Shubham Khatri
New Delhi
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing reports, plans and scripts. Dedicated to analyzing and resolving defects. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Quality Analyst
Teleperformance India PVT LTD
08.2020 - Current
- Monitored method checks for correct completion and proper frequency
- Created and revised procedures, checklists and job aids to reduce errors.
- Initiated coaching Sessions for the new hires to make certain they're trained on the standard policies and procedures to make them tune in to the expectations of quality decisions or chat
- Published reports relying upon the performance and supported the audits done.
- Analyzed quality and performance data to support operational decision-making.
SME
Teleperformance India PVT LTD
11.2018 - 07.2020
- Led corporate-wide initiatives to assist and guide enterprise and business-level goals
- Designed and ready technical reports, studies, and connected documentation
- Marked charts and graphs to record results and ready and delivered shows, coaching, and briefings needed by contract
- Collaborated with senior management and line management to spot and place new ideas for development and launch.
- Evaluated agent progress regularly, providing timely feedback for continuous improvement in performance.
Customer Support Representative
Teleperformance India PVT LTD
01.2018 - 10.2018
- Oversaw troubleshooting, technical issue resolution, and consulting services to upgrade technology infrastructure
- Increased client satisfaction ratings to ninetieth.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Education
Bachelor of Technology -
Meerut Institute of Engineering And Technology
Skills
- Communication
- Process improvement
- Problem solving
- Data Analysis
- Quality processes
- Quality Improvement
- Lean Six Sigma
- MS Office
Projects
Zero to Kaizen, 2023 - 2023, Gurgaon, The idea was to decrease the number of critical errors made by the agent, to Coach the agent to improve their skills and process improvement in terms of Quality Score.
THE, 2022 - 2022, Gurgaon, The motive was to coach the agents to improve their communication skills and to remove the unwillingness factors from the interaction to give a better customer experience.
Focus Group Improvement, 2023 - Now, Gurgaon, The goal is to Improve CSAT scores for the bottom quartile agents filtered as per CSAT scores which were giving a big hit on the achievement.
Timeline
Quality Analyst
Teleperformance India PVT LTD
08.2020 - Current
SME
Teleperformance India PVT LTD
11.2018 - 07.2020
Customer Support Representative
Teleperformance India PVT LTD
01.2018 - 10.2018
Bachelor of Technology -
Meerut Institute of Engineering And Technology
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