Kishan Sharma

I am a dedicated Quality Analyst with over six years in the BPO industry and three years focused specifically on quality assurance. I specialize in call evaluation, operational compliance, and driving customer satisfaction improvements.

At TaskUs and Teleperformance I conducted regular QA audits, monitored KPIs such as AHT, CSAT, and FCR, and used QA tools to document trends and escalate critical issues. I identify root causes and implement process improvements to reduce repeat failures.

I prepare daily, weekly, and monthly QA reports and build dashboards using Excel (VLOOKUP, pivot tables) and Google Sheets to track performance and support data-driven decisions. I collaborate with operations and training teams to calibrate standards and deliver targeted coaching.

I am completing a Bachelor of Commerce and communicate fluently in English and Hindi. I seek roles where I can apply structured QA, mentor agents, and deliver measurable improvements in service quality.