Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Himanshu Shekhar

Himanshu Shekhar

New Delhi

Summary

To ensure products, services, or systems meet established quality standards and customer expectations. This involves testing, analyzing data, and collaborating with various teams to identify and resolve defects, ultimately improving quality and customer satisfaction while adhering to industry standards, regulations, risk and company policies.

Overview

7
7
years of professional experience

Work History

Quality Analyst

Kotak Mahindra Bank Ltd
Noida
12.2023 - Current
  • - Auditing calls and providing feedback to ensure compliance and service excellence.
  • - Ensured adherence to regulatory and internal compliance norms.
  • - Provide data-driven feedback and coaching to improve service delivery.
  • - Conduct regular dip checks, RCA reviews, and ensure adherence to process workflows.
  • - Quality Monitoring: Conduct audits of complaint cases to ensure accuracy, fairness, completeness, and adherence to internal policies and regulatory guidelines.
  • - Complaint Resolution: Manage complex and escalated complaints, ensuring timely resolution with a strong focus on customer satisfaction.
  • - TAT (Turnaround Time) Management: Monitor and track complaint cases to ensure closure within defined timelines; proactively identify and escalate potential delays to drive timely resolution.
  • - Root Cause Analysis: Analyze trends in recurring complaints to identify underlying issues and recommend actionable improvements to mitigate future occurrences.
  • - Process Improvement: Propose and implement initiatives to enhance complaint handling procedures and elevate the overall customer experience.
  • - Reporting & Analytics: Generate regular reports highlighting complaint trends, quality scores, TAT compliance, and resolution effectiveness to support strategic decision-making.
  • - Training & Feedback: Provide structured feedback and guidance to complaint handling teams to ensure adherence to quality standards and compliance requirements.

Quality Analyst

Concentrix
Gurgaon
11.2019 - 11.2023
  • - Monitored and evaluated calls/chats to ensure adherence to ensure compliance, process and resolution quality.
  • - Assisted customers with banking and credit card queries.
  • - Provided resolutions related to their accounts.
  • - Supported banking and financial services with strong knowledge of customer handling and process policies.
  • - Assisted in agent onboarding training, policy refresher sessions and quality improvement projects.

Sales Executive

Rayna Tours Pvt Ltd
Pune
01.2018 - 08.2019
  • - Sold tourism packages to customers via call and chat services.
  • - Coordinated transport services, ensuring timely pick-up and drop-off.
  • - Assisted customers in applying for tourism visas for Dubai and Abu Dhabi.

Education

Bachelor of Engineering -

University of Pune
Pune, Maharashtra
07.2015

Skills

  • - Quality Auditing and Call Monitoring
  • - Root Cause Analysis & Corrective Action Plans - Regulatory and Internal Compliance
  • - Customer Service & Issue Resolution
  • - Microsoft Excel, PowerPoint
  • - KPI & SLA Tracking
  • - Contact Centre Operations
  • - Training, Feedback & Performance Coaching

Languages

- Hindi, - English

Timeline

Quality Analyst

Kotak Mahindra Bank Ltd
12.2023 - Current

Quality Analyst

Concentrix
11.2019 - 11.2023

Sales Executive

Rayna Tours Pvt Ltd
01.2018 - 08.2019

Bachelor of Engineering -

University of Pune

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Himanshu Shekhar