Hardik Neema
Indore
Summary
Dynamic Quality Supervisor with a proven track record at TaskUs, achieving 95% quality scores while leading a team of 25+ analysts. Expert in Root Cause Analysis and stakeholder management, fostering team engagement and driving performance improvements. Recognized for excellence in quality management and awarded Best Supervisor four times.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Supervisor
TaskUs
12.2024 - Current
- Supervised quality operations across 4 LOBs, achieving 95%+ quality scores
- Led a team of 25+ Quality Analysts, ensuring SLA and compliance adherence
- Conducted RCA & CAPA to address quality dips and sustain performance
- Facilitated calibration sessions with clients/stakeholders to align scoring
- Built and maintained dashboards & reports (Excel, Google Sheets) for insights
- Identified training gaps via audits; collaborated on refresher sessions
- Managed stakeholder communication through WBR/MBR presentations
- Oversaw attrition, engagement & PIP for performance improvement
- Earned Best Supervisor title (4x) for excellence in quality leadership
Quality Analyst
TaskUs
08.2021 - 11.2024
- Quality Analysts (QAs) play a crucial role in ensuring that the services provided meet the required standards and client expectations.
- Reviewing and assessing calls, emails, or other customer interactions to ensure adherence to quality standards and procedures.
- Analyzing performance data and metrics to identify trends, areas for improvement, and potential issues.
- Providing constructive feedback to agents based on their performance evaluations and offering coaching to help them improve their skills and adhere to quality standards.
- Identifying areas where processes can be improved to enhance efficiency, accuracy, and customer satisfaction.
Customer Service Representative
Amazon India Pvt. Ltd
08.2019 - 07.2021
- Handled customer inquiries and complaints via phone, email, and chat
- Resolved customer issues in a timely and professional manner
- Achieved and exceeded performance metrics such as customer satisfaction, productivity, and quality
Education
MBA - Marketing
NMIMS Global Access School For Continuing Education
01-2022
B.COM (HONS.) -
Maharaja Ranjit Singh College
Indore01-2016
Skills
🔹Quality Methodologies
- Quality Assurance
- Root Cause Analysis (RCA)
- Risk Analysis
- 7 QC Tools
🔹 People Management
- Stakeholder Management
- Leadership Development
- Conflict Management
🔹 Technical Skills
- MS Office 365
- Google Sheets
- Power BI
- Tableau
Accomplishments
- Consistently earned Master blaster monthly Award
- 6 Promotions in 1 year under My leadership
Certification
- White Belt Lean Six Sigma Certified
- TLPA Certified (Team Leader Preparatory Academy)
- Excel for Data Analytics
Timeline
Quality Supervisor
TaskUs
12.2024 - Current
Quality Analyst
TaskUs
08.2021 - 11.2024
Customer Service Representative
Amazon India Pvt. Ltd
08.2019 - 07.2021
MBA - Marketing
NMIMS Global Access School For Continuing Education
B.COM (HONS.) -
Maharaja Ranjit Singh College