Piyush Tiwari
Senior Quality Analyst
Gurgaon
Summary
Results-driven Quality Analyst with a strong focus on enhancing organizational efficiency and maximizing team productivity, ultimately driving company profitability. Proven expertise in negotiations and upselling, utilizing exceptional organizational and communication abilities to achieve sales success. Adept in advanced management processes, fostering trust-based client relationships, and leading high-performing teams to consistently surpass targets.
Overview
7
7
years of professional experience
Work History
Senior Quality Analyst
Great Learning
06.2022 - Current
- Improved call quality compliance by 100%, ensuring adherence to company policies and regulatory requirements.
- Developed a standardized audit checklist, streamlining the evaluation process and increasing efficiency by 70%.
- Provided actionable feedback that helped sales representatives improve conversion rates.
- Conducted training sessions that enhanced product knowledge and reduced errors.
- Analyzed 300+ sales calls per month, identifying trends that improved overall team performance.
- Ensured 100% compliance with internal and external regulatory guidelines through thorough audits and coaching.
- Took up 15+ projects such as analysis effective lead utilization, Did not join survey, Inbound call response, rejected lead analysis, Market and customer sentiments to help the product team for campaign
Quality Analyst
Kalkine Solutions PVT.LTD
11.2020 - 06.2022
- Quality and Compliance framework for PR and Branding team.
- Legal and compliance framework for Sales and Equities Research.
- Training, communication and development for Sales and Compliance team.
- Supported marketing teams in developing, implementing and promoting engaging, focused media campaigns.
Quality Analyst
Tech Mahindra
03.2018 - 11.2020
- Identified key coaching opportunities that reduced customer escalations by 78% and improved resolution rates.
- Provided actionable feedback that helped customer service representatives improve first-call resolution by 84%.
- Conducted calibration sessions with stakeholders to align quality expectations, leading to improvement in QA consistency.
- Developed a real-time quality monitoring dashboard, reducing compliance violations
- Collaborated with the operations team to optimize scripts
Senior Quality Analyst
SNVA Ventures
02.2020 - 07.2020
- Successfully established a Quality Assurance framework for the travel domain, ensuring compliance
- Designed and implemented standardized evaluation criteria for travel booking, customer service, and complaint resolution
- Optimized quality monitoring processes, reducing error rates in flight, hotel, and holiday package bookings
- Implemented real-time coaching strategies, improving first-call resolution (FCR) in travel bookings
- Created customized quality dashboards, enabling real-time tracking of agent performance and compliance metrics.
Education
BBA - Business Administration
Jamia Hamdard
Delhi, India 04.2001 - 2020
12th High School - Physics ,Chemistry, Mathematics, English, Computer Applications
Narayana IIT Academy
Visakhapatnam, India03-2014
10th - English, Science Computer applications, History&Civics, Maths
St. Xavier's School
Sahibganj, India03-2010
Skills
- Quality control management
Marketing and communications
Brand development
Business development
undefinedTimeline
Senior Quality Analyst
Great Learning
06.2022 - Current
Quality Analyst
Kalkine Solutions PVT.LTD
11.2020 - 06.2022
Senior Quality Analyst
SNVA Ventures
02.2020 - 07.2020
Quality Analyst
Tech Mahindra
03.2018 - 11.2020
BBA - Business Administration
Jamia Hamdard
04.2001 - 2020
12th High School - Physics ,Chemistry, Mathematics, English, Computer Applications
Narayana IIT Academy
10th - English, Science Computer applications, History&Civics, Maths
St. Xavier's School
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