pragya rawat

I am a results-driven Project Manager and Senior Quality Analyst with over four years of experience managing mystery shopping programs, quality audits, and client-facing projects. I consistently deliver on-time results while ensuring strict adherence to SLAs and brand standards.

I have led end-to-end execution of 15+ concurrent mystery shopping and audit projects, developed MIS dashboards, and produced analytical reports tracking compliance scores, auditor productivity, and turnaround time. My work reduced client reworks and escalations by 25% and improved audit accuracy and service quality by 20%.

I manage client onboarding, stakeholder communication, and act as the primary escalation point, while coordinating and mentoring field auditors and quality analysts. I also implement SOP enhancements and process optimizations to increase operational efficiency and shorten report turnaround times.

I bring strong competencies in project planning and execution, data analysis and reporting, quality assurance and compliance, and documentation. I seek to apply my experience to roles that value data-backed insights, operational excellence, and customer-centric quality programs.