Summary
Overview
Work History
Education
Skills
Timeline
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NAJINDER PAL SINGH

QUALITY ANALYST
New Delhi

Summary

Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.

Overview

4
4
years of professional experience

Work History

Quality Analyst

TELEPERFORMANCE
GURUGRAM
11.2021 - Current
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Participated in departmental meetings to establish short- and long-term strategy.
  • Developed training materials, SOPs and work instructions to supplement new team member onboarding.
  • Conduct Quality audits and share feedback with agents
  • Conduct compliance and Quality checks and ensure timely reportingt
  • Data analysis and creation of designated reports/presentations
  • Strengthen Quality management processes / framework to improve quality delivery
  • Ensure data management for all deliverables and be accessible without any delay
  • Client Escalation Management
  • Participate in internal & external calibrations to ensure consistent scoring & feedback delivery approach

SME- Subject Matter Expert

TELEPERFORMANCE
GURUGRAM
09.2021 - Current
  • Designed and prepared technical reports, studies and related documentation.
  • Provide floor support, learning sessions, coaching & feedback to agents
  • Assists in driving metrics of the team
  • Monitor closure of service levels regularly.
  • Ensure prompt escalations to Team Lead.
  • Supervise team in the absence of the Team Lead.
  • Monitor performance and quality scores of team.
  • Take production calls as well as escalated calls

Senior Executive Operation

TELEPERFORMANCE
GURUGRAM
04.2020 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Sales development
  • International chat process
  • Handling dual chats
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints in given AHT

Senior Executive Operation

Startek
12.2019 - 04.2020
  • Inbound or Outbound calls to clients to make new hotel bookings, complaints, cancel old bookings
  • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
  • Building lasting relationships with clients and other call center team members based on trust and reliability
  • Taking part in training and other learning opportunities to expand knowledge of company and position
  • Adhering to all company policies and procedures.

Education

B. Sc. - Interior Design

INIFD, Annamalai University

Interior Design Diploma - undefined

INIFD, Annamalai University

10th & 12th - undefined

National Institute of Open Schooling

Skills

Technical support and assistanceundefined

Timeline

Quality Analyst

TELEPERFORMANCE
11.2021 - Current

SME- Subject Matter Expert

TELEPERFORMANCE
09.2021 - Current

Senior Executive Operation

TELEPERFORMANCE
04.2020 - Current

Senior Executive Operation

Startek
12.2019 - 04.2020

B. Sc. - Interior Design

INIFD, Annamalai University

Interior Design Diploma - undefined

INIFD, Annamalai University

10th & 12th - undefined

National Institute of Open Schooling

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