Summary
Overview
Work History
Skills
Timeline
Generic

Varun Bhandari

Quality Analyst
Gurgaon

Summary

Detail-oriented and results-driven Quality Analyst with 3 years of experience in quality assurance, call auditing, and performance enhancement. Skilled in providing real-time feedback, conducting training sessions, and driving process improvements to optimize customer experience and operational efficiency. Seeking an opportunity to leverage my expertise in quality monitoring and data-driven decision-making to contribute to organizational success

Overview

6
6
years of professional experience

Work History

Quality Analyst

Globiva
11.2021 - Current
  • Quality Monitoring & Auditing: Conduct audits using Brahma & internal tools, providing real-time feedback to improve agent performance and compliance.
  • Process Improvement: Spearheaded quality improvement initiatives by identifying root causes of issues and implementing corrective actions, leading to increased operational efficiency.
  • Training & Coaching: Conducted pre & post-shift huddles, refresher training sessions, and dip checks to reinforce product knowledge and address training needs.
  • Call Calibration & Feedback: Led weekly call listening sessions and facilitated internal & external calibration to maintain evaluation consistency and drive continuous improvement.
  • CSAT & DSAT Performance Monitoring: Audited DSAT calls, delivered feedback to address errors, and tracked CSAT performance to enhance customer experience.
  • Data-Driven Decision Making: Developed comprehensive evaluation programs using quality monitoring data management systems, analyzing trends to optimize processes.
  • Reporting & Analysis: Prepared and published internal & external quality reports, including call calibration variance reports, providing actionable insights to senior management.
  • GDS Tools Expertise: Proficient in Amadeus, Galileo, Spark, and NDC, successfully integrating them into quality workflows for improved accuracy in audits and compliance tracking.

Sales Executive

Globiva
01.2021 - 11.2021
  • Engaged prospective clients through effective communication strategies, successfully identifying customer needs and recommending tailored solutions that increased sales
  • Executed cold calling campaigns and leveraged networking opportunities to expand customer base, achieving and exceeding sales targets consistently
  • Conducted outbound calls to gather and update customer account information, ensuring data accuracy and enhancing customer satisfaction

Customer Support Executive

Tech Mahindra
01.2019 - 09.2020
  • Answered inbound calls, chats, and emails to facilitate customer service
  • Delivered exceptional service to every customer through active engagement, effective listening, and well-developed interpersonal skills
  • Assisted customers with ticket purchases, trip planning, pricing, and scheduling
  • Maintained client accounts by obtaining, recording, and updating personal and financial information
  • Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up
  • Assisted with customer requests and answered questions to improve satisfaction

Skills

  • Quality Assurance and Auditing – call monitoring, feedback, compliance adherence

  • Data Analysis & Reporting – Performance tracking, report preparation

  • Training and Coaching – Refresher training, feedback sessions, calibration

  • Tools and Software Proficiency – Amadeus, Galileo, Spark, NDC, Brahma, Internal Tools, MS Excel

Timeline

Quality Analyst

Globiva
11.2021 - Current

Sales Executive

Globiva
01.2021 - 11.2021

Customer Support Executive

Tech Mahindra
01.2019 - 09.2020

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Varun BhandariQuality Analyst