Mohit A Dasari
Quality Assurance Analyst
Pune
Summary
Knowledgeable professional offering 14 years of experience in quality control and operations. Focused, detail-oriented and dedicated to continuous improvement and helping the team produce top results.
Overview
16
16
years of professional experience
2011
2011
years of post-secondary education
Work History
Quality Analyst
Evolent Health
Pune
06.2024 - Current
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Analyzed quality and performance data to support operational decision-making.
- Audited Oncology and cardiology based processes.
- Audited Pre Authorization queries resolved by the operations Team
Senior Quality Assurance Analyst
Cotiviti India Pvt Ltd
06.2021 - 06.2024
- Responsible for call/data quality monitoring
- Provide feedback to agents using a prescribed feedback model
- Mentoring and coach agents on process-level issues
- Monitor adherence to compliance procedures and processes
- Responsible for conducting calibration and performance review call in terms of quality with the internal team
- Used quality monitoring system to compile and track individual and team performance
- Analyzed issues and recommended corrective actions to improve final results
- Identified quality problems and recommended solutions
- Conducted internal audits to measure adherence to established QA standards
- Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions
- Conduct refresher training on the basis of the errors identified
Sr Audit Assistant Support
Cotiviti India Pvt Ltd
06.2018 - 06.2021
- Auditing paid Insurance claims for a US-based, to find overpayments for payment accuracy
- Developed audit reports including, recommendations, conclusions and results
- Training and mentoring new employees on call handling and processing knowledge and providing feedback
- Maintained progress and productivity reports daily
- Communicated effectively with clientele to maintain customer satisfaction and loyalty
- Provided timely, courteous and knowledgeable responses to information requests
Customer Relations Manager
Legalforce RAPC India Ltd
05.2015 - 02.2017
- Responsible for the Customer support division at the Nagpur (India) Branch for the U.S
- Customer relations team of 14 CS executives
- Delegated work to executives, setting priorities and goals
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Resolved customer inquiries and complaints requiring management-level escalation
- Recruited and trained new employees to meet job requirements
- Reviewed completed work to verify consistency, quality and conformance
Customer Relations Executive
Sharma Abhyanker LLC
11.2012 - 03.2015
- Maintained high satisfaction ratings with customers by providing exceptional service and support
- Answered inbound calls, chats and emails to facilitate customer service
- Consulted with customers to resolve service and billing issues
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Maximized customer satisfaction by handling customer email and telephone interactions
- Informed customers about billing procedures, processed payments and provided payment options setup assistance
Customer Relations Advisor
Hutchison 3 Global Services Pvt. Ltd
05.2011 - 10.2012
- Handled UK 3 Mobile Customers queries
- Provided end-to-end technical assistance for Smartphones
- Handled Complaints Escalations process for Senior Management
- Updated Knowledge Database on regular basis for process improvement
- Coached new employees on Call handling & Process knowledge and provide Feedback when required
Team leader
Alacrity E-commerce solutions
07.2010 - 02.2011
- Customer queries
- Coaching new employees on call handling and process knowledge and providing feedback
- Taking supervisor calls regarding Product queries and complaints
Accounts Receivable Executive
Ascent Business solutions
12.2008 - 05.2010
- Performed day-to-day financial transactions, including verifying, classifying, computing, posting and recording accounts receivables data
- Utilized daily audit information to update ageing reports
Education
BBA - Marketing
Sindhu Mahavidyalaya (RTMNU)
Diploma in Mechanical Engineering - undefined
G.H.Raisoni Polytechnic
Personal Information
- Date of Birth: 06/24/87
- Gender: Male
- Nationality: India
- Marital Status: Married
Timeline
Quality Analyst
Evolent Health
06.2024 - Current
Senior Quality Assurance Analyst
Cotiviti India Pvt Ltd
06.2021 - 06.2024
Sr Audit Assistant Support
Cotiviti India Pvt Ltd
06.2018 - 06.2021
Customer Relations Manager
Legalforce RAPC India Ltd
05.2015 - 02.2017
Customer Relations Executive
Sharma Abhyanker LLC
11.2012 - 03.2015
Customer Relations Advisor
Hutchison 3 Global Services Pvt. Ltd
05.2011 - 10.2012
Team leader
Alacrity E-commerce solutions
07.2010 - 02.2011
Accounts Receivable Executive
Ascent Business solutions
12.2008 - 05.2010
Diploma in Mechanical Engineering - undefined
G.H.Raisoni Polytechnic
BBA - Marketing
Sindhu Mahavidyalaya (RTMNU)
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