Kulish Sharma
Bengaluru
Summary
Quality and Compliance professional with over 6 years of experience ensuring process quality, audit governance, and compliance across large delivery accounts. Proven expertise in audit planning, quality metrics analysis, root cause analysis, training deployment, and stakeholder reporting. Strong exposure to internal and external audits, SOP governance, and driving continuous improvement initiatives to meet client and organizational quality standards.
Overview
7
7
years of professional experience
4
4
Certifications
Work History
Sr. Quality Analyst
Regalix
Bengaluru
06.2025 - Current
- Track and review end-to-end process quality through scheduled audits across the account.
- Manage end-to-end quality governance for large B2B client accounts, ensuring adherence to SLAs, SOPs, and client-defined quality benchmarks.
- Analyze audit data to assess account performance on quality parameters, and identify error trends.
- Prepare detailed quality and compliance reports for internal leadership and business stakeholders.
- Deliver client-focused training sessions and refreshers to improve agent readiness and customer experience.
- Support internal and external audits, ensuring compliance readiness, and documentation accuracy.
- Conduct a root cause analysis of errors, and identify training interventions to bridge quality gaps.
- Drive monthly quality and process training sessions using classroom and web-based methods.
- Support compliance readiness by maintaining audit documentation and supporting internal and external audits.
- Act as a key client-facing quality SPOC, supporting U.S. stakeholders through regular performance discussions, calibrations, and action planning.
Quality Analyst
Unacademy
03.2024 - 06.2025
- Conducted process and customer interaction audits to ensure high-quality learner and partner experiences.
- Collaborated with operations and management teams to analyze trends and improve service quality.
- Supported management reviews by preparing quality metrics, insights, and corrective action updates.
- Delivered targeted trainings based on audit findings, improving process adherence and client satisfaction.
- Assisted with onboarding and enablement for new teams and processes.
Quality Analyst
Taskus India
03.2023 - 12.2023
- Performed quality audits on customer-facing and compliance-driven processes for global B2B clients.
- Participated in regular calibrations with Quality, Operations, and Compliance stakeholders to ensure scoring alignment.
- Supported client reporting through dashboards, insights, and recommendations.
- Provided structured coaching and feedback to improve customer interactions and operational performance.
- Conducted quality checks on KYC and Customer Due Diligence files for global clients (including Amazon).
Quality Analyst
Teleperformance Global Pvt. Ltd.
08.2020 - 11.2022
- Conducted high-volume quality audits to ensure compliance with internal standards and client requirements.
- Maintained audit evidence, compliance documentation, and remediation trackers.
- Supported internal and external audits by coordinating with delivery and quality teams.
- Delivered refresher trainings and coaching sessions based on audit outcomes.
- Collaborated with delivery leadership to improve quality scores, and reduce defect rates.
Executive Team Leader
Solitaire Incorporation
09.2018 - 08.2020
- Managed end-to-end event operations and team execution for corporate and promotional events.
- Led a team of 15 members, handling staffing, scheduling, onboarding, and daily operations.
- Coordinated directly with clients and vendors to ensure seamless event delivery and stakeholder satisfaction.
- Conducted regular performance reviews, feedback sessions, and team calibrations.
- Supported client calls, WBR-style performance discussions, and post-event reviews at a leadership level.
Education
Bachelor in Computer Software Engineering - Computer Science
Punjab Technical University
Mohali08-2015
Intermediate -
C.B.S.E, Dayanand Public School
NabhaMatriculation -
C.B.S.E, Kendriya Vidyalaya
NabhaSkills
- Client Relationship & Stakeholder Management (US Clients)
- B2B Operations & SaaS Delivery Support
- Quality Governance, Audits & Compliance
- Client Calibrations & Performance Reviews
- QBR / WBR Preparation & Presentation
- Cross-Functional Collaboration (Ops, Product, Training)
- Training Delivery & Client Enablement
- Event Operations & Team Management (Solitaire Inc)
- Root Cause Analysis & Continuous Improvement
- Dashboards, Metrics & Executive Reporting
- Tools: MS Excel, PowerPoint, Word, QA Dashboards
Accomplishments
• Best Quality Analyst – 3 Consecutive Months.
• Handled client calls and WBR at the QA level.
• Best Quality Analyst for three consecutive months.
• Handled a new project as Lead QA.
• Led the QA function for a new project launch as Lead QA.
• Supervised a team of 12 staff members.
• Handled client calls and WBR at the QA level.
• Best Quality Analyst for three consecutive months.
• Handled a new project as Lead QA.
• Led the QA function for a new project launch as Lead QA.
• Supervised a team of 12 staff members.
Certification
https://verify.skilljar.com/c/mb6jbrg6db4p
Timeline
Sr. Quality Analyst
Regalix
06.2025 - Current
Quality Analyst
Unacademy
03.2024 - 06.2025
Quality Analyst
Taskus India
03.2023 - 12.2023
Quality Analyst
Teleperformance Global Pvt. Ltd.
08.2020 - 11.2022
Executive Team Leader
Solitaire Incorporation
09.2018 - 08.2020
Bachelor in Computer Software Engineering - Computer Science
Punjab Technical University
Intermediate -
C.B.S.E, Dayanand Public School
Matriculation -
C.B.S.E, Kendriya Vidyalaya