Sahil Bhardwaj
Summary
Results-driven Quality Analyst with a proven track record at Teleperformance, leveraging 7 QC tools and root cause analysis to enhance operational efficiency. Recognized for maintaining high call quality scores while resolving complex financial queries. Skilled in Salesforce and Workday, with a strong focus on customer satisfaction and meticulous attention to detail. Currently transitioning into debt recovery, with a strong interest in contributing to Encore Capital's mission of ethical and results-driven collections.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Quality Analyst
Teleperformance
09.2023 - Current
- As a QA, conducted weekly audits, calibrations, and RCA sessions using 7 QC tools and Lean Six Sigma techniques
- As a Customer Experience Executive handled complex financial escalations involving guest refunds, host payouts, chargebacks, and overdue account balances, ensuring timely and policy-compliant resolutions
- Supported collection efforts by contacting users with unpaid dues, explaining outstanding amounts, offering payment solutions, and adhering to ethical recovery practices in line with FDCPA (Fair Debt Collection Practices Act) and NCCP (National Consumer Credit Protection – AU) standards
- Resolved payment processing issues, including transaction failures, duplicate charges, payout delays, and banking errors, while maintaining customer trust and ensuring full compliance with Airbnb’s financial policies
- Verified customer identity and payment details in line with KYC, AML, and GDPR protocols, escalating suspicious activity to risk management teams when necessary
- Participated in compliance training, including FDCPA guidelines (US collections) and NCCP requirements (AU credit collection), enhancing my ability to handle debt-related conversations professionally
ERC Senior Associate
Amazon
06.2022 - 12.2022
- Resolved complex payroll, tax, and leave queries using Workday and Salesforce for Amazon employees.
- Worked in a high-compliance environment, ensuring accurate and confidential resolution of financial issues.
- Delivered high accuracy and customer satisfaction under strict data confidentiality policies.
Education
Bachelor of Technology -
Gateway Institute of Engineering & Technology
12-2020
Skills
- Quality Monitoring & Coaching
- 7 QC Tools & Root Cause Analysis
- Financial Query Management (Voice & Email)
- Tools: Salesforce, Genesys Cloud, Workday, NICE
- Microsoft Excel, PowerPoint
- Time Management & High-Volume Case Handling
Certification
- Lean Six Sigma Yellow & Green Belt – Teleperformance Learning Program
- Best QA & QM Training – Teleperformance Academy, 2025
- 7 QC Tools & RCA Techniques – Internal QA Training, Teleperformance
- Conflict Resolution & Soft Skills – Internal Modules, Teleperformance
Timeline
Quality Analyst
Teleperformance
09.2023 - Current
ERC Senior Associate
Amazon
06.2022 - 12.2022
Bachelor of Technology -
Gateway Institute of Engineering & Technology
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