Nivedita Abhijeet Chandel
Quality Analyst
Navi Mumbai
Summary
Detail Oriented Quality Analyst with over 8 years of experience in call centre operations, quality assurance and automation testing. Proven track record in improving agent performance, reducing customer complaints, and implementing robust automation frameworks. Skilled in Selenium Webdriver, TestNg , Java and API testing with a strong foundation in process improvement and stakeholder management.
Overview
9
9
years of professional experience
2
2
Certificates
1
1
Language
Work History
Quality Analyst
Novac Technology & Solutions
06.2017 - 11.2022
- Performed comprehensive call audits and monitored live/recorded interactions to ensure adherence to standard operating procedures (SOPs) and regulatory compliance.
- Delivered constructive feedback and one-on-one coaching sessions to agents, resulting in a measurable improvement in Average Handling Time (AHT) and Customer Satisfaction (CSAT) scores.
- Developed and maintained detailed Call Quality Reports using Excel and CRM tool to identify performance trends, bottlenecks, and training gaps for management review.
- Facilitated calibration sessions with team leads and operations managers to ensure consistency in scoring and quality standards across the department.
- Identified process improvement opportunities through root-cause analysis of failed audits, leading to a [20]% reduction in customer complaints and 15% improvement in Average Quality Score.
- Monitored Key Performance Indicators (KPIs) related to quality assurance, ensuring the team consistently met or exceeded monthly departmental targets.
Quality Analyst
Teleperformance
06.2015 - 09.2017
- Promoted to Quality Analyst from Customer Service Agent within 1 year based on exceptional performance, process knowledge, and attention to detail.
- Conducted systematic call audits and monitored live interactions to ensure 100% adherence to compliance, accuracy, and customer service benchmarks.
- Facilitated Calibration Sessions with Team Leads and Operations Managers to standardize evaluation criteria and reduce scoring variance across the program.
- Delivered data-driven Quality Reports (Daily/Weekly/Monthly) to stakeholders, identifying performance trends and areas for process improvement.
- Led Feedback and Coaching sessions for underperforming agents, resulting in a [10]% improvement in team Quality Scores and CSAT (Customer Satisfaction).
- Collaborated with Training Teams to update process documentation and SOPs based on recurring defects identified during audits.
Sales Trainer
Appco Group India
05.2014 - 08.2015
- Promoted to Sales Trainer within one year based on consistent performance, high-quality standards, and leadership potential.
- Designed and delivered training modules for new recruits, focusing on process adherence, communication excellence, and performance benchmarks.
- Conducted performance audits and provided real-time feedback to trainees to ensure alignment with organizational quality standards.
- Analysed daily sales reports to identify skill gaps and implemented targeted coaching sessions to improve team conversion rates.
- Facilitated group workshops and one-on-one sessions, honing the ability to explain complex processes in a simple, structured manner.
Education
MBA - HR
Technocrats Institute of Technology, Barkatullah University
Bhopal, MP01-2013
B.sc - Biotech
Career College, Barkatullah University
Bhopal, MP01-2011
Intermediate - undefined
St. Paul School
Katni, MP01-2007
Skills
Automation Testing: Selenium WebDriver, Rest Assured (API Testing)
Certification
ITIL FOUNDATION
Timeline
Quality Analyst
Novac Technology & Solutions
06.2017 - 11.2022
Quality Analyst
Teleperformance
06.2015 - 09.2017
Sales Trainer
Appco Group India
05.2014 - 08.2015
B.sc - Biotech
Career College, Barkatullah University
Intermediate - undefined
St. Paul School
MBA - HR
Technocrats Institute of Technology, Barkatullah University
ADDITIONAL INFORMATION
Languages: English (Professional), Hindi (Native)
NOTABLE ACHIEVEMENTS
- Reduced customer complaints by 20% and improved Average Quality score by 15% through root-cause analysis and process improvements at Novac Technology & Solutions.
- Achieved 100% audit accuracy and identified critical process gaps, earning the Best Quality Analyst of the Year award at Teleperformance.
- Designed and delivered training modules that improved team conversion rate and led to promotion to Sales Trainer within one year at Appco Group India.
ADDITIONAL INFORMATION
- Soft Skills: Stakeholder Management, Performance Coaching, Root Cause Analysis, Technical Documentation.
- Availability: Immediate Joiner
HONORS & AWARDS
Best Quality Analyst (QA) of the Year | Teleperformance, Recognized for maintaining the highest audit accuracy (100% compliance) and identifying critical process gaps that improved overall team performance., Best Employee Award | Teleperformance, Awarded for exceptional contribution to departmental KPIs and successfully transitioning from Agent to QA in a record timeframe due to high performance., Highest Sales Achievement Award | Appco Group India, Honoured for consistently exceeding monthly sales targets and maintaining the highest conversion rate across the branch, leading to a promotion to Sales Trainer.
NOTABLE ACHIEVEMENTS
- Reduced customer complaints by 20% and improved Average Quality score by 15% through root-cause analysis and process improvements at Novac Technology & Solutions.
- Achieved 100% audit accuracy and identified critical process gaps, earning the Best Quality Analyst of the Year award at Teleperformance.
- Designed and delivered training modules that improved team conversion rate and led to promotion to Sales Trainer within one year at Appco Group India.
ADDITIONAL INFORMATION
- Soft Skills: Stakeholder Management, Performance Coaching, Root Cause Analysis, Technical Documentation.
- Availability: Immediate Joiner