Ajay Singh Takur

I’m a Customer Experience Quality Analyst with experience evaluating inbound customer contact and strengthening service quality through coaching and clear feedback. I rapidly acquire product knowledge and apply it to QA standards across emails, chats, and live operations.

In my Quality Assurance role, I monitored and scored inbound emails and chats, conducted Root Cause Analysis for DSAT Tickets, and shared insights to drive improvement. I generated daily reports and supported leadership with performance tracking and quality metrics.

I also coach agents directly—training bottom-quartile performers, running calibration sessions, and aligning teams with the quality process. When new games launched, I worked independently to create a QC process and scorecard to support agent performance.

Earlier, I supported customers through voice and non-voice processes and handled investigations including fraudulent/invalid concession cases through internal audit work. I bring a structured approach shaped by Six Sigma practices and a strong focus on measurable, repeatable quality.