Kshitiz Sengar

• Reviewed and analyzed customer feedback to identify areas of improvement in IELTS test quality.
• Conducted root cause analysis to investigate the source of problems in test process/journey.
• Provided thorough documentation on all quality control activities and results.
• Ensured compliance with company standards, regulations and procedures related to quality control.
• Evaluated performance metrics from existing processes to recommend improvements in product quality.
• Performed data analysis using statistical methods to assess trends in process defects.
• Participated in continuous improvement initiatives by suggesting changes or modifications to existing processes or procedures.
• Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
• Maintained quality assurance procedure documentation.

• Managing quality and compliance aspects for Lenkart US.
• Key responsibilities are monitoring and evaluating Customer Service specialists' performance for consistency in adherence to quality and compliance guidelines, providing direct feedback regarding their strengths and weaknesses.
• Leading calibration sessions and supporting new hire QA training. Maintaining reports and data for quality functions, productivity, and further analysis.
• Run a continuous Bottom Quartile Management program within the process. To constantly evaluate and improve existing quality SOPs and protocols to match customer expectations, service delivery levels, and industry standards.

• Worked for EverQuote's internal Quality and compliance group, while handling a team of 4 QAs.
• Key responsibilities were to gauge, understand, implement, and maintain adherence to all required quality standards and procedures/protocols to deliver the best and consistently improving results for the business and our internal and external customers.
• Learned and worked with various tools such as Tableau, Snowflake, Salesforce, Genesys, Twilio, Google Office, MS Excel, and PowerPoint, etc.
• Worked directly under Vice President of Marketing to analyze and optimize TV ad spend and customer acquisitions.
• Participated in and led regular spot checks, calibration sessions, new hire trainings, compliance audits, and various other team/ad-hoc activities.
• Created, got approved, and implemented a zero tolerance policy and guide for the program.

Working for Verizon Wireless, U.S. Account, chat process.

Monitored chats to provide actionable items and shared insights on how the performance can be improved. Assisted in creating a Quality Assurance Manual for the program.

Worked as a CCE and got promoted to become a QA/Auditor, handling U.S. Clients and quality assurance functions for Sprint Mobile Chat process for IBM GPS/Concentrix at their Gurgaon location.

I was responsible for auditing the chats/calls and giving feedback to the agents on a regular basis.