Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Languages
Timeline
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Sagar Sharma

West Delhi

Summary

Strategic Quality Analyst versed in developing standard operating procedures and training materials to promote adherence to quality standards. Dedicated to identifying operational pain points and implementing actionable improvements reduce corporate costs and increase consistency of quality. Experienced in handling and resolving critical quality problems using research abilities. Strong analytical, organizational and planning abilities. Consistently works with minimum supervision. Independent and self-directed.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Sr. Quality Analyst

EverQuote
07.2020 - Current
  • Audit inbound and outbound calls and share feedback.
  • Creating and publishing weekly and monthly dashboard.
  • Sharing critical feedback on email.
  • Attending weekly call with stakeholders and sharing insights on the process and discussing dashboard to improve performance.
  • Provided thorough documentation on all quality control activities and results.
  • Ensured compliance with company standards, regulations and procedures related to quality control.
  • Identified opportunities for process optimization, cost reduction and improved efficiency.
  • Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
  • Implemented corrective actions when necessary to improve overall product quality.
  • Assisted in the development of Quality Assurance procedures and protocols.
  • Maintained quality assurance procedure documentation.
  • Recommended improvements to systems and procedures for increased productivity.
  • Attending calibration call and training the team on new products.

Quality Analyst

Saber Techs 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
  • 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
  • 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 FloorSupport 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.

Customer Service Representative

Concentrix
Gurgaon
03.2013 - 08.2014
  • 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
01.2016

Skills

  • Quality Processes
  • Quality Metrics
  • Root Cause
  • Six Sigma methodology
  • Correction action planning
  • Continuous Improvement
  • Quality processes
  • Performance Assessment
  • Quality Improvement
  • Data Analysis
  • Lean Six Sigma

Certification

  • Excel Essential Training (Office 365)
  • Cert Prep: Excel 2016 Microsoft Office Specialist (77-727)
  • Excel 2016: Charts in Depth
  • Excel 2016: Advanced Formatting Techniques
  • Lean Six Sigma Green Belt

Personal Information

Title: Sr. Quality Analyst at EverQuote

Languages

Hindi
First Language
English
Advanced
C1

Timeline

Sr. Quality Analyst

EverQuote
07.2020 - Current

Quality Analyst

Saber Techs Pvt Ltd
07.2017 - 04.2020

Senior Process Associate

InterGlobe Technologies
12.2014 - 06.2017

Customer Service Representative

Concentrix
03.2013 - 08.2014

Bachelor of Commerce - BCom - Business/Commerce, General

Delhi University

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Sagar Sharma