Jatin Kumar
Gurugram
Summary
Results-driven Quality Analyst with proven strengths in quality assurance, performance evaluation, and effective communication. Committed to enhancing compliance and training initiatives to drive product quality and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Cognizant Technology Solutions Ind. Pvt. Ltd
Gurugram
03.2022 - Current
- Conducted comprehensive analysis of WBR, MBR, and QBR data to pinpoint improvement trends.
- Evaluated performance metrics to recommend enhancements in product quality.
- Documented test cases and results for compliance and review purposes.
- Assisted in training new team members on testing procedures and tools.
- Implemented corrective actions to elevate product quality.
- Reviewed customer feedback to identify areas needing improvement.
- Conducted audits on customer interactions across phone, email, and chat to ensure adherence to quality standards.
Senior Process Associate
Ienergizer IT services Pvt. Ltd.
Noida
06.2018 - 03.2022
- Functioned as a senior associate within customer service for Electronic Arts.
- Resolved escalated issues from customers in a timely manner while ensuring satisfaction with solutions provided.
- Identified needs of customers promptly and efficiently.
- Onboarded new employees by providing training materials and guidance.
Process Executive
Ienergizer IT services Pvt. Ltd.
Noida
06.2015 - 02.2017
- Served as process executive for Credit One Bank's customer support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
Education
Bachelor in Commerce -
Choudhary Charan Singh University
Meerut09-2016
Skills
- Quality assurance and compliance
- Performance evaluation and review
- Team training and development
- Effective communication skills
- SOP creation and management
- Proficient in MS Office
- Quality improvement tools
- Proficient in Google Sheets
Timeline
Quality Analyst
Cognizant Technology Solutions Ind. Pvt. Ltd
03.2022 - Current
Senior Process Associate
Ienergizer IT services Pvt. Ltd.
06.2018 - 03.2022
Process Executive
Ienergizer IT services Pvt. Ltd.
06.2015 - 02.2017
Bachelor in Commerce -
Choudhary Charan Singh University