RAHUL SINGH BISHT

As a Quality Compliance Control Analyst, my role encompasses auditing and ensuring adherence to quality standards for both chat support engineers and back-office teams. My primary responsibilities include:

• Conducting thorough audits for users managing engineers on chat platforms, ensuring they meet established quality guidelines.
• Performing detailed audits for back-office personnel to verify compliance with quality standards.
• Maintaining comprehensive quality data to identify areas for improvement and track performance metrics.
• Providing constructive feedback to users, highlighting areas of excellence and those needing improvement, to foster continuous development.
• Gaining an in-depth understanding of process knowledge to accurately assess and enhance quality compliance.

My work is crucial in maintaining high-quality standards and driving improvements across chat support and back-office operations.

My job involves providing comprehensive technical support through live chat, addressing user queries and resolving issues promptly. I proactively identify system problems, anticipate potential issues, and carry out necessary repairs on systems and software to ensure seamless operation.

In addition to this, I am responsible for onboarding new users, which includes setting up their profiles and providing them with secure access to the company intranet. My role also entails managing and maintaining the file servers, ensuring that they operate efficiently and securely. This involves regular monitoring, updates, and troubleshooting to keep everything running smoothly.

• At Pinelabs, my role involves resolving customer queries regarding Pinelabs EDC machines and payment solution products. I troubleshoot machine issues remotely, configure the machines, and also manage email support.

During my time at Samsung, I was tasked with resolving customer queries related to a variety of Samsung products, including laptops, smart TVs, and audio devices. I provided technical support and troubleshooting assistance, ensuring that customers received timely and accurate solutions to their issues.

In addition to handling routine customer queries, I also worked on the escalation desk. This role required me to address more complex and urgent customer problems that could not be resolved at the initial support level. I coordinated with different departments to ensure a swift resolution of these escalated issues, maintaining a high standard of customer satisfaction.

Overall, my responsibilities included providing comprehensive technical support, managing escalations, and ensuring that customers had a positive experience with Samsung's products and services. This role honed my problem-solving skills and my ability to handle high-pressure situations efficiently.