Prashant Kumar
New Delhi
Summary
Accomplished Quality Analyst with a proven track record at Bill Gosling Outsourcing, enhancing service quality through client feedback and rigorous internal audits. Expert in GDS systems and MS Office, adept at fostering team collaboration and customer satisfaction. Achieved significant improvements in agent call effectiveness, leveraging proactive skill development and efficient time management.
Overview
6
6
years of professional experience
Work History
Quality Analyst
Bill Gosling Outsourcing
Gurugram
05.2024 - Current
- Provided feedback on usability and suggested improvements to the teams.
- Conducted internal audits to measure adherence to established QA standards.
- Utilized client satisfaction surveys to improve service quality.
- Facilitated external calibration meetings.
- Escalation Handling.
- Performed analysis using Pareto charts.
- Generated monthly reports to track progress and performance.
- Streamlined improvement initiatives.
Quality Analyst (Odigeo) Process
IGT Solutions PVT LTD
Gurugram
11.2020 - 05.2024
- Provided feedback on usability and suggested improvements to the teams.
- Conducted internal audits to measure adherence to established QA standards.
- Utilized client satisfaction surveys to improve service quality.
- Facilitated internal and external calibration meetings.
- Conducted shift huddle and dip check.
- TNI & TNA Report.
- One-on-One Feedback Session.
- Escalation Handling.
- Led training refresher session.
- Performed analysis using Pareto charts.
- Conducted root cause analysis using Fishbone diagrams.
Travel Executive (GO MMT) Process
Radical Minds Technologies PVT LTD
Gurugram
05.2019 - 09.2020
- Ensured exceptional handling of customer inquiries to resolve travel concerns quickly.
- Utilized GDS systems including Amadeus and Travelport.
- Managed customer concerns effectively during trip interruptions like delayed or canceled flights.
- AHT
- Call Quality Score.
Education
Bachelor of Arts - History
Magadh University
Bihar01-2018
Intermediate Of Science -
High School
Hilsha Bihar01-2015
Matriculation -
Deep Nagar High School
Bihar01-2011
Skills
- Quality improvement
- Development team collaboration
- Customer focus
- MS Office
- GDS System Knowledge: Amadeus & Travelport
- Identify Trends in Call Data
- Improving Agent Call Effectiveness
- Efficient Time Management Skills
- Proactive Skill Development
Timeline
Quality Analyst
Bill Gosling Outsourcing
05.2024 - Current
Quality Analyst (Odigeo) Process
IGT Solutions PVT LTD
11.2020 - 05.2024
Travel Executive (GO MMT) Process
Radical Minds Technologies PVT LTD
05.2019 - 09.2020
Bachelor of Arts - History
Magadh University
Intermediate Of Science -
High School
Matriculation -
Deep Nagar High School
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