BPO Call Center, Back Office >> Quality Analyst 
Quality Control Executive Resume Sample, Experience : 10 years

Summary  :
** Proven history of successful management and quality control.
** Excellent interpersonal skill, ability to work well in both supervisory or support Staff role.

Experience Summary  :
Hinduja global Solutions Limited  :
September 2006 to April 2010.
** Customer relationship officer from September 8th Sep2006 to September 2008.
** Selected as mentor for Hindi pilot batch from Sep 2008.
** Promoted as Quality Analyst from 1st April 2009 to 10th April 2010.

Key responsibilities as Quality Analyst  :
** Auditing calls for process of Airtel (Inbound).
** Assisting new agents in process and product.
** Accessing mail for non-voice process.
** Responsible for all levels of quality control/quality assurance.
** Identifying root cause for any type of problem.
** Worked closely with the operations and training department.
** Certifying agents and updated certificates as and when required.
** Reviews deliverable prepared by team before passing to client.

Career Achievements  :
** Develop strong client and candidate relationships and maintain communication.
** Utilize knowledge of multiple sources such as Team Leader, Command center.

Serco Pvt Ltd  :
January-2011 to October 2011.
Worked as a Quality Analyst from January 2011 to October 2011.

Key responsibilities as Quality Analyst  :
** Auditing calls for process of Whirlpool (inbound).
** Assisting new agents in process and product.
** Responsible for all levels of quality control/quality assurance.
** Identifyingroot cause for any type of problem.
Worked closely with the operations and training department.

Amazon.com (E-publishing)  :
** December 2011 to October 2013.
** Joined as content associate on contract from 13th Nov 2011 to 13th March 2012.
** Rejoined from 23rd may 2012 to 26th Nov 2012(contract).
** Got permanent 26th Sep 2012 to 31st Oct 2013.

Key responsibilities as first level auditing  :
Worked on languages like  : Japanese, German, Chinese, English, Portuguese, and Russian.
** Measuring books and action taking to process


the book.
** Finding error in Kindle fire.
** Photo-shopping and source enhancement.
** 2nd level auditing for Japanese language.
** An eye to spot errors.
** Experience in eBook conversion.
** Good analytical skill.

Career Achievements  :
Moved from 1st level to 2nd level auditing Japanese from 1st March 2011 to 13th March 2012.

Serco PVT ltd  :
January 20014 to April 2015.
Worked as a Senior Quality Analyst from January 2014 to April 2015.

Key responsibilities as Senior Quality  :
** Auditing calls for process of Chola vehicle loan (outbound).
** Assisting new agents in process and product.
** Well versed with quality reporting.
** Provided improvement solutions to agents on periodic basis.
** Identifying root cause for any type of problem.
** Worked closely with the operations and training department.

Tech Mahindra Limited  :
April 2015 to 1st July 2016.

Key responsibilities as Senior Quality Analyst  :
** Auditing calls for process of Vodafone.
** Audited for Line of business – Email.
** Audited for Line of business – Service recovery.
** Audited for Line of business – Service recovery deck (end to end resolution).
** Assisting agents in process and product.
** Root cause analysis done on process gap.
** Analysis done Customer VOC.
** Provided improvement solutions to agents on periodic basis.
** Worked closely with the operations and training department.
** Accessing mail for non-voice process.
** Certifying agents and updated certificates as and when required.
** Reviews deliverable prepared by team before passing to client.
** Participated in calibrations.

Career Achievements  :
Quarterly RNR certificate received based on performance.

Education and Certification  :
Bachelor of Commerce (Apr 2005) D.R.B.C.C.C Hindu College, Chennai  : ­ 64.
Schooling in KVHVF (CBSE).

Additional Qualification  :
** Certified in Green belt six sigma in AU TVS CQM Anna University.
** Typing (35 words per minute).

Honors  :
Involved in campus and community activity.

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