Open to opportunities

Aman User

@amansaw

Record Retrieval & ROI - Quality Analyst | HIPAA Compliance | Call & Email Auditing | Process Improvement | BBA (Finance)

India

Message

What I'm looking for

I’m looking for a quality-focused role where I can audit and coach teams to meet HIPAA-compliant standards, improve processes with data dashboards, and drive measurable quality and CSAT outcomes.

I’m a Quality Analyst working in Quality Assurance / QA, where I audit email and call interactions to ensure 100% adherence to client requirements. I focus on performance excellence and compliance, maintaining a personal 98%+ audit accuracy rate while using Root Cause Analysis (RCA) to identify 20+ critical process gaps and drive updated training modules.

At Advantmed, I enhanced overall team quality scores by 15% within 6 months through targeted feedback loops and weekly refresher training. I also run one-on-one agent coaching based on audit findings, helping move 3 bottom-quartile agents to meeting their quality KPIs within one quarter.

Earlier at Teleperformance, I supported high-volume operations while achieving a consistent CSAT rating of 9.5/10 for 12 consecutive months. I’m driven by real-time guidance through live call barging and I build practical reporting with MS Excel to visualize performance trends and reduce daily reporting time by 20%.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance / QA

Current

Advantmed

Oct 2023 - Present (3 years)

Audits email and call interactions to ensure compliance with client requirements and uses Root Cause Analysis to identify critical process gaps and update training modules. Conducts one-on-one agent coaching, performs live call barging with near-real-time feedback, and creates daily/weekly MS Excel quality dashboards for management.

Quality Auditing Root Cause Analysis Agent Coaching Live Call Barging Excel Pivot Tables Data Reporting Feedback

Customer Support Executive

Teleperformance

Jun 2022 - Sep 2023 (1 year 3 months)

Handled high volumes of calls and chats while maintaining zero-error documentation in CRM. Served as a Peer Mentor to assist new joiners during nesting due to strong quality and CSAT performance.

Customer Support Chat CRM Tools Zero Error Documentation CSAT Peer Mentoring Time Management

Education

Degrees, certifications, and relevant coursework

Netaji Subhas University

Bachelor of Business Administration, Finance

2018 - 2021

Grade: 70.54%

Activities and societies: Career Edge – Knockdown the Lockdown (TCS iON). Coursework/certifications related to quality auditing, email & call monitoring, RCA, process improvement, HIPAA compliance, and MS Excel (Pivot Tables, VLOOKUP).

Earned a Bachelor of Business Administration (Finance) at Netaji Subhas University in Jamshedpur from 2018 to 2021, achieving 70.54%.