Mohit Kumar
Delhi
Summary
Quality assurance analyst and trainer with proven expertise in training program management, performance coaching, and data analysis. Focused on enhancing team collaboration and implementing process improvements to achieve operational excellence. Demonstrated ability to drive results through effective training and quality assurance practices.
Overview
11
11
years of professional experience
4
4
Certifications
Work History
Quality Assurance Analyst and Trainer
Airtel
Gurgaon
04.2022 - Current
- Managed end-to-end training programs for new hire batches, conducting sessions to ensure process readiness.
- Monitored daily system updates and process changes, providing accurate information to address knowledge gaps.
- Coached low-performing executives through actionable feedback, aiming to improve their performance and productivity.
- Evaluated service quality through call auditing and dip checks, implementing quality improvement plans to maintain compliance.
- Tracked sales performance of circles, identifying areas for improvement through data analysis.
- Conducted regular store visits to audit operations, offering targeted feedback to improve compliance and operational efficiency.
- Prioritized daily updates on shift discipline and login adherence to ensure smooth operations.
- Initiated training batches at various centers, providing support to cross-functional teams.
Quality Assurance Analyst and Trainer
Concentrix
Gurgaon
10.2020 - 02.2022
- Executed targeted daily quality audits, achieving consistent weekly quota of 25 audits while ensuring adherence to service level agreements.
- Facilitated bi-weekly external calibration sessions with clients and conducted weekly internal calibrations to standardize evaluation criteria.
- Delivered structured online feedback sessions for executives, providing data-driven insights to enhance communication skills and technical accuracy.
- Identified recurring process gaps through trend analysis and collaborated with operations to implement effective corrective action plans.
Quality Assurance Analyst
HyperQuality
Gurgaon
10.2017 - 11.2019
- Oversaw quality monitoring for Walt Disney World processes, focusing on verifying accuracy of travel reservations to enhance guest experience.
- Executed 15 detailed audits daily to ensure compliance with reservation protocols and uphold service excellence standards.
- Led weekly calibration sessions with QA and operations teams to maintain scoring accuracy.
- Participated in biweekly client calibrations to establish alignment on quality benchmarks and standards.
- Validated key reservation data points, leading to a reduction in booking errors and an increase in guest satisfaction.
Corporate Trainer
ICCS
Noida
04.2015 - 02.2017
- Managed training and quality operations for premium telecom brands Dishtv and Videocon, ensuring high service standards.
- Facilitated new hire induction programs to transition recruits into job-ready professionals through comprehensive training.
- Executed thirty daily quality audits within a rigorous monitoring framework, focusing on compliance accuracy and customer experience.
- Conducted targeted training needs identification sessions for bottom-quartile executives, delivering refresher training to enhance skills.
- Prepared detailed dashboards for internal and external reporting, providing actionable insights on team performance and quality trends.
Education
BCA -
IMS Noida
Noida08-2013
Associate of Arts -
Kendriya Vidhyalya
Delhi05-2010
High School Diploma -
Kendriya Vidhyalya
Delhi05-2008
Skills
- Training program management
- Employee assessment
- Quality auditing
- Data analysis
- Performance coaching
- Client relationship management
- Process improvement
- Team collaboration
- Effective communication
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Certification
• TTT & TTQ Certified from Dish TV
Affiliations
• Solved compliance issues of all the process
Timeline
Quality Assurance Analyst and Trainer
Airtel
04.2022 - Current
Quality Assurance Analyst and Trainer
Concentrix
10.2020 - 02.2022
Quality Assurance Analyst
HyperQuality
10.2017 - 11.2019
Corporate Trainer
ICCS
04.2015 - 02.2017
BCA -
IMS Noida
Associate of Arts -
Kendriya Vidhyalya
High School Diploma -
Kendriya Vidhyalya