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
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Problem-solving
Team management
Friendly, positive attitude
Multitasking Abilities
Dependable and responsible
Calm under pressure
Organization and time management
Verbal communication
Supervision and leadership
Excellent communication
MS office
Data entry
Multitasking
Microsoft Word
Time management
Flexible and adaptable
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