Kriti Jaiswal
Indore
Summary
I'm a passionate QA professional with a proven track record in ensuring top-notch customer service in the fast-paced world of BPO. I believe that quality assurance is not just about catching errors, but also about enhancing the overall customer experience. I'm excited to bring my dedication to continuous improvement and my ability to collaborate effectively to your team, helping to elevate service quality and exceed client expectations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Quality Analyst
Policyx.com
Indore
11.2024 - Current
- Weekly audit coverage.
- Rebuttals need to be checked within 24 hours.
- Twice participation in internal calibration.
- Weekly Audit Report to be prepared, and Daily Biases dashboard to be shared.
- The MBR report needs to be prepared on monthly biases.
- Suggestions need to be shared for process enhancement.
- Hygiene audits (rejected lead validation).
- Need to conduct a dip check on recent updates.
- Team Calibration weekly, and Team Session weekly biases.
- Responsible for CQ scores and responsible for soft skill training, and BQ sessions need to be conducted on a monthly basis.
Quality Analyst
Connect Business Solutions Limited
Indore
05.2022 - 11.2024
- Weekly audit coverage.
- A rebuttal needs to be raised within 48 hours.
- Twice participating in Internal Calibration and External Calibration.
- Weekly login hours' completion.
- ACPT audits also need to share the process gap or suggestion on weekly bases.
- Repeat audits (to identify why the customer is repeated).
- Dip check.
- Hygiene audits (Call Drop Validation, System Hang-up, and any recent updates).
- Team Calibration weekly and Team Session weekly biases.
- Responsible for ISAT scores and CQ scores.
- Training was taken for NHT batches during the time of sales.
Aux Quality Analyst
Teleperformance
Indore
04.2021 - 08.2022
- Weekly audit coverage.
- Rebuttals need to be raised within 48 hours.
- Twice participation in internal calibration and external calibration.
- Weekly login hours' completion.
- Accept audits.
- Good calls (weekly, five calls, dip check).
- Hygiene audits.
- I worked as a Customer Care Executive for six months, where I needed to handle customer concerns about delivery, product-related issues, and complaints, and I had a target to achieve an ISAT of 96%.
Technical Customer Care Representative
Teleperformance
Indore
05.2018 - 07.2019
- Resolving complex customer experience passionate above building strong customer relationship & increasing customer engagement
TeleCaller
Patrika Newspaper
Narmadapuram
02.2017 - 04.2018
- Doing Cold Calling and responsible of customer equerry and complain
Education
Completed Coursework towards HSC -
Samaritans Senior Secondary School
Narmadapuram, MPCompleted Coursework towards SSC -
Samaritans Senior Secondary School
Narmadapuram, MPCompleted Coursework towards B.com -
N.M.V Collage
Narmadapuram, MPSkills
- Problem-solving abilities
- Mx Excel
- Google Sheets
- Leadership
- Motivation
- Time management
- Root cause analysis
- Team collaboration
- ChatGPT
- AI hacks
- 7 QC tools
Certification
- Leadership Development Training - Connect Business Solutions Limited
- ChatGPT & AI Hacks with MS Office - Skill Nation
Achivements
- Best quality auditor in 2022 at QConnect Business Solutions Limited
- Bonanza winner in 2023
- Winner from May to July for Best Quality Performer at QConnect Business Solutions Limited
- Best quality auditor in March '25 at Policyx.com
- Promoted from quality analyst to senior quality analyst at PolicyX.com in August 2025
Hobbies and Interests
- Dance
- Painting
- Clay modeling
- Sketching
Personal Information
Date of Birth: 05/13/00
Languages
- English
- Hindi, Native or Bilingual Proficiency
- English, Native or Bilingual Proficiency
Timeline
Senior Quality Analyst
Policyx.com
11.2024 - Current
Quality Analyst
Connect Business Solutions Limited
05.2022 - 11.2024
Aux Quality Analyst
Teleperformance
04.2021 - 08.2022
Technical Customer Care Representative
Teleperformance
05.2018 - 07.2019
TeleCaller
Patrika Newspaper
02.2017 - 04.2018
Completed Coursework towards HSC -
Samaritans Senior Secondary School
Completed Coursework towards SSC -
Samaritans Senior Secondary School
Completed Coursework towards B.com -
N.M.V Collage