Manish Sharma
Vadodara
Summary
Results-driven Quality Control Analyst at Archer Transnational Systems LTD with expertise in quality assurance and data analysis. Proven ability to enhance production accuracy and develop corrective action plans. Adept at Excel and effective listening, consistently improving processes and ensuring compliance with regulatory standards.
Overview
11
11
years of professional experience
Work History
Quality Control Analyst
Archer Transnational Systems LTD
Vadodara
09.2023 - Current
- Analyzed production accuracy to formulate corrective action plans.
- Performed root cause analysis to identify problems and corrective action plans.
- Maintained quality assurance procedure documentation.
- Monitored and upheld safe operating procedures and clean area mandates to meet regulatory requirements.
- Assisted with the development of new products by providing feedback on design specifications based on quality control requirements.
- Preparing reports in Excel.
- Making a dashboard for consolidated data and daily tasks.
Real Time Analyst(RTA) for PDC & Aceable
Etech Global Services
Vadodara
08.2022 - 09.2023
- Maintaining the attendance of agents on a daily basis.
- Sharing updates on headcount and shrinkage on a daily basis.
- Gathering raw data from the company's website and creating reports for agents' daily work, call details, break details, and activity in excel.
- Managing breaks for agents based on their availability.
- Providing support related to data or process requirements.
- Providing data and reports as per the business requirement.
Quality Analyst for Chime
Etech Global Services
Vadodara
07.2021 - 08.2022
- Auditing agent calls/emails on daily basis and creating the audit report
- Ensure that the quality is maintained by agents to enhance customer experience and build company reputation
- Following all the KPIs and auditing the calls/emails as per the given parameters
- Sharing feedback with agents to improve their conversation skills and to avoid any mistakes or false practice during the call
Offline Support Team for Verizon Service
Etech Global Services
Vadodara
12.2019 - 07.2021
- Maintaining agents data on daily basis
- Gathering all raw data from the companies website and creating reports on Daily and MTD basis
- Working on all the vouchers given by agents to customers and approving after checking the eligibility
- Auditing revenue details on daily basis and sharing reports based on it
Customer Experience Specialist for Verizon Service
Etech Global Services
Vadodara
06.2019 - 12.2019
- Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs
- Established warm and friendly rapport whilst interacting with customers on live chat
- Built rapport with customers through courteous and professional communications
- Monitored customer surveys and feedback to develop corrective actions for service-related issues
- Followed scripts and processes to uphold brand standards
- Remained updated on company earnings through regular product research
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions
- Established warm and friendly rapport whilst interacting with customers on live chat
Email Support Representative for Airtel Payment Bank
Kochar tech
Vadodara
03.2017 - 06.2019
- Sending response to customers for their query, issues and providing them solutions for the same
- Handling concerns or issues of customers and sharing the proper solution to them
- Banking activations with specific timelines
- Account checkup on regular basis for fraud, suspicious customers
- Deactivating/Reactivating accounts as per customers request
- Transferring issues related to transactions/app related issues to concerned department
Chat Representative for Telenor
Kochar Infotech
Vadodara
11.2016 - 02.2017
- Handling concerns or issues of customers and sharing the proper solution to them
- Converse with customers in real time and providing them solution for their issues and concerns
- Sharing the account details to customers as per the request
- Checking for better plans or account related support as per the concern
Technical Support(THD)
Wipro Infotech (Glennmark pharma)
Andheri
02.2015 - 09.2015
- Technical support over call or Remote support(Teamviewer)
- Handling calls for technical support on ticket basis
- Formatting Laptops/Desktops and installing softwares and required security applications as per the company requirement
- Troubleshooting issues related to system/outlook/softwares
Desktop Engineer
Siskom Technologies (Maruti Sai Service)
Vasai
08.2014 - 11.2014
- Handling four different locations for Maruti Suzuki (Vasai, Virar, Palghar and Dahanu)
- Maintaining all the systems, routers, printers and other IT devices on all locations
- Troubleshooting PC, routers, network related issues, printers and server related problems
- Printers installation on all locations and network setup/maintenance on regular basis
- Maintaining all the details for all locations regarding the assets and the systems
Education
BCOM - Bcom
St. Peters College(Mumbai University)
Mumbai04-2013
SSC & HSC - Bcom
Sheth Vidya Mandir College
Vasai03-2010
Skills
- Effective Listening
- Adaptability
- Report/Data work
- Excel
- Energetic Work Ethic
- Remote Teamwork
- Problem Solving
- Quality Assurance (QA) controls
- Query Resolution
- Typing speed- 65-70 WPM
- Quality assurance
- Data analysis
- Microsoft Excel
- Dashboard creation
- Process improvement
- Quality control data compilation
Affiliations
- I like being active in Financial investing such as share market, NPS, etc.
- Passionate about technology, with a focus on researching new technologies, smartphones, and related innovations
- Driving Enthusiast with a Passion for Automotives.
Languages
- English
- Hindi
- Marathi
- B2
- 4
- A2
- 2
- A1
- 1
- B1
- 3
Personal Information
Date of Birth: 01/23/92
Disclaimer
I hereby declare that all the information made in this resume is true, complete and correct to the best of my knowledge and belief. In the event of any information being found false or incorrect, I shall be responsible for the same.
Hobbies and Interests
- Learn new things
- IT/Tech Stuff
- Research new Technologies/IT
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Marathi
Intermediate (B1)
B1
Timeline
Quality Control Analyst
Archer Transnational Systems LTD
09.2023 - Current
Real Time Analyst(RTA) for PDC & Aceable
Etech Global Services
08.2022 - 09.2023
Quality Analyst for Chime
Etech Global Services
07.2021 - 08.2022
Offline Support Team for Verizon Service
Etech Global Services
12.2019 - 07.2021
Customer Experience Specialist for Verizon Service
Etech Global Services
06.2019 - 12.2019
Email Support Representative for Airtel Payment Bank
Kochar tech
03.2017 - 06.2019
Chat Representative for Telenor
Kochar Infotech
11.2016 - 02.2017
Technical Support(THD)
Wipro Infotech (Glennmark pharma)
02.2015 - 09.2015
Desktop Engineer
Siskom Technologies (Maruti Sai Service)
08.2014 - 11.2014
BCOM - Bcom
St. Peters College(Mumbai University)
SSC & HSC - Bcom
Sheth Vidya Mandir College
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