SQL
Sagar Sharma
Sr. Quality Analyst
West Delhi
Summary
As a skilled and detail-focused professional with experience in overseeing product and system QA inspections to ensure compliance with industry standards and regulatory requirements. My background lies in reading blueprints, identifying areas of deficiency, and recommending improvements while consistently completing projects on or ahead of schedule. Having refined my skills in inspection oversight, root cause analysis, and general quality control operations, I stand prepared to substantially benefit your team in this role. 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. Ensure ongoing compliance with quality and industry regulatory requirements. With my dedication to ensuring top-notch product and system quality, combined with my excellent time management and communication skills, I would be an excellent addition to your Quality team.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
8
8
Certifications
2
2
Languages
Work History
Sr. Quality Analyst
Everquote India
New Delhi
06.2020 - Current
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Analyzed quality and performance data to support operational decision-making.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Led projects and analyzed data to identify opportunities for improvement.
- Collaborated with team members to achieve target results.
- Used Microsoft Word and other software tools to create documents and other communications.
- Manage team of employees, overseeing training and professional growth of employees.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Quality Analyst
SABER TECHNOLOGIES PVT LTD
New Delhi
07.2017 - 04.2020
- To perform quality assurance and audits on phone calls, emails, and chats of customer care staff
- Design evaluation programs and train customer care executives regularly
- Structure and timely feedback, recommendations, actionable feedback (verbal and written)
- Participate in customer and client listening programs to identify customer needs and expectations
- Provide process improvement strategies
- Page 1 of 2
- Work directly with the client in order to plan the strategies to improve the process
- Need to conduct sessions on process updates
- Conduct sessions for agents who are on a probation period
- Also, provide the floor support and manages the team.
Senior Process Associate
InterGlobe Technologies
Gurgaon
12.2014 - 06.2017
- PROCESS- EXPEDIA, HOTELS.COM
- Supervise and assist agents with complex scenarios like handling irate customers, last minute changes/issues in bookings, refunds
- Create action plan for agents and audit calls to gauge the quality of calls
- Provide Floor-
- Support to improve performance and reduce learning curve
- Enhance agent process knowledge and help them achieve customer satisfaction Handle inbound calls as customer service representative Assist customers with changes, cancellations, name correction, schedule changes on their hotel reservation Review customer’s concern’s and exceed their expectations with exceptional customer service skills Cater to their requests and with the best possible solution and achieve first call resolution always Cross selling, generating revenue for the business Assist customers with package and standalone hotel booking options
- Concentrix
Customer Service Representative
IBM GLOBAL PROCESS SERVICES
Gurgaon
03.2013 - 08.2014
- PLATINUM PROCESS
- Understanding complaint management Assist customers with queries related to the network
- Resolve customer complaints about the network calls
- Provide one time resolution Assist customers in resolving issues related to their billing disputes
Education
Bachelor of Commerce - BCom - Business/Commerce, General
Delhi University
01.2012 - 01.2016
12th - Commerce
Central Board of Secondary Education
New Delhi 03.2011 - 04.2012
10th -
Central Board of Secondary Education
New Delhi 03.2009 - 04.2010
Skills
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Certification
Excel Essential Training (Office 365)
Software
Jira Management System
Timeline
Sr. Quality Analyst
Everquote India
06.2020 - Current
Quality Analyst
SABER TECHNOLOGIES PVT LTD
07.2017 - 04.2020
Senior Process Associate
InterGlobe Technologies
12.2014 - 06.2017
Customer Service Representative
IBM GLOBAL PROCESS SERVICES
03.2013 - 08.2014
Bachelor of Commerce - BCom - Business/Commerce, General
Delhi University
01.2012 - 01.2016
12th - Commerce
Central Board of Secondary Education
03.2011 - 04.2012
10th -
Central Board of Secondary Education
03.2009 - 04.2010
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