SHIVANSHU SRIVASTAVA
Indore
Summary
Professional with keen eye for quality assurance, ready to contribute effectively to team. Adept at implementing quality control processes and fostering collaboration to achieve top-notch results. Known for reliability, flexibility, and strong problem-solving skills. Skilled in root cause analysis, process improvement, and regulatory compliance.
Overview
6
6
years of professional experience
Work History
Quality Supervisor
Task Us
06.2022 - Current
- Led a team of 12 Quality Analysts monitoring content moderation queues and maintaining their scorecards.
- Prepare reports for management on quality performance metrics (Accuracy, Precision, Recall, Glidepath, FMEA, Compliance audits)
- Lead initiatives aimed at improving product quality (Ideation) and operational efficiency.
- Investigate quality issues and non-conformances, facilitating root cause analysis.
- Analyze data to identify trends and areas for improvement.
- Supervise and train quality control personnel.
- Ensure compliance with industry standards and regulations.
- Acted as point of contact for quality escalations and facilitated resolution within SLA.
- Collaborate with other departments to develop corrective and preventive actions.
- Maintain accurate records of audits, assessments, and quality issues.
Quality Analyst
TaskUs
06.2021 - 04.2022
- Conduct daily audits of voice and chat interactions to ensure compliance with quality parameters and client policies.
- Share structured feedback with agents to help improve customer handling, product knowledge, and communication skills.
- Track quality trends and prepare weekly/monthly QA reports for internal and client review.
- Participate in calibration sessions with clients and internal stakeholders to align on quality expectations.
- Supported new hire nesting with side-by-side coaching and quality evaluation.
ASSOCIATE
Enoah ISolutions / Teleperformance
10.2019 - 05.2021
- Making outbound calls to hospitals to get the Medical Records for the Insurance Company.
- Receiving calls from patients to check their families COVID results.
- Dealing with the customers customers can sometimes be challenging, so having patience and empathy is crucial. Being able to understand and relate to their frustrations or concerns can help in providing a positive customer experience.
- Maintaining all the KPI's such as Productivity, Occupancy, Utilization, AHT and Adherence.
Education
B.E. - Electrical Engineering
Sagar Institute of Research and Technology
01.2017
Skills
- Quality Assurance & Control
- Audit & Compliance Monitoring
- Performance Metrics & Reporting
- SLA & KPI Management
- Root Cause Analysis (RCA)
- Coaching & Feedback
- Calibration & Client Communication
- Process Improvement
- Training Coordination
- Risk & Escalation Management
Timeline
Quality Supervisor
Task Us
06.2022 - Current
Quality Analyst
TaskUs
06.2021 - 04.2022
ASSOCIATE
Enoah ISolutions / Teleperformance
10.2019 - 05.2021
B.E. - Electrical Engineering
Sagar Institute of Research and Technology
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