Shubhanshu Raj
Quality Analyst
Panchkula
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 test cases, plans, and scripts. Dedicated to analyzing and resolving defects.
Overview
9
9
years of professional experience
Work History
PREPLADDER PVT LTD- UNACADEMY
01.2022 - Current
- Monitoring calls to assess agent performance and ensure adherence to guidelines and standards
- Providing valuable feedback and coaching to agents, helping them enhance their communication and problem-solving skills
- Ensuring agents comply with company policies and industry regulations to maintain consistency in service delivery
- Generating performance reports on key metrics, offering valuable insights to management
- Identifying areas for process improvement within the call center and contributing to enhancing efficiency
- Analyzing customer feedback and complaints to understand customer needs and areas for improvement
- Supporting agent training and development, contributing to the growth and success of the team
- Conducting mock calls to simulate real-life scenarios, helping agents improve their performance and handle challenging situations
- Performing dip checks and vivas (one-on-one sessions) with agents to evaluate their knowledge and skills and offer personalized coaching
- Facilitating internal calibration sessions with other team members to ensure consistency in evaluating agent performance
- Identifying Training Needs (TNI) for agents and suggesting appropriate training programs to bridge skill gaps
- Conducting Root Cause Analysis (RCA) to identify underlying reasons for issues or escalations, leading to proactive solutions.
QUALITY ANALYST
Sutherland Global Services
02.2021 - 02.2022
- Working for Netflix, handling customer's account
- Analyzing suspicious activity and repairing of account
- Solving issues like transactional errors
- Solving streaming issues with error codes
- Helping customers across Globe with their technical problems
- Identified and addressed process bottlenecks, streamlining workflows for faster turnaround times.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
Senior Executive
HEXAWARE TECHNOLOGIES LTD. (BPS)
01.2020 - 01.2021
- Coordinating with clients in formulating of documents
- Handling mail and chat support and voice calls
- Coordinating with customers and assisting them with their needs
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Enhanced customer satisfaction ratings through implementation of targeted programs aimed at addressing specific areas of concern identified via research and surveys.
- Served as a reliable resource for colleagues, sharing insights and expertise gained through experience working on various visa types and cases.
- Streamlined operations to maximize business efficiency and profits.
QUALITY ANAYLIST
V CONCERN
01.2016 - 01.2018
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Analyzed quality and performance data to support operational decision-making.
Education
MBA - Operations Management
KIPM GUIDA GORAKHPUR
Gorakhpur, India 04.2001 -
Skills
TEAMWORK
Correction action planning
Data Validation
Audit processes
Quality processes
Report creation
Quality Improvement
Backgroundeducation
- BACHELOR OF COMMERCE, DEEN DAYAL UPADHYAYA UNIVERSITY GORAKHPUR, 08/01/2017, 07/31/2019
- MBA (OPERATION+MARKETING), KIPM GUIDA GORAKHPUR, 08/01/2015, 07/31/2017
Others
- Awarded as QA of the month, recognizing exemplary performance and dedication to maintaining service excellence
- Certified in creating Quality Dashboards and proficient in using Excel for data analysis and reporting.
- Proactively working on upskilling knowledge to stay abreast of industry trends and best practices.
Timeline
PREPLADDER PVT LTD- UNACADEMY
01.2022 - Current
QUALITY ANALYST
Sutherland Global Services
02.2021 - 02.2022
Senior Executive
HEXAWARE TECHNOLOGIES LTD. (BPS)
01.2020 - 01.2021
QUALITY ANAYLIST
V CONCERN
01.2016 - 01.2018
MBA - Operations Management
KIPM GUIDA GORAKHPUR
04.2001 -
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