Shubham Tiwari
Near shiv mandir, Goyla mor, Deenpur, Nazafgarh, New delhi
Summary
Quality Analyst with 3+ years of experience in inside sales call auditing, CRM data validation, and compliance monitoring across telecom and customer operations. Skilled in evaluating sales performance, objection handling, and conversion effectiveness while ensuring adherence to defined quality standards and processes. Proven ability to perform root cause analysis (RCA), identify process gaps, and deliver actionable feedback to improve sales outcomes and customer experience. Proficient in CRM systems, call monitoring tools, and MS Excel for reporting and performance analysis.
Overview
8
8
years of professional experience
Work History
Quality Analyst
In Technologies
Gurugram
10.2025 - Current
- Performed quality control reviews of inbound and outbound AT&T sales calls to assess comConduct quality audits of inbound and outbound inside sales calls (AT&T process) to evaluate pitch quality, objection handling, and adherence to compliance standards
- Assess sales conversations for conversion effectiveness and customer engagement
- Identify process gaps, compliance issues, and communication risks, ensuring proper documentation and reporting
- Perform root cause analysis (RCA) and track defect trends to recommend process improvements
- Ensure CRM data accuracy by validating lead, customer interaction, and sales stage updates
- Collaborate with operations and training teams to drive continuous improvement in sales performance and quality scores
- Contribute to SOP enhancements, audit frameworks, and quality checklists
Quality Advisor
Concentrix
Gurugram
10.2023 - 03.2025
- Audited customer and sales interactions to ensure compliance with quality standards and business guidelines
- Evaluated call quality parameters including opening, need discovery, objection handling, and closing techniques
- Delivered structured feedback and coaching to improve agent performance and conversion rates
- Conducted RCA on recurring errors and performance gaps, supporting process improvements
- Performed risk assessments and compliance checks to maintain accuracy and reduce defects
- Partnered with training and operations teams to enhance customer experience and sales effectiveness
Seller support executive
Startek
Noida
07.2022 - 09.2023
- Assisted Flipkart sellers in troubleshooting and resolving technical issues, leading to a 30% increase in seller satisfaction ratings.
- Provided comprehensive onboarding and training support to new sellers, helping them effectively navigate the Flipkart platform and optimize their product listings for higher visibility and sales.
- Collaborated with internal technical and logistics teams to resolve escalations efficiently and improve seller experience.
Customer care executive
Aegis
Noida
09.2018 - 01.2019
- Handled 120–140 inbound and outbound customer calls daily, ensuring prompt and efficient resolution of queries related to payments, orders, refunds, and account issues.
- Delivered excellent customer support by actively listening, identifying customer needs, and providing accurate solutions in a timely manner.
Education
Bachelor of commerce -
Delhi University
Delhi 2020
Skills
- Inside Sales Quality Auditing
- CRM Data Accuracy & Validation (Salesforce or similar)
- Compliance Monitoring & Process Governance
- Root Cause Analysis & Process Improvement
- Sales Funnel & Lead Management
- Problem Solving in Risk & Quality Operations
Timeline
Quality Analyst
In Technologies
10.2025 - Current
Quality Advisor
Concentrix
10.2023 - 03.2025
Seller support executive
Startek
07.2022 - 09.2023
Customer care executive
Aegis
09.2018 - 01.2019
Bachelor of commerce -
Delhi University