Rajat Jain
Jaipur
Summary
Senior Quality Analyst with 12+ years of experience across Compliance, Quality, Sales & Support Operations, and Risk-controlled environments. Proven expertise in compliance audits, new sales case scrubbing, policy adherence, stakeholder management, KPI analysis, and coaching frameworks. Strong track record of driving audit accuracy, improving customer experience, ensuring regulatory compliance, and enabling business efficiency across global teams
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. Quality Analyst - Compliance & Quality – ICX, Sales and Support
Adobe India
08.2021 - Current
- Perform end-to-end compliance and quality audits for new sales, renewals, retention, and support cases, ensuring strict alignment with company policies, legal requirements, pricing governance, and quality guidelines.
- Scrub and review sales transactions and migration cases to identify policy deviations, proactive discounting errors, incorrect offer positioning, and non-compliant retention practices.
- Audit support engineers across multiple geographies to ensure customer-centric behavior, accurate disclosures, and procedural compliance.
- Conduct root cause analysis (RCA) on audit failures related to compliance breaches, DSAT drivers, incorrect sales motions, and process gaps.
- Deliver structured coaching and feedback sessions for agents and sellers scoring below target KPIs, driving sustained performance improvement.
- Lead Manager-as-Coach programs, enabling operations managers to deliver effective quality coaching.
- Facilitate weekly refresher training, quality calibrations, and stakeholder cadences to reinforce compliance standards and audit expectations.
- Prepare and publish monthly, quarterly, and ad-hoc quality & compliance reports, including trend analysis and actionable insights for leadership.
- Conduct WBRs, QBRs, and Biz-Ops reviews with senior leadership, directors, and cross-functional stakeholders.
- Analyze key business KPIs including DSAT, OCAs, AHT, conversion accuracy, and compliance error rates to improve customer and business outcomes.
- Execute theme-based and deep-dive scrubbing for disconnected cases, call/chat-to-case ratios, and high-risk compliance scenarios.
- Contribute to process improvement initiatives by translating audit findings into corrective actions and preventive controls.
- Played a key role in designing customer-experience-centric quality guidelines, updating the audit framework, and validating it by completing 200+ audit submissions.
- Successfully learned all four business LOBs within 10 months of joining the team, leading to a payroll movement to Full Time Employee from Third Party Employee in September 2023.
- Supported the TP Romania site launch by assisting in delivering process and compliance training, and onboarding QAs to Adobe quality standards (Mar 2022).
- Conduct soft-skills, Train-the-Trainer (TTT), and Coaching Excellence Program (CEP) sessions for new hires and tenured staff.
Senior Process Developer
Genpact India - Client – Westpac Banking Corporation (Australia)
05.2013 - 07.2021
- Responsible for conducting card underwriting for applications received online platforms.
- Responsible for preparing and managing general ledger balances along with high-level GL domain understanding.
- Developed multiple test scripts utilizing comprehensive business requirements, functional documentation, and processes for analyzing huge datasets and explaining patterns to teams.
- Responsible for managing day-end, month-end and year-end general ledger reports and balance sheets.
- Travelled to Sydney, Australia for a work transition and successfully completed the project.
- Crafted training materials and ran onboarding sessions to train incoming team members.
- Compiled and distributed weekly feedback to managers to improve service time and quality while increasing productivity.
- Handled 8 FTEs team from Sept-2020 to July 2021 and managed and distributed their work allocation, and report outs.
Education
Bachelor of Commerce -
University of Rajasthan
Jaipur06.2013
Skills
- Compliance auditing
- Process improvement
- Data analysis
- Stakeholder collaboration
- Performance management
- Critical thinking
- Agile frameworks
Websites
Certification
Scrum Fundamentals Certified (SFC), SCRUM study - Accreditation Body for Scrum and Agile, 07/01/23
Rewards And Achievements
Adobe India -
- People's Choice Peer Award - April 23
- 3 ACE Awards - May 2022, November 2023, May 2025
- 2 Stellar Nomination Awards - Dec 2022, May 2024
- Star of the month Award - Feb 2025, Nov 2025
Genpact India -
- 2 Silver Awards
- 6 Bronze Awards
- Awarded with $5K for saving $3.5M for the bank
Timeline
Sr. Quality Analyst - Compliance & Quality – ICX, Sales and Support
Adobe India
08.2021 - Current
Senior Process Developer
Genpact India - Client – Westpac Banking Corporation (Australia)
05.2013 - 07.2021
Bachelor of Commerce -
University of Rajasthan