Khushant Mehta
Gurgaon
Summary
Detail-oriented Quality Analyst with a strong understanding of BPO processes and quality assurance methodologies. Proficient in conducting root cause analysis, identifying process gaps, and implementing corrective actions to improve performance metrics. Skilled in using data analysis to track trends and generate actionable insights.
Demonstrates a strong understanding of customer service principles and a commitment to process improvement. Eager to contribute to a culture of quality and efficiency in future organization.
Overview
7
7
years of professional experience
Work History
Senior Quality Analyst
Concentrix
Gurgaon
03.2021 - Current
- Monitoring, evaluating and / or auditing a sampling of inbound and/or outbound chats and other contact
methods including phone and email. - Reporting results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client,
- Account Management, and Resource Unit partners)
Participates in calibration sessions/call listening
sessions with Quality Leadership staff, Operations,
Program Management and clients to ensure scoring
consistency and best practices. - Participating in internal quality audits (e.g. periodic
audits of existing processes to determine process
control and efficiencies) designed to improve overall
contact quality and recommend changes. - Maintaining strong process knowledge base; strong
understanding of client products, services and/or
program strategies. - Meeting departmental productivity requirements (e.g., number of chats monitored per month, number of emails evaluated, etc.).
- Contributing to maintain forms and documents.
- Sharing Daily, weekly and monthly performance reports.
- Compliance check to ensure that business operates within the organization guidelines and regulations.
- Grooming the new hires in collaboration with training team,
Senior Associate Consultant
Polizybazaar.com
Gurgaon
07.2018 - 03.2020
- Maintained positive working relationship with
fellow staff and management. - Handled incoming/outgoing sales calls and also directed callers to
appropriate department or employee. - Contacting and engaging with prospective and existing customers via phone and email.
Delivering compelling sales presentations and product demonstrations. - Understanding customer needs and providing tailored solutions.
Education
Bachelor of Science - B.Tech- CSE
Chitkara University
Baddi, Himachal Pradesh05-2019
Skills
- Coaching individuals via observation, feedback and mentoring
- Chats/Calls monitoring and audits
- Focus audits to maintain compliance
- MS Excel
- Defect tracking tools
- Team assignments
- Documentation skills
- Strong communication skills
- Proficient in product and process Knowledge
Accomplishments
- Improved first Chat resolution rate by identifying and addressing common customer issues through detailed root cause analysis.
- Increased customer satisfaction (CSAT) scores through the development and delivery of comprehensive quality training programs.
- Contributed to the successful implementation of a new CRM system, ensuring data accuracy and improving customer service efficiency.
- Won highest number rewards in last financial year among Quality and Training team.
- Exceeded targets every month and exceeded the upline expectations.
- Rewarded for exceeding the CSAT for new hires by grooming the new hires in collaboration with trainers.
Timeline
Senior Quality Analyst
Concentrix
03.2021 - Current
Senior Associate Consultant
Polizybazaar.com
07.2018 - 03.2020
Bachelor of Science - B.Tech- CSE
Chitkara University
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