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ABHISHEK VERMA

@abhishekverma7

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Detail-oriented Quality Analyst driving process improvements and high customer satisfaction.

India

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What I'm looking for

I seek a role focused on quality assurance and process improvement where I can lead audits, reduce errors, mentor teams, and drive measurable customer-experience gains.

I am a dedicated Quality Analyst with experience auditing operations across travel, gaming, and customer experience management, focused on resolving quality issues and enhancing customer experiences.

I've conducted comprehensive audits for flights, hotels, cruises, car rentals, and contact-center operations, achieving 98% accuracy and strong SLA compliance while reducing repeated errors.

I led root cause analysis and corrective actions that reduced booking errors by 30% and helped streamline SOPs, support testing, and implement new processes; I also mentored junior analysts to foster a quality-first culture.

I hold a Six Sigma Yellow Belt and have hands-on experience with Excel, Power BI reporting, quality assurance processes, and cross-functional collaboration to drive continuous improvement and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Senior Quality Analyst

Current

Stellarserve

Feb 2025 - Present (8 months)

Led comprehensive audits across flights, hotels, cruises and car rentals achieving 98% accuracy against SLAs and drove root-cause actions that reduced booking errors by 30%. Mentored junior analysts and improved SOPs to enhance customer satisfaction.

Quality Assurance Auditing Root Cause Analysis SOP Development Excel)Power BI Customer Experience & Compliance

Quality Analyst

Telperfomance

Nov 2023 - Nov 2024 (1 year)

Conducted audits to identify and rectify compliance issues and performed detailed root-cause analyses that reduced recurring errors and improved regulatory adherence.

Audit Root Cause Analysis & Compliance Shift Briefings Performance Improvement Documentation Coaching Data Collection

Quality Analyst

IGT Solution Pvt Ltd

Aug 2022 - Oct 2023 (1 year 2 months)

Reviewed customer feedback and production issues to implement corrective actions, improved QA procedures, and maintained thorough documentation of quality-control activities.

Quality Control Root Cause Analysis Process Improvement

Guest Experience Manager

Tech Mahindra

Sep 2019 - May 2020 (8 months)

Coached team members to improve customer service, handled escalations, and implemented strategies that enhanced overall guest service quality and performance monitoring.

Customer service management Coaching Customer Escalation Performance Monitoring Process Improvement

Senior Sales Executive

Sparkium Technologies

Apr 2019 - Sep 2019 (5 months)

Implemented sales strategies to grow revenue, identified new business opportunities, managed client relationships, and led a team of sales representatives to meet targets.

Sales Strategy Client Relationship Management Team Leadership Proposal Development Market Research Account Management