Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Srishti Rana

Quality Analyst
Hyderabad

Summary

Dedicated and detail-oriented professional with over 7 years of experience in customer service and quality analysis. Demonstrated expertise in ensuring high standards of customer satisfaction and operational efficiency. Proven ability to transition from a customer service executive role to a quality analyst position, leveraging strong analytical skills, meticulous attention to detail, and a commitment to continuous improvement. Adept at monitoring and evaluating customer interactions, providing constructive feedback, and implementing process enhancements. Strong communicator and team player with a track record of driving quality initiatives and contributing to the overall success of the organization.

Overview

11
11
years of professional experience
6
6
years of post-secondary education
2
2
Certifications

Work History

Quality Assurance Analyst

Harmony United Medsolutions
Hyderabad
08.2024 - 05.2025
  • Conducted detailed quality audits for a team of 24 members each month, ensuring adherence to organizational standards and protocols.
  • Identified performance gaps and provided actionable feedback to enhance service quality and accuracy.
  • Collaborated with team leads and supervisors to develop corrective action plans and track improvements.
  • Supported training initiatives by identifying common errors and recommending targeted training modules.
  • Contributed to the continuous improvement of auditing processes to align with evolving organizational goals and compliance requirements
  • Monitored KPIs to proactively address bottlenecks and quality issues.
  • Assisting in the development and delivery of training programs for new and existing agents.
  • Ensuring that agents are aware of the latest processes, tools, and best practices.
  • Conducting coaching sessions to help agents improve their performance and meet quality standards.

Quality Assurance Analyst/ Ops Team Lead

V3 Kathan Industries Pvt Ltd
Remote
01.2023 - 07.2024
  • Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.

Quality Engineer

Vcare Call Center India Pvt Ltd
Noida
01.2021 - 12.2022
  • Supported quality team members during corrective action updates.
  • Reduced production defects by designing and executing comprehensive quality control processes.
  • Facilitated process improvements to successfully decrease errors.
  • Performed quality inspections and drafted reports to detail non-conforming material issues.
  • Coordinated with quality control staff to complete inspections.
  • Enhanced product quality by implementing rigorous inspection procedures and conducting thorough root cause analysis.
  • Improved customer satisfaction levels with timely resolution of non-conformance issues and effective corrective actions.
  • Developed inspection plans based on design specifications, ensuring all critical dimensions and performance criteria were verified throughout the manufacturing process.
  • Partnered with senior management to analyze issues and find appropriate solutions.

Quality Assurance Analyst

Noida Exim Pvt Ltd
Noida
02.2018 - 12.2021
  • Assisted in development of quality assurance standards for customer service operations.
  • Ensuring that all customer interactions comply with regulatory requirements and internal policies.
  • Staying updated on industry standards and incorporating them into quality assurance practices.
  • Identified potential opportunities for improvement within customer service department.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Fixed identified issues to improve workflows.
  • Organized and maintained work environment to allow for maximum productivity.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Built strong relationships with field operations team to support business development opportunities and improve service
  • Enhanced team productivity by providing regular coaching, feedback, and training opportunities to staff members
  • Answered multi-line phones and used active listening skills to assess client's issues and challenges
  • Audited on average 25+ calls daily
  • Gathering and analyzing customer feedback to identify service gaps and improvement opportunities.
  • Working with the management team to address customer complaints and enhance service quality.
  • Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.

Sr Customer Service Representative

Vcare Call Centers India Pvt Ltd
Noida
03.2014 - 08.2016
  • Responded to customer calls and emails to answer questions about products and services.
  • Managed master calendar by scheduling and confirming appointments.
  • Coordinated with Development team to resolve service problems and boost client satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained staff on operating procedures and company services.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Cultivated long-lasting client relationships based on trust and solid understanding of business needs
  • Communicated with clients regarding account services, statements, and balances
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances
  • Delivered outstanding customer service by maintaining professional demeanor during high-pressure situations
  • Managed over 25+ calls per day and Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by team.

Education

Bachelor of Computer Applications - Software Engineering

Calrox Teacher's University
Ahmedabad
07.2012 - 07.2015

Diploma of Higher Education - Diploma in CSE

Calrox Teacher's University
Ahmedabad
05.2009 - 05.2012

Skills

Account Management

CRM Software

Handling Escalations

Salesforce CRM

Team Training

Technical Support

Microsoft Office

Client Relationship Building

Call Management

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Certification

Salesforce Certified Administrator(201)

Timeline

Quality Assurance Analyst

Harmony United Medsolutions
08.2024 - 05.2025

Quality Assurance Analyst/ Ops Team Lead

V3 Kathan Industries Pvt Ltd
01.2023 - 07.2024

Quality Engineer

Vcare Call Center India Pvt Ltd
01.2021 - 12.2022

Quality Assurance Analyst

Noida Exim Pvt Ltd
02.2018 - 12.2021

Sr Customer Service Representative

Vcare Call Centers India Pvt Ltd
03.2014 - 08.2016

Bachelor of Computer Applications - Software Engineering

Calrox Teacher's University
07.2012 - 07.2015

Diploma of Higher Education - Diploma in CSE

Calrox Teacher's University
05.2009 - 05.2012

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Srishti RanaQuality Analyst