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Abhishek Kathait

@abhishekkathait

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Skillful Quality Analyst with 2.5 years of experience.

India

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What I'm looking for

I am looking for a role that fosters growth, collaboration, and continuous improvement.

I am a dedicated Quality Analyst with 2.5 years of experience in process management, improvement, and client servicing. My journey has equipped me with exceptional analytical and conceptualization skills, enabling me to deliver results that exceed expectations. Currently, I work at Teleperformance, where I lead external and internal call calibration sessions to enhance product knowledge and improve executive performance.

Throughout my career, I have successfully participated in various process improvement projects and conducted monthly reports analysis to identify top and bottom performers. My role involves conducting training sessions and one-on-one discussions with team leaders to develop action plans that align with our targets. I take pride in my ability to manage teams effectively and drive performance through collaboration and strategic planning.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Teleperformance

Sep 2022 - Present (2 years 9 months)

Currently working as a Quality Analyst, responsible for conducting call calibration sessions, auditing communications, and delivering feedback to improve executive performance. Participated in process improvement projects and conducted monthly reports analysis to identify performance trends.

Quality Assurance Process Improvement Call Calibration Performance Analysis Feedback Team Leadership MS Excel MS Word Power BI

Subject Matter Expert

Teleperformance

Jun 2022 - Sep 2022 (3 months)

Managed a team of guides to drive performance, assisted in creating chat flows, and identified process gaps. Collaborated with training and quality teams to formulate solutions and attended calibration sessions to address challenges.

Team Management Process Improvement Performance Metrics Quality Assurance Communication Skills MS Excel MS Word Power BI

Customer Service Associate

Teleperformance

Jan 2021 - Jun 2022 (1 year 5 months)

Handled customer queries and technical concerns, educated customers on products and services, and escalated priority issues to management. Developed strong interpersonal skills and time management abilities.

Customer Service Technical Support Communication Skills Problem Solving MS Excel MS Word Time Management

Education

Degrees, certifications, and relevant coursework

University of Petroleum and Energy Studies

Bachelor of Technology, Technology

2015 - 2019

Completed a Bachelor's degree in Technology, focusing on various engineering principles and applications. Developed skills in technical analysis and project management.