Playing Chess and Cricket
Rajeev Kumar Singh
Sr. Quality Analyst
Pune
Summary
Quality Analysts check products and systems for defects and make sure industry standards and client requirements are respected. Typical job activities performed by Quality Analysts include reading blueprints, using inspection equipment, returning defect products, and making improvement suggestions. A well-written resume sample for Quality Analysts mentions qualifications such as quality assurance expertise, attention to details, dexterity, stamina, technical skills, and time management. Successful candidates make display of a college degree in a manufacturing engineering field.
- Conduct regular audits( Calls, Email, Chats and WhatsApp)
- Maintain working knowledge of quality standards.
- Develop and perform quality test processes.
- Make recommendations for repairing defects.
- Create, review and refine user experience documents.
- Participates in bi-weekly meetings with various department.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Senior Quality Analyst
The Great Learning
Banglore
04.2022 - Current
- Oversaw test planning, workload balancing and assignment delegation.
- Created test cases and automation scripts.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Conduct regular audits (Calls emails and chats)
- Maintain working knowledge of quality standards.
- Develop and perform quality test processes.
- Make recommendations for repairing defects.
- Create, review and refine user experience documents.
- Participates in weekly meetings with Operation and the team
Senior Quality Analyst
WHITEHATJR INDIA PVT LTD
Pune
09.2020 - 04.2022
- Develop and execute test plans to ensure that all objectives are met.
- Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product.
- Identify and remedy defects within the production process.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Compile and analyze statistical data.
- Ensure that user expectations are met during the testing process.
- Draft quality assurance policies and procedures.
- Investigate customer complaints and product issues.
- Ensure ongoing compliance with quality and industry regulatory requirements.
- Performed audits for all steam (Call, Chat, WhatsApp and Email)
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Participated in departmental meetings to establish short- and long-term strategy.
- Developed and maintained quality assurance procedure documentation.
- Meeting with operation
- Sending Minutes of Meetings for all the sessions
- Coaching to agents
- Helping new team members with Quality Parameter.
- Preparing fatal and last 30 days fatal reports
- Sending daily closure reports to the management by EOD
Customer Service Executive
Credence Resource Management
Pune
01.2019 - 12.2020
- Keep tracking outstanding debts
- Plan course of action to recover owed money
- Locate and contact debtors
- Negotiate payoff deadlines and payment plans
- Handle customers' questions or complaints
- Identify gaps in the system and recommend solutions
- Build trust with debtors
- Update account status and database regularly
- Comply with requirements when legal action is unavoidable
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Processed customer adjustments to maintain financial accounts.
Sr Demand Generation Officer
XDBS INDIA PVT LTD
Pune
10.2017 - 01.2019
- Developing and executing short- and long-term multi-channel campaigns to drive leads and the sales pipeline
- Leading A/B testing strategies and execution across all channels
- Monitoring and optimizing campaigns and programs
- Developing customer personas and knowing their buying preferences
- Knowing the company’s brand and products inside and out
- Assisting in content development to target consumers throughout the customer lifecycle
- Working within a team of digital marketing professionals and collaborating with other departments, like sales and content, to develop and enhance strategies
- Identifying new markets and advertising tactics to encourage business growth
- Assuring buy-in and budget support from senior leadership and stakeholders
- Measuring and analyzing campaign and marketing success
Customer Service Officer
MPHASIS INDIA PVT LTD
Pune
07.2014 - 08.2017
- Promoted company brand and unique offerings through personalized customer service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered basic technical support for clients on wide range of company products.
- Completed data entry to record call notes, suggestions and questions.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Communicated with clients regarding account services, statements, and balances.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
Technical Support Engineer
IBM DAKSH BUSINESS PROCESS SERVICES PVT LTD
Pune
03.2012 - 06.2014
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Updated and maintained current customer support database.
- Gathered trend data from customer calls and interactions.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Delivered Tier-3 support and SME input to internal and external customers.
Technical Support Associate
Wipro India pvt ltd.
Pune
02.2010 - 03.2012
- Configured hardware, devices and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Monitored systems in operation and quickly troubleshot errors.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
Customer Service Associate
RSH India pvt ltd
Pune
07.2007 - 02.2010
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Maintained and managed customer files and databases.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed supplier deliveries around client needs to increase client retention.
Education
Bachelor of Commerce - Commerce
William Carey University
Pimpri-Chinchwad, Maharashtra, India 04.2015 - 04.2018
Skills
CCNA, ITIL, EXEL, CUSTOMER SERVICE, TECHNICAL SUPPORT, QUALITY ANALYST, 40 WPM TYPING SPEED, GOOD COMMUNICATION SKILLS, POLITE ON CALL WITH CUSTOMERS
Additional Information
- I am able to handle multiple tasks on a daily basis.
- I use a creative approach to problem solve.
- I am a dependable person who is great at time management.
- I am always energetic and eager to learn new skills.
- I have experience working as part of a team and individually.
- I am flexible in my working hours, being able to work evenings and weekends.
- I work with the team to provide imaginative solutions for our customers
- I am always coming up with innovative ideas.
- Even though I take my work seriously, I do have a good sense of humor
- I delivered all projects in a timely fashion in my previous organization.
- I use to work with my manager to learn aggressively.
Interests
International Politics with current affairs
Timeline
Senior Quality Analyst
The Great Learning
04.2022 - Current
Senior Quality Analyst
WHITEHATJR INDIA PVT LTD
09.2020 - 04.2022
Customer Service Executive
Credence Resource Management
01.2019 - 12.2020
Sr Demand Generation Officer
XDBS INDIA PVT LTD
10.2017 - 01.2019
Bachelor of Commerce - Commerce
William Carey University
04.2015 - 04.2018
Customer Service Officer
MPHASIS INDIA PVT LTD
07.2014 - 08.2017
Technical Support Engineer
IBM DAKSH BUSINESS PROCESS SERVICES PVT LTD
03.2012 - 06.2014
Technical Support Associate
Wipro India pvt ltd.
02.2010 - 03.2012
Customer Service Associate
RSH India pvt ltd
07.2007 - 02.2010
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