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Akash Dhar

@akashdhar

Quality Team Leader at Advantmed, improving customer interaction quality and compliance through Lean Six Sigma initiatives.

India

Message

What I'm looking for

I'm seeking a leadership role at a global product company, MNC, or consulting firm.

At Advantmed, I lead the QA team for international processes, supporting consistent customer interactions and adherence to data privacy and security standards. I run calibration sessions, share quality performance reports with senior management and clients, and support audits and business reviews.

Previously, at Paytm, I managed a team of 20 vendor QAs across PAN India and contributed to a 15% improvement in compliance adherence. At Concentrix, I reviewed customer interactions and delivered structured feedback that resulted in a 25% improvement in CSAT scores.

Experience

Work history, roles, and key accomplishments

Current

Quality Team Leader

Current

Advantmed

Sep 2025 - Present (1 year 1 month)

Lead the QA team for international processes, ensuring adherence to global compliance standards. Conduct calibration sessions, analyze quality trends, and champion continuous improvement initiatives using Lean Six Sigma.

Quality Assurance Compliance Data Privacy Calibration Lean Six Sigma DMAIC CSAT Process Improvement Team Leadership Client Reporting

Quality SME

Policybazaar

Jul 2024 - Aug 2025 (1 year 1 month)

Oversaw QA operations for voice and non-voice channels, developed QA frameworks, and analyzed performance trends to reduce shrinkage and attrition. Mentored QA associates and implemented corrective actions.

Quality Assurance Voice and Non Voice QA SLA Management Audit Process Improvement Mentorship Data Analysis

Senior Quality Analyst

Paytm

May 2023 - Jun 2024 (1 year 1 month)

Managed a team of 20 vendor QAs across India, driving quality and compliance programs that improved compliance adherence by 15%. Conducted multi-type audits and facilitated calibration sessions.

Quality Assurance Vendor Management Compliance Audit Calibration Performance Management Coaching Reporting

Senior Quality Analyst

Concentrix

Jun 2018 - May 2023 (4 years 11 months)

Reviewed over 100 outbound calls, emails, chats, and tickets per week, delivering structured feedback that improved CSAT scores by 25%. Conducted diverse audits and performed root cause analysis for client escalations.

Quality Assurance Audit CSAT NPS Root Cause Analysis Training Mentorship Compliance AML

Customer Service Advisor

Aegis

Oct 2017 - Jun 2018 (8 months)

Handled inbound customer issues end-to-end, escalated unresolved cases, and maintained adherence to quality and compliance guidelines while meeting SLA targets.

Customer Service Issue Resolution SLA Compliance Documentation