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Ankush Joarder

@ankushjoarder

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Senior QA specialist and Team Lead improving CSAT and SLAs while coaching high-performing customer service teams.

India

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What I'm looking for

I’m looking to lead QA and customer experience efforts where I can build scalable QA frameworks, improve CSAT/AHT and SLA/KPIs, and coach teams to consistently hit quality targets—ideally with data-driven reporting and a remote-friendly culture.

Results-driven Senior QA Specialist and Customer Experience Leader with 8+ years of progressive experience across gaming, telecom, and e-commerce industries. Proven track record in quality auditing, AHT/CSAT improvement, SLA/KPI management, and leading high-performance teams of 20–25 agents. Experienced in remote-first environments with expertise in VMware, JIVO, Creatio, and data-driven reporting. Passionate about building scalable QA frameworks that elevate customer satisfaction and agent performance.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Win Corps Pvt Ltd

Mar 2025 - Jan 2026 (10 months)

Provided remote customer support across chat and email, resolving client inquiries within company SLAs. Managed client accounts to ensure timely, accurate issue resolution.

Customer Support Chat Support Email Support SLA Management Client Management Ticketing CRM Tools Customer Service

Quality Control Specialist

Venson Ltd

Aug 2023 - Mar 2025 (1 year 7 months)

Conducted voice, chat, and email QA audits to ensure consistent adherence to quality standards. Produced weekly/monthly QA performance reports with trend analysis and delivered coaching to close skill gaps.

Quality Assurance Auditing Coaching Data Analysis Reporting Tableau Excel

Team Leader

Ienergizer IT Services Pvt Ltd

Mar 2022 - Aug 2023 (1 year 5 months)

Led and mentored 20–25 customer service representatives, improving performance through structured coaching and regular reviews. Owned KPI reporting to senior leadership and served as the primary escalation point to maintain high customer satisfaction.

Team Leadership Customer Service KPIs SLA Management Mentoring Coaching Customer Escalation Performance Reviews

Customer Service Executive

Ienergizer IT Services Pvt Ltd

Sep 2019 - Mar 2022 (2 years 6 months)

Delivered customer support via email and chat with consistently high CSAT performance. Managed account recovery, billing queries, and fraud investigations with compliance-focused handling and was a top performer for 9 consecutive months.

Customer Service CSAT Account Recovery Billing Support Fraud Investigation & Compliance

Technical Support Executive

Wipro Ltd

Apr 2018 - Jul 2019 (1 year 3 months)

Resolved technical issues for BT Broadband, Landline, TV, and Email by guiding customers through troubleshooting steps. Provided billing support and account management, maintaining high satisfaction through personalized, solution-focused interactions.

Technical Support Troubleshooting Broadband Support Billing Support Account Management Customer Communications Email Support Service quality