Pratyush Agarwal
Quality Analyst
Gurgaon,HR
Summary
Ambitious Quality Analyst with a proven track record of dependability and leadership, well-versed in QA methodologies with a demonstrated ability to reduce errors and enhance quality. Committed to defect analysis and resolution. Over 2 years of experience in quality assurance, proficient in managing customer and business interactions. Possesses exceptional analytical and conceptual skills.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Quality Analyst
BT GLOBAL SERVICES INDIA PRIVATE LIMITED
12.2021 - Current
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Created and revised procedures, checklists and job aids to reduce errors.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Identified improvement points and provide actionable insights to the agents. Conducted feedback sessions to explain the pain points of the agent and suggest improvements.
- Responsible for facilitating calibration sessions in adherence to quality programs and SOP.
- Conducted real-time complaint analysis and share the finding with Operations team and Root Cause function.
- Defined and implemented quality initiatives to reduce risk.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Increased efficiency in defect detection through the implementation of automated test scripts, reducing manual intervention requirements significantly.
- Leveraging pivot tables, quality control tools, fishbone and Ishikawa diagrams, and Pareto analysis to produce insightful reports, diagnose underlying issues, and drive productivity improvements.
Business Support Advisor
BT GLOBAL SERVICES INDIA PRIVATE LIMITED
11.2017 - 12.2021
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cross-trained and provided backup support for organizational leadership.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Met business guidelines for service levels, handle time and productivity.
- Collected and analyzed order information to prepare product or service reports.
Education
Post Graduation Diploma - Advanced Financial Planning And Wealth Management
Indian Institute of Financial Planning
07.2013 - 2014.06
B.COM (Hons) - Accounting And Commerce
Motilal Nehru College, Delhi University
08.2010 - 2012.06
High School Diploma -
Oxford Senior Secondary School
04.1999 - 2009.06
Skills
Certification
Yellow belt six sigma certification
Timeline
Quality Analyst
BT GLOBAL SERVICES INDIA PRIVATE LIMITED
12.2021 - Current
Business Support Advisor
BT GLOBAL SERVICES INDIA PRIVATE LIMITED
11.2017 - 12.2021
Post Graduation Diploma - Advanced Financial Planning And Wealth Management
Indian Institute of Financial Planning
07.2013 - 2014.06
B.COM (Hons) - Accounting And Commerce
Motilal Nehru College, Delhi University
08.2010 - 2012.06
High School Diploma -
Oxford Senior Secondary School
04.1999 - 2009.06
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