Rahul Gaba
Delhi
Summary
Dynamic Quality Assurance Analyst with a proven track record at Midland Credit Management, excelling in compliance analysis and call monitoring. Recognized for exceptional communication and teamwork, I developed effective QA scoring forms, enhancing evaluation consistency and driving performance improvements. Awarded for excellence, I consistently exceeded expectations in quality assurance initiatives.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
Midland credit management
Gurugram
06.2024 - Current
- • Monitor and evaluate inbound and outbound calls to ensure compliance with company policies, regulatory requirements (FDCPA, CFPB)
- • Analyze agent performance, focusing on call quality, tone, professionalism, and adherence to scripts and compliance guidelines.
- Develop and maintain QA scoring forms and calibration sessions to ensure consistency in evaluation standards.
ACCOUNT MANAGER
Midland Credit Management
12.2016 - 06.2024
- Monitoring and controlling routine activities in call center operations
- Attending daily meetings with managers and discussing about daily strategies & report statistics
- Vigorously handled incoming and automatically dialed outbound calls
- Leveraged advanced communication, problem solving and product knowledge skills as call center representative
- Commended by management for my positive attitude and managerial skills
- Consistently received Award of Excellence for three consecutive years
- Awarded Elite Collector
TECHNICAL SUPPORT ASSOCIATE
Convergys India Services Private Limited
05.2015 - 12.2016
- Used expert problem-solving and communication skills as technical support associate for high end businesses for eleven months
- Interacted with the customers to resolve their queries with an appropriate solution
- Logged the most resolved calls on daily basis
OPERATIONS EXECUTIVE
Aegis India Private Limited
- I worked for the Flipkart process as a customer service representative.
- Developed positive relationships with customers through friendly interactions.
- worked as SME offered floor support for new hires.
Education
Bachelor of Arts -
THE GLOBAL OPEN UNIVERSITY
06-2014
Intermediate -
KIIT World School
03-2011
High School -
KIIT World School
06.2008
Skills
- Call monitoring
- Quality scoring
- Compliance analysis
- Communication
- Dedication
- Teamwork
- Adaptability
Timeline
Quality Assurance Analyst
Midland credit management
06.2024 - Current
ACCOUNT MANAGER
Midland Credit Management
12.2016 - 06.2024
TECHNICAL SUPPORT ASSOCIATE
Convergys India Services Private Limited
05.2015 - 12.2016
OPERATIONS EXECUTIVE
Aegis India Private Limited
Bachelor of Arts -
THE GLOBAL OPEN UNIVERSITY
Intermediate -
KIIT World School
High School -
KIIT World School
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