Open to opportunities

Pulkit User

@pulkituser1

3 years Canadian work experience in BPO & retail | Seeking remote QA & Customer Support roles | Open to US, Canada & Europe

India

Message

What I'm looking for

I’m looking for remote Quality Analyst, Call Auditor, or Customer Support QA work where I can audit calls/chat, enforce SLA and script compliance, and coach teams using clear escalation documentation. I’m open across the US, Canada, and Europe.

Customer experience and quality-focused professional with 3 years of Canadian work experience across BPO and retail leadership. Delivered Tier-1 technical support at Teleperformance, Toronto, adhering to structured SLAs and quality benchmarks, and led shift operations at Canna Cabana, Thunder Bay, overseeing compliance monitoring, staff coaching, and incident documentation. Holds a BS in Computer Science from Lakehead University, Canada. Currently based in India, seeking remote Quality Analyst, Call Auditor, or Customer Support QA opportunities with US, Canadian, or European organisations. Well-versed in North American professional standards and adaptable across time zones. Proficient in leveraging advanced AI tools, including ChatGPT and Claude, to enhance productivity and streamline daily workflows.

Experience

Work history, roles, and key accomplishments

Retail Shift Lead

Canna Cabana

Mar 2023 - May 2025 (2 years 2 months)

Supervised day-to-day store operations, coached staff on POS usage, and enforced service procedures and security standards. Responded to technical incidents (POS, payment terminals, scanners, printers), documenting faults and resolutions and maintaining accurate transaction and incident logs.

POS Peripheral Troubleshooting Real Time Issue Resolution

User Support Advisor (Tech)

Teleperformance

Oct 2022 - Mar 2023 (5 months)

Provided Tier-1 technical support via phone and digital channels while adhering to scripts, SLAs, and quality benchmarks. Diagnosed application, login, and system-access issues, categorized and routed tickets accurately, and wrote structured escalation notes to prevent repeat contact.

Tier 1 Support Login System Access Issue Resolution Ticket Classification & Routing SLA Performance Metrics Recurring Issue Identification

Sales Associate

American Eagle

Aug 2019 - Dec 2019 (4 months)

Handled sales transactions, returns, and inventory updates using internal systems with accuracy and speed. Delivered professional customer communication while resolving transaction-related queries.

Returns Inventory Customer Communications