SARAD LAKANDRI
Delhi
Summary
Detail-oriented Quality Analyst with over 5 years of experience auditing chat, voice, and email interactions to enhance service delivery and compliance. Proven ability to provide clear, actionable feedback and coaching to improve agent performance. Skilled in preparing compliance reports, analyzing customer dissatisfaction trends, and aligning teams with quality benchmarks. Recognized for precision, ownership, and a strong commitment to raising process standards.
Overview
15
15
years of professional experience
Work History
Senior Risk and Compliance (Quality) Analyst
Adobe Systems India Pvt. Ltd.
01.2014 - Current
- Monitor & Evaluate Interactions: Systematically review 20+ customer service interactions (calls, chats, emails) against established quality standards per day.
- Provide Feedback & Coaching: Deliver constructive feedback and coaching to customer service agents to improve performance to
- Identify Trends & Root Causes: Analyze quality data to pinpoint recurring issues, process gaps, and areas for improvement in customer experience.
- Reporting & Analysis: Create and present quality reports and insights to management, highlighting performance metrics and recommendations.
- Process Improvement: Collaborate with other teams (training, operations, product) to develop and implement solutions that enhance customer service processes and overall experience.
- Ensure Compliance: Verify that customer interactions adhere to company policies, legal requirements, and industry regulations.
- Performed end-to-end audits of customer interactions using defined quality frameworks.
- Delivered targeted coaching and feedback to agents to improve compliance and reduce errors.
- Created and maintained quality dashboards in Excel and shared insights through stakeholder PPTs.
- Conducted RCA on DSATs and highlighted trends to managers for team-wide improvement.
- Partnered with Risk & Compliance to flag violations and support internal reviews.
- Led quality calibrations with internal stakeholders to maintain score consistency.
Technical Support Associate
Dell International Services
06.2013 - 02.2014
- Providing first level technical support to end users of Dell Desktop and Laptops.
- Assisting the customers through voice and email channel.
Senior Executive
IBM Global Process Services
06.2012 - 06.2013
- Routing calls to the technical Department and creating service request.
- End to end follow-up with the customers in case if the reported issue is not resolved.
- Logging the reported incidents in the ticketing tool.
Technical Support Associate
Convergys
05.2010 - 06.2012
- Technical support of mobile phones.
- Support on customer service-related query and issues.
Education
Diploma in Advanced Business Management -
ICFAI
Ahmedabad02.2009
Business Analytics Certification -
Analytix Labs
Gurgaon08-2025
Bachelor of Commerce -
NEHU University
Shillong03.2006
Skills
- Voice, chat, and email quality assessment
- Feedback & 1:1 Coaching Sessions
- Compliance & Risk Analysis
- Excel data reporting
- PowerPoint presentation skills
- Analysis of customer dissatisfaction
- Calibration and quality control
- Performance metrics tracking
- Collaborative communication skills
Timeline
Senior Risk and Compliance (Quality) Analyst
Adobe Systems India Pvt. Ltd.
01.2014 - Current
Technical Support Associate
Dell International Services
06.2013 - 02.2014
Senior Executive
IBM Global Process Services
06.2012 - 06.2013
Technical Support Associate
Convergys
05.2010 - 06.2012
Diploma in Advanced Business Management -
ICFAI
Business Analytics Certification -
Analytix Labs
Bachelor of Commerce -
NEHU University
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