Vijay Kumar
Hyderabad
Summary
Quality Analyst & Subject Matter Expert with 12 years of experience in cloud support and customer service operations. Skilled in Google Workspace support, quality auditing, coaching, training, and process improvement. Strong ability to handle complex technical issues and improve customer satisfaction. Results-driven Quality Analyst with expertise in quality audits, data analysis, and process improvement. Proven track record in managing customer escalations and enhancing customer satisfaction through effective mentorship and support.
Overview
14
14
years of professional experience
Work History
Quality Analyst/ SME
Cognizant Technology Solution
Hyderabad
12.2020 - Current
ognizant Technologies Solutions
Subject Matter Expert – Cloud Support (SME)
- Provided Google Workspace support including user management, OU, groups, admin roles
- Handled L2 support via chat and email for complex cases, ensuring timely resolution of issues
- Troubleshot email issues (SPF, DKIM, DMARC, MX records)
- Managed customer escalations, maintaining SLA compliance and enhancing customer satisfaction
- Conducted RCA for DSAT cases and shared feedback to agents
- Conducted weekly and monthly quality audits to identify trends and improve support processes
Quality Analyst
Just Dial Pvt LTD
Hyderabad
10.2012 - 12.2020
- Ensured compliance with quality standards and processes
- Conducted dip checks to ensure adherence to quality assurance standards
- Delivered coaching and feedback to support agents, fostering their development and improving service delivery
- Analyzed customer feedback to enhance service quality and address client needs
- Provided training to new hire trainees (NHT)
- Worked with training team on communication and empathy sessions
Education
Bachelor of Science - Computer Science
St.Martin's Engineering College
Hyderabad06-2010
Skills
- Quality assessment
- Quality control investigations
- Quality improvement
- Quality processes
- Process improvement
- Compliance standards
- Data analysis
- Customer escalations
- Team mentorship
- Feedback analysis
- Cloud support
- Email troubleshooting
Timeline
Quality Analyst/ SME
Cognizant Technology Solution
12.2020 - Current
Quality Analyst
Just Dial Pvt LTD
10.2012 - 12.2020
Bachelor of Science - Computer Science
St.Martin's Engineering College