2023
- Auditing Calls and Emails of Sales Representatives those who are dealing with U.S.A Trucking companies and Shippers and Carriers.
- Maintaining data for Compliance Audits including Sales Revenue, Any kind of non-complaint activity inclusive of giving business outside the company with a margin involved.
- Finding Root Cause for not generating sales by working on data and past sales.
- Helping leadership in making process compliant and error free.
Quality Assurance Analyst (MasterClass US NonVoice)
TaskUs
04.2022 - 03.2023
- Supporting Associates on Slack Channel as it was a Pilot Process.
- Maintaining data for Compliance Audits including DNS Audits (Survey not sent Compliance).
- Coaching the Associates every Friday when volume was low.
- Participating in Client Calibrations every Tuesday and MoM used to be shared.
- Controlling the process with errors in terms of attributes.
- Supporting the process with updates on Bi Weekly Call wherein client used to come on a zoom call to share the updates and as per flow, it was cascaded to the associates, team leads and SME.
Quality Assurance Analyst (Amazon UK Process)
Teleperformance
10.2016 - 03.2022
- Analysing the data shared by operations regarding Seller Contacts.
- Maintaining the data using quality check tools.
- Coaching the Associates using Sandwich policy after monitoring the Contacts.
- Participating in calibrations with the client and the team.
- Minimising the process with the errors.
- Supporting the process with updates.
Seller Support Executive (Amazon UK Process)
Teleperformance
01.2016 - 10.2016
- Assisting sellers on emails, obtaining client information to assist with Seller Account.
- Informing clients by explaining procedures; answering questions; providing information.
- Managing and resolving Seller's complaints.
- Providing Sellers with product and service information.
- Adhering to standards and guidelines; meeting Seller expectations.
- Constantly updating job knowledge through training on the job.
- Achieving key targets.
Education
B. Com - undefined
AISSCE Examination - Class XII
06.2009
AISSCE Examination - Class X
06.2005
Skills
- Building effective & productive relationships
- Conflict management
- Influencing and negotiation skills
- Core Analytical skills
- Ability to manage & prioritise varying needs
- Strong consulting experience
- Coaching
- Support
- Mentoring
- Identifying & managing best resources
- Technical Skills: Windows
- MS Office
- Outlook
- Gmail
- All Amazon Tools
- Zendesk
- Slack
- Zoho
- Vonage
- Turvo
- Salesforce
- RingCentral
- Gradwell
Languages
Fluent in English & Hindi (spoken & written)
Fluent in Punjabi (spoken)
Personal Information
Nationality: Indian
Hobbies and Interests
- An active volunteer in many competitions for several years at school level extra-curricular activities.
- Music
- Movies
- Travelling
- Socialising
Timeline
Quality Assurance Analyst - Studio 24
06.2024 - 10.2025
Quality Assurance Analyst - NVAG
10.2023 - 12.2023
Fraud Prevention Analyst - SRP U.S Logistics
05.2023 - 09.2023
Quality Assurance Analyst (MasterClass US NonVoice) - TaskUs
04.2022 - 03.2023
Quality Assurance Analyst (Amazon UK Process) - Teleperformance
10.2016 - 03.2022
Seller Support Executive (Amazon UK Process) - Teleperformance
01.2016 - 10.2016
Jaipur National University - B. Com,
Tagore Public School - AISSCE Examination, Class XII
Tagore Public School - AISSCE Examination, Class X