Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Sumit Chaudhary

Gurgaon,UP

Summary

Results-driven Insights Analyst at Foundever with expertise in optimizing speech analytics category design, leveraging tools for solution development, and leading impactful projects. Skilled in data extrapolation, query development, and effectively communicating findings and recommendations to cross-functional teams and stakeholders

Overview

7
7
years of professional experience
1
1
Certification

Work History

Associate Insights Analyst

Foundever
02.2023 - Current


  • Research and analysis on building categories\queries using speech analytics tool
  • Analyze the output generated via categories and provide recommendations on insights observed (suggest estimated ROI)
  • Preparing scoping and estimation of projects basis user story shared by the client
  • Refining syntax within categories using different Boolean operators
  • Quantification and segregation of call drivers via Speech Analytics
  • Analyzing, specifying and implementing the business needs of customers using Call Miner suite of products
  • Listen to calls, read transcripts and understand business context to define and configure analytics categories that addresses business use cases
  • Share project updates and real time challenges with clients on daily cadence and further accommodate the changes as per project requirements and consensus amongst all stakeholders

Quality Analyst(SPE)

Cognizant
08.2020 - 09.2022
  • Analyze real-time posts from AAs daily and ensure highest quality of alerts delivery to dataminr end customers
  • Assist TL's and POC's in sharing feedback with
    associates on alert changes, errors, and other
    quality-related aspects
  • Reactive analysis of the changes picked up by
    dataminr tool, categorize changes based on
    criticality
  • Share client updates/ guidelines/ frequency of
    topics used, etc via emails/ WebEx calls/ Elixir.
  • Suggest ways on how to write perfect captions in sync with dataminr guidelines
  • Weekly QA trends call with TL's and POC's to
    discuss common mistakes/errors with monthly
    data of DQA sheet
  • Investigate Category A, B, and C errors and share proper feedback with concerned associates
  • Working with dataminr project with online content post on twitter by analyzing and adhering to 100% quality

Bilingual Quality Analyst

Province Infotech Pvt Ltd
02.2020 - 08.2020
  • Identify and share feedbacks on agent shortcomings in soft skills and process knowledge
  • Giving feedback to operations regarding
    deviations and red alerts in process
  • Audit travel sales and enquiry calls of Spanish
    agents
  • Listen to recorded calls and provide feedbacks to
    agents and operational management

Spanish Quality Analyst

IPACESETTERS SOLUTIONS PRIVATE LIMITED
06.2019 - 02.2020
  • Evaluate calls of agents of spectrum and
    Comcast (International process)
  • Auditing and prepare report on finding based on
    analysis
  • Share feedback to agents for consistent growth in quality
  • Achieve monthly targets by completing task
    before deadline
  • Share feedbacks over virtual meeting on basis of
    Quality audit form

Senior advisor CRM Operations

CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED
07.2017 - 06.2019
  • Analyzing and filtering content post on YouTube platform and accordingly take policy calls
  • Working with close coordinating with Google
    client in order to provide best of services
  • Provided floor support during nesting period of
    new admins
  • Proactively read and process Spanish and English comments as per YouTube guidelines

Education

MBA - Finance

Symbiosis University
Pune
01.2025

Spanish Diploma pre superior - Spanish

INSTITUTO HISPANIA
01.2018

Bachelor of Arts - BA - B.A

Delhi University
01.2016

Skills

  • Six Sigma Green Belt
  • Business Analysis
  • Root Cause Analysis
  • Data Analysis
  • Quality Focused/checks
  • Microsoft Excel
  • Power Point
  • Microsoft Word

Certification

  • Six Sigma: Green Belt
  • Root Cause Analysis: Getting to the Root of Business Problems

Languages

English
Hindi
Spanish

Timeline

Associate Insights Analyst

Foundever
02.2023 - Current

Quality Analyst(SPE)

Cognizant
08.2020 - 09.2022

Bilingual Quality Analyst

Province Infotech Pvt Ltd
02.2020 - 08.2020

Spanish Quality Analyst

IPACESETTERS SOLUTIONS PRIVATE LIMITED
06.2019 - 02.2020

Senior advisor CRM Operations

CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED
07.2017 - 06.2019

MBA - Finance

Symbiosis University

Spanish Diploma pre superior - Spanish

INSTITUTO HISPANIA

Bachelor of Arts - BA - B.A

Delhi University

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Sumit Chaudhary