Kailash Patil
Quality Analyst
New Delhi,KA
Summary
A people person with a creative flair. Proficient in researching, writing, and editing diverse content. Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects. Able to work with minimal input to produce engaging, authoritative, and error-free work.
Overview
2
2
Languages
1
1
year of post-secondary education
7
7
years of professional experience
Work History
Customer Service Associate
Amazon India Development center
New Delhi, Delhi
06.2020 - Current
- Provided exceptional customer service to all incoming clients Diffuse intense customer situations to maintain high-level of satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed and actualized customer service initiatives to decrease wait times.
Quality Analyst
FIS Global, Fidelity National Information Services
New Delhi, Delhi
12.2015 - 05.2019
- Monitored calls for the process of feedback, coaching, and calibration to ax out errors, discrepancies, and possible process improvement scope.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Determined proper corrective actions to bring quality in line with business requirements.
- Developed and implemented regular call listening and coaching routines with associates.
- Served as a "second voice" to Team Leaders/Managers to reinforce positive messaging and creating the best possible customer experience.
- Collaborated with Business intelligence and training teams to meet the program goals and other interventions.
Sr. Customer Service Associate
FIS Global, Fidelity National Information Services
Gurgaon, New Delhi, Delhi
10.2013 - 12.2015
- Achieved and surpassed performance goals by approaching all interactions with organized and relationship-driven approaches.
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Education
BA - Psychology Hons
IGNOU
06.2020 - Current
HSC - undefined
Kendriya Vidyalaya No. 2, New Delhi
SSC - undefined
Kendriya Vidyalaya No. 2
Skills
Correction action planning
Sampling
QA methodologies mastery
Report creation
Quality Improvement
International sales support
Complaint resolution
Good listening skills
Strong written and verbal communication skills
Strong organizational skills
Strong compositional skills
Hobbies
A musician, love vocals and playing instruments. A keen cook in the kitchen. Avid traveler. Special love for photography and interiors.
Timeline
BA - Psychology Hons
IGNOU
06.2020 - Current
Customer Service Associate
Amazon India Development center
06.2020 - Current
Quality Analyst
FIS Global, Fidelity National Information Services
12.2015 - 05.2019
Sr. Customer Service Associate
FIS Global, Fidelity National Information Services
10.2013 - 12.2015
SSC - undefined
Kendriya Vidyalaya No. 2
HSC - undefined
Kendriya Vidyalaya No. 2, New Delhi