JITENDRA RAWAT

Managed team of 20 quality analysts, ensuring consistent adherence to audit standards and enhancing quality assurance.

• Directed quality function for Reliance Digital Process, establishing higher standards and improving team outcomes.
• Drove initiatives that improved NPS from 23 to 52.
• Communicated actionable quality trends and insights to site management, facilitating data-driven decision-making.
• Ensured compliance with quality standards, SOPs, and regulatory requirements.
• Facilitated call calibration sessions with operations and stakeholders for alignment.
• Prepared and presented quality dashboards, RCA, TNI, and performance reports weekly.
• Mentored quality analysts through regular feedback and coaching to improve audit accuracy.

• Developed and executed test plans to meet established objectives.
• Managed operation teams, ensuring adherence to quality standards and fostering continuous improvement.
• Conducted quality audits and trained operations executives to enhance compliance and performance.
• Monitored compliance with quality and industry regulatory requirements to mitigate risks.
• Anticipated customer needs and efficiently resolved issues.

• Conducted quality checks on content pre-launch to ensure alignment with platform standards.
• Employed Excel and internal tools to validate data completeness, contributing to data integrity.
• Analyzed data to identify abnormalities, enhancing overall accuracy and reliability.
• Collaborated with merchants, restaurants, and sales teams for streamlined operations.
• Supported team leader in coordinating project assignments.

• Resolved customer queries and complaints on Twitter and Facebook, enhancing customer satisfaction.
• Coordinated with technical and store outlet teams to resolve issues, improving response time.
• Served as single point of contact for prioritizing and managing resources, ensuring smooth operations.

• Provided urgent technical assistance and customer support to swiftly address critical issues and minimize customer downtime.
• Resolved escalated cases and supervisor inquiries through effective phone and email communication to ensure timely resolution.
• Enhanced customer satisfaction and business performance through effective support strategies.