ROHIT POKHRIYAL
Summary
Quality assurance professional committed to delivering high standards and reliable results. Extensive experience in leading quality improvement projects . Known for fostering collaborative team environments and adapting to dynamic project requirements. Skilled in problem-solving and process optimization.
Overview
8
8
years of professional experience
Work History
Senior Quality Analyst
Concentrix American Telephone and Telegraph
11.2020 - Current
- Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
- Analyzed defect trends to identify recurring issues, proactively addressing underlying causes before they impacted end-users or production timelines.
- Resolved complex customer issues with thorough investigations, providing resolutions that enhanced overall satisfaction rates and brand reputation.
Subject Matter Expert
Interglobe Technology Solution
04.2018 - 09.2019
- Mentored junior team members, contributing to their professional growth and development.
- worked on Global Distribution System software to conduct transactions .
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Implemented mentoring program for junior staff, accelerating their professional development and contribution to projects.
- Boosted team morale and productivity through effective leadership and clear communication.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Streamlined customer service processes for improved efficiency and increased positive feedback.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.
- Devised strategies to maintain consistent service standards during high-volume periods or staffing shortages without compromising quality or efficiency levels.
Senior Practitioner
Concentrix United Health Group
09.2016 - 04.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Worked with codes related to Health sector insurance on Global Screen.
Education
Master of Arts - Political Science
Indira Gandhi National Open University
05-2023
Bachelor of Arts - Hindi
Sri Venkateswara College, Delhi University
06-2017
Class XII - Commerce
Kendriya Vidyalaya
01.2013
Class X -
Kendriya vidyalaya
01.2010
Skills
- Compliance Audits
- Timely Reporting
- Feedback Closure
- Data Management
- Compliance Regulations
- Data Analysis
- Attention to Detail
- Training and mentoring
- Innovative mindset
- Organizational leadership
- Teamwork and collaboration
Timeline
Senior Quality Analyst
Concentrix American Telephone and Telegraph
11.2020 - Current
Subject Matter Expert
Interglobe Technology Solution
04.2018 - 09.2019
Senior Practitioner
Concentrix United Health Group
09.2016 - 04.2017
Class XII - Commerce
Kendriya Vidyalaya
Class X -
Kendriya vidyalaya
Master of Arts - Political Science
Indira Gandhi National Open University
Bachelor of Arts - Hindi
Sri Venkateswara College, Delhi University
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