Sudhanshu

Indore, 452010 | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

Experienced Quality Analyst conducts stability tests with good eye for noticing deviations from expected
trends. Brings expertise in complex data analysis and data delivery to team. Successfully maintains compliance
with company standards to improve efficiency. Brings proven interpersonal skills in communicating theoretical
procedures

Quality Analyst - 09/2024 to Present
Airvincible - Indore, India
 Monitored KPIs and compliance to assess agent performance and SOP adherence.
 Ensured SOP compliance through regular reviews and audits.
 Created dashboards with 7QC graphical tools to track performance trends.
 Led real-time feedback and training sessions on updated SOPs.
 Conducted internal and external audits to ensure compliance and drive improvements.

Quality Analyst – 04/2022 to 08/2024
GoolGlobal - Remote, Ukraine
 Analyzed performance test results, making enhancement suggestions based on inefficiencies and faults.
 Conducted performance tests, assessing features including functionality, reliability, performance and
quality.
 Adhered to Quality Analysis Team workflow for application and process testing and development.
 Followed standard test plans, designing bespoke plans for new conversions and change requests.
 Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-
making.

Senior Customer Support Executive – 09/2021 to 04/2022
GoolGlobal - Remote, Ukraine
 Mentored junior team members, contributing to their professional development and overall
team success.
 Resolved customer service issues using company processes and policies and provided updates
to customers.
 Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and
outcomes.
 Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely
completion.
Customer Support Executive 03/2021 to 08/2021
–

Teleperformance Indore, India
–

 Ensured positive customer experience was maintained by monitoring through introduction
and customer care emails.
 Effectively managed customer complaints, providing smart solutions or escalating to
management.
 Addressed complex customer complaints transferred by the team, skillfully solving in an
efficient and effective manner to maintain customer satisfaction.
 Ensured customer service stayed excellent, attentive and helpful by proactively going the
extra miles to assist customer needs.

• Inspiring mentor • KPI management
 Solution focused • Outstanding customer service
 Leadership and influence

 Bachelor of Commerce: Business and Accounting CSA government college - Sehore
 Graduate

 Hindi: First language
 English: Proficient