Ashutosh Kamal
@ashutoshkamal
I manage client accounts, resolve escalations, and improve service quality across cross-functional teams.
IndiaWhat I'm looking for
At Etech Global Services, I manage a portfolio of 4–5 client accounts, serving as the primary contact for cross-functional stakeholders. I build client-facing dashboards and quality reports, lead root-cause analysis, and resolve escalations end-to-end.
Previously, I led eight Quality Analysts and improved team productivity by 25% through coaching, calibration, and structured feedback. My background in US voice-based BPO operations combines customer experience, SLA governance, process improvement, and stakeholder communication.
Experience
Work history, roles, and key accomplishments
Analyst III
Etech Global Services
Dec 2025 - Present (9 months)
Manages a portfolio of 4-5 client accounts, acting as primary point of contact for cross-functional stakeholders and building client-facing dashboards and quality reports. Leads root-cause analysis on quality issues and coordinates with teams to maintain SLA compliance.
Lead Analyst
Etech Global Services
May 2024 - Nov 2025 (1 year 6 months)
Managed a team of 8 Quality Analysts, driving a 25% improvement in team productivity through coaching, calibration, and structured feedback. Conducted audits and calibration sessions to maintain consistent service quality.
Quality Analyst
Etech Global Services
Aug 2022 - Apr 2024 (1 year 8 months)
Performed end-to-end quality audits on US voice processes to ensure consistent, compliant customer interactions. Built training simulations that improved new-hire onboarding effectiveness and reduced ramp-up time.
Education
Degrees, certifications, and relevant coursework
Coursera
Certificate, Web Development
Completed coursework in HTML, CSS, and JavaScript through Coursera.
Mahamaya Technical University
Bachelor of Science, Physics
2016 - 2019
Bachelor of Science in Physics from Mahamaya Technical University, Noida, completed in 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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