kushant Kumar
@kushantkumar
Senior Quality Analyst skilled in quality assurance, training, and process improvement.
IndiaWhat I'm looking for
I am a Senior Quality Analyst with progressive experience leading quality programs, training teams, and implementing process improvements across large contact-center operations. I have a proven record of conducting audits, creating customized scorecards, delivering training, running calibration meetings, and driving preventive actions that improve accuracy and reduce handling time.
I lead by example and consistently hit targets while guiding teams of twenty or more. I have been recognized with multiple client and internal awards for ideas, tool improvements, and sustained quality performance, and I seek a team-leader role that offers genuine progression and impact on operational excellence.
Experience
Work history, roles, and key accomplishments
Senior Quality Analyst
Vaco Binary Semantics LLP
Jan 2025 - Present (8 months)
Conducted audits of customer interactions and led defect-awareness and training sessions, implementing process improvements that reduced handling time and improved evaluation consistency across teams.
Senior Quality Analyst
Concentrix Daksh Service India Pvt Ltd
Jan 2022 - Dec 2024 (2 years 11 months)
Guided advisors in evaluating agent interactions, ran calibration sessions, and used scorecards to improve call handling and customer service metrics, driving consistent quality standards.
Senior Associate
Concentrix Daksh Service India Pvt Ltd
Jan 2018 - Jan 2022 (4 years)
Delivered training, analyzed performance metrics, and collaborated with management to refine customer support processes and improve team efficiency during process ramp-ups.
Education
Degrees, certifications, and relevant coursework
GGGGSIPU
BBA, Business Studies
2012 - 2015
Grade: 6
I did BBA, Guru Gobind Singh Indraprastha University (GGSIPU), Delhi | CGPA 60.16 | Relevant: Financial Accounting, Marketing, OB, Ops, Analytics
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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