Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Jatin Sharma

Indore

Summary

Experienced Quality Professional with a demonstrated history of working in the outsourcing/offshoring and edtech industry. Skilled in Customer Support, Team Leadership, Team Management, Compliance, Fraud Investigations, Process Improvement and QC Tools. Good at identifying process gaps and providing prompt solutions. Analytical Quality Control Team Lead with progressive experience identifying and solving quality issues at early stages. Dedicated to team-focused problem-solving resulting in proven, consistent product launches that satisfy quality-focused customers. Accomplished technical and interpersonal leader and communicator with sound judgment and decision making skills.

Overview

7
7
years of professional experience

Work History

Aux Quality Team Lead,

Enewcleus
Indore
06.2023 - Current
  • Quality Assurance & Control, Process improvement, Team Management & Client Relationship
  • As a Quality Professional, I have a proven track record in bringing reforms in the existing system & processes, streamlining the operational framework, ensuring completion of assigned tasks within the predefined SLAs & TAT, achieving superior quality benchmarks by strengthening internal competencies & driving operational excellence
  • Exhibited as a highly people-driven leader and has proven abilities in developing high performance teams by organizing state-of-the-art training programs on quality tools, processes & operational technicalities
  • Providing appropriate feedback at each step & ensuring that the quality standards are met
  • Demonstrate strong oral, written, and interpersonal communication skills resulting in the ability to interface with leaders and staff at all levels within the organization
  • Compiled and distributed feedback to leaders & BAU Heads.

Quality Analyst

Teleperformance
Indore
01.2018 - 09.2023
  • Conduct various process audits as per guidelines and SOPs defined in QMS
  • Prepare findings from the report and share it with the account/project leadership on daily/weekly/monthly, as required.
  • Perform different audits of conversations (chats/calls) to identify the frauds and possibilities of potential fraud in the process
  • Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
  • Evaluated performance metrics from existing processes to recommend improvements in product quality.
  • Taking fraud prevention sessions of new joiners to make them aware about the company policies
  • Responsible for making and collating data of different audits and preparing the dashboard for the operations
  • Take actions on any frauds done by the operation staff based on CQM(Call Center Quality Management).

Customer Care Executive

Teleperformance
Indore
07.2017 - 12.2017
  • Resolving customer complaints
  • Providing complete information about the product to the customer
  • Solving all product or service related issues of the customers
  • Making products and services reports by collecting and analyzing the information provided by the customers.
  • Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
  • Investigated customer complaints and provided solutions within acceptable time frames.
  • Processed orders, returns, exchanges, and refunds efficiently according to company policies.

Education

Bachelor of Commerce - Accounting And Business Management

A.P.J Abdul Kalam University
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07-2023

Skills

  • Proficiency in MS - Office, Excel and PowerPoint
  • Strong Written and Communication skills
  • Team Management
  • Analytical and Presentation skills
  • Attention to detail
  • Data Analysis
  • Standard Operating Procedures
  • Process Improvement
  • Leadership
  • Google Sheets
  • Fraud Investigations

Accomplishments

  • Achieved 3 times Performer of the month award for Quality Analyst.
  • Got Rewards for completion of KRA's 5 Times.
  • Implement new Sales Pitch and Procedures for the learners.

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Aux Quality Team Lead,

Enewcleus
06.2023 - Current

Quality Analyst

Teleperformance
01.2018 - 09.2023

Customer Care Executive

Teleperformance
07.2017 - 12.2017

Bachelor of Commerce - Accounting And Business Management

A.P.J Abdul Kalam University

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Jatin Sharma