Rahul Bansal
New Delhi
Summary
Data analyst with expertise in driving actionable insights and process enhancements. Led NPS data analysis at Airbnb, impacting customer satisfaction and operational efficiency. Utilized advanced analytics for trend tracking and recommendations. Led competitive analysis initiatives. Collaborative leader committed to achieving tangible results and fostering continuous improvement.
Overview
8
8
years of professional experience
Work History
Quality Insights Analyst (Voice of Customer)
Airbnb
Gurgaon
04.2021 - Current
- NPS Data Analysis: Analyze NPS data to identify customer satisfaction trends and provide actionable insights.
- Text Analytics: Track user issue trends to influence workflow, product, policy, and help center improvements.
- Stakeholder Recommendations: Provide data-driven recommendations resulting in enhanced customer experience.
- Taxonomy Development: Create and maintain taxonomies for text mining models, ensuring accurate data classification.
- Model Optimization: Monitor and improve the accuracy of text mining models.
- Competitive Analysis: Conduct studies to identify platform strengths and weaknesses, informing strategic decisions.
- Agent Surveys: Identify agent pain points through surveys, leading to policy document and support process improvements.
Quality Analyst
Bytedance
12.2019 - 04.2021
- Issue Resolution: Utilized RCA, Pareto Analysis, PDCA, and trend analysis to resolve quality issues.
- Audits and Feedback: Conducted random audits and provided feedback/coaching to improve performance.
- Training and SOPs: Trained new hires, managed TNI process, and developed SOPs.
- Policy Management: Structured and moderated trust and safety policies for various content verticals.
- Calibration and Reviews: Conducted internal/external calibrations and business reviews.
- Trend Insights: Collaborated on trend analysis, providing insights to the marketing team.
- Dashboard Management: Designed dashboards for performance tracking.
- User Appeals: Managed user appeals process efficiently.
- Vendor Guidance: Guided BPO vendor teams on policies, audits, and action plans.
- Team Leadership: Led a team of 40 QA analysts, driving improvement initiatives.
Sr. Quality Analyst
Concentrix (Google Youtube Project)
04.2016 - 12.2019
- Content Scrubbing: Removed inappropriate content by checking usernames, emails, and other details.
- Content Quality Check: Ensured the quality of reviewed content by closely examining traffic patterns, engagement metrics (watch time, likes), subscriber patterns, and audience targeting strategies to maintain platform integrity.
- Quality Control: Led various quality control initiatives including Root Cause Analysis (RCA), generating quality reports, providing feedback and coaching to moderation teams, and maintaining Standard Operating Procedures (SOPs).
- Training and Compliance: Conducted training sessions for new hires, performed compliance audits to ensure adherence to policies, and documented emerging spam trends for proactive prevention.
- Performance Mapping: Analyzed AHT and accuracy for productivity improvements.Reporting and Meetings: Prepared reports and participated in business reviews.
- Team Leadership: Managed QA team, provided guidance, and supervised training.
Education
Bachelor of Commerce - Commerce
Delhi University
New Delhi07.2014
Skills
- Data Analysis
- Insights Generation
- Stakeholder Recommendations
- Taxonomy Development
- Text mining model monitoring
- Competitive Analysis
- Trend Analysis
- Vendor Guidance
Accomplishments
- 4 times back to back RnR winner (Gurgaon Location)
- SPOT Bonus winner (PAN India)
- Bytestyle Co-Oprative Icon (Global Award)
- 3 times RnR Winner (Gurgaon Location)
Bytedance India Technologies Pvt Ltd
Concentrix (Google Youtube Project)
Timeline
Quality Insights Analyst (Voice of Customer)
Airbnb
04.2021 - Current
Quality Analyst
Bytedance
12.2019 - 04.2021
Sr. Quality Analyst
Concentrix (Google Youtube Project)
04.2016 - 12.2019
Bachelor of Commerce - Commerce
Delhi University