Shivsaugat azad
@shivsaugatazad
I improve insurance service quality through audits, root-cause analysis, coaching, and customer issue resolution.
IndiaWhat I'm looking for
I've supported insurance operations at Concentrix Corporation for over nine years, improving customer service quality, policy processing, and issue resolution.
As a Senior Quality Analyst, I conducted daily insurance-processing audits, delivered coaching to customer service representatives, and presented root cause analyses to drive corrective actions. I improved audit accuracy by 20% in six months through targeted training and real-time coaching.
I also published weekly quality and customer satisfaction reports, led metric-review huddles, and ran refresher training based on audit findings.
Previously, I provided end-to-end support to policyholders, processed policy changes and tax documents, coordinated document verification with brokers, and maintained SLA and data privacy compliance. I use Outlook, Citrix, SAP, Excel, CRM software, and audit tools to keep customer requests accurate and timely.
Experience
Work history, roles, and key accomplishments
Conducted daily quality audits of insurance processing to ensure accuracy and customer satisfaction standards. Delivered coaching and feedback to customer service representatives, prepared root cause analyses, and improved audit accuracy by 20% in six months.
Delivered end-to-end customer service support for policyholders, handling documentation and processing requests. Responded to inquiries via Outlook and internal systems, issued tax documents, processed policy changes, and maintained SLA adherence.
Education
Degrees, certifications, and relevant coursework
Magadh University
Bachelor of Commerce, Commerce
Bachelor of Commerce (Hons) degree from Magadh University, Bodhgaya.
DAV Public School
Intermediate, General Studies
Intermediate (CBSE) from DAV Public School, Gaya, Bihar.
Satabdi Public School
Matriculation, General Studies
Matriculation (CBSE) from Satabdi Public School, Gaya, Bihar.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Skills
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