Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vijay Sandhu

Sr. Quality Analyst
Ambala

Summary

Dynamic, results-driven Sr. Quality Analyst with a proven track record of delivering exceptional client service and strategic planning. With over a decade of experience in client handling and software applications, I am skilled in MS Office, SQL and BI Tools. Recognized for achieving exceptional performance ratings and receiving multiple awards for outstanding performance. My future goal is to transition into a Data Analyst role, leveraging my expertise in Python, SQL, and VBA to drive impactful data analysis and insights.

Overview

11
11
years of professional experience
4
4
years of post-secondary education

Work History

Aux QTL

Teleperformance
10.2024 - 03.2025
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked effectively in fast-paced environments.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Sr. Quality Analyst

Jet Airways International
08.2017 - 07.2018
  • Experienced Call Centre Quality Analyst with 8 years of experience as a Quality Analyst who exhibits a professional demeanor, excellent communication, and interpersonal skills
  • Skilled at evaluating both verbal and written customer contacts by agents while coaching them for success in executing superior service to customers
  • Able to rapidly gain product knowledge
  • Proficient in supporting process improvement initiatives such as Corrective Action & Preventive Actions
  • Leads team in delivery of SLA and operational reports to stakeholders and validates for accuracy
  • Evaluating the calls and sharing the feedback with agents on regular basis to increase the overall debt collection
  • Analysing data trends to provide actionable insights
  • Track sales performance, revenue and trends
  • Preparing the Monthly Review decks for client discussions
  • Conducting the call calibrations with client and internal teams
  • Making sure that reports are accurate and delivered on time
  • Provide insights into daily operations, efficiency and process improvement
  • Designing and developing interactive dashboards that provide real-time insights to drill down into data for further analysis
  • Performing the Root Cause Analysis activity on the repetitive errors, to ensure those errors will be mitigated and create an action plan on those errors
  • Pre-processing and cleaning the extracted data to ensure accuracy and completeness, addressing any inconsistencies or missing values
  • Directing the huddles/refreshers on a regular basis to motivate the team members and providing the updates on the process changes

Customer Support Executive

Concentrix
01.2014 - 08.2017
  • Take Calls Over Phone which involved working in rotational shifts
  • Take calls from Global customers and initiate the right response to them, positively and professionally
  • Good communication skills
  • Ability to listen and active problem-solving skills
  • Good interpersonal skills
  • Ability to handle pressure
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints; provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers

Education

10+2 -

Board of CBSE
Ambala, India
04.2004 - 03.2005

B.A - undefined

Vinayk mission
06.2015 - 04.2018

Skills

Optimistic Demeanor

Timeline

Aux QTL

Teleperformance
10.2024 - 03.2025

Sr. Quality Analyst

Jet Airways International
08.2017 - 07.2018

B.A - undefined

Vinayk mission
06.2015 - 04.2018

Customer Support Executive

Concentrix
01.2014 - 08.2017

10+2 -

Board of CBSE
04.2004 - 03.2005

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Vijay SandhuSr. Quality Analyst