Akhil User

Led a team of 10 Quality Analysts, built the Quality Department from scratch, and managed the delivery process from order creation to delivery. Conducted 4,000+ primary calls per month and implemented a comprehensive Quality Management System.

Led a team of 7 Quality Analysts, established a new Quality Department, and delivered a fully functional quality governance framework. Conducted 2,000+ primary calls per month and authored comprehensive SOPs.

Monitored agent calls, emails, and chat interactions ensuring 100% compliance with quality benchmarks. Performed root cause analysis and delivered coaching to improve CSAT scores.

Audited Doctors, Agents, and Dieticians, delivered structured feedback, and performed root cause analysis on customer complaints. Conducted soft skill training for Phlebotomists.

Executed comprehensive audits with structured feedback loops and led daily performance review sessions with the QA team to benchmark quality outcomes.

Conducted call quality briefings, identified error patterns, and defined improvement roadmaps. Prepared detailed quality compliance reports for senior management.

Served as floor SME, mentored team members, and managed real-time escalation resolution. Handled high-priority escalation calls ensuring customer-first resolution.

Bachelor of Arts degree from Kanpur University, completed in 2013.

Completed I.T.I. in Refrigeration and Air Conditioning in 2013.