Jatin Kumar
Gurgaon
Summary
Dedicated professional demonstrating strengths in customer experience management and quality assurance. Adapts to evolving business needs through effective communication and problem-solving skills. Committed to delivering high-quality support and ensuring compliance with data protection regulations, enhancing customer trust and satisfaction.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Cognizant Technology Solutions India Pvt Ltd
Gurgaon
03.2022 - Current
- Supported monitoring of key quality metrics such as accuracy, precision, and recall to ensure compliance with defined SLAs.
- Developed and implemented quality checklists/SOPs to standardize auditing processes.Used data analysis tools (Excel, SQL, dashboards) to track and improve quality metrics
- Assisted in analysing audit data to uncover trends and recurring errors that aided in quality improvement initiatives.
- Collaborated with cross-functional teams to refine QA frameworks and improve review consistency.
- Contributed to the delivery of weekly and monthly quality reports that provided insights for stakeholders in WBR, MBR, and QBR meetings.
- Participated in calibration sessions to align on policy & compliance interpretation and reduce reviewer variance.
- Supported automation/AI quality checks by validating model outputs.
Senior Process Associate
iEnergizer IT Services Pvt Ltd
Noida
06.2018 - 03.2022
- Provided high-quality support to global players via multiple channels (chat/email), resolving gameplay, account, and transaction issues in a timely manner.
- Provided high-quality support to global players via multiple channels (chat/email), resolving gameplay, account, and transaction issues in a timely manner.
- Maintained high customer satisfaction (CSAT) scores consistently above 92%.
- Facilitated user requests under General Data Protection Regulation (GDPR), managing data access, correction, and deletion while ensuring compliance with regulatory timelines.
- Handled Right to Be Forgotten (RTBF) requests, ensuring complete and accurate deletion of user data across systems
Customer Support Associate
iEnergizer IT Services Pvt Ltd
Noida
06.2015 - 02.2017
- Resolved customer inquiries efficiently through inbound and outbound calls, ensuring high satisfaction levels.
- Assisted customers with credit card account queries, including billing payments, credit limits, and transaction details.
- Educated customers on account features and payment options to encourage responsible credit use.
- Handled transaction disputes and guided customers through the chargeback process.
- Identified potential fraudulent activities and escalated concerns to relevant teams for resolution.
- Ensured compliance with financial regulations and internal policies while handling sensitive customer data.
- Followed strict verification processes to maintain account security and prevent unauthorised access.
- Ensured confidentiality and compliance with data protection standards while managing sensitive customer information.
Education
B.Com - Commerce
Chaudhary Charan Singh University
Meerut, Uttar Pradesh01-2016
Skills
- Data Analysis & Tools: Microsoft Excel, Google Sheets (advanced functions, data analysis, reporting)
- Database Knowledge: SQL (basic querying, data extraction)
- Quality Management: 7 QC Tools (Cause & Effect Diagram, Pareto Chart, Control Charts, Check Sheets, Histograms, Scatter Diagrams, Flowcharts)
- Quality Assurance: Auditing, Process Improvement, Root Cause Analysis, Performance Monitoring
- Compliance & Data Handling: GDPR, RTBF, Data Privacy & Confidentiality
- Customer Support: Escalation Handling, Customer Experience Management, SLA & KPI Adherence
Timeline
Quality Analyst
Cognizant Technology Solutions India Pvt Ltd
03.2022 - Current
Senior Process Associate
iEnergizer IT Services Pvt Ltd
06.2018 - 03.2022
Customer Support Associate
iEnergizer IT Services Pvt Ltd
06.2015 - 02.2017
B.Com - Commerce
Chaudhary Charan Singh University