Looking for a job

Yash Gurunani

@yashgurunani

I improve customer experience and sales quality through audits, coaching, root-cause analysis, and performance reporting.

India

Message

What I'm looking for

I'm looking to raise quality standards through detailed audits, actionable coaching, root-cause analysis, and practical process improvements that strengthen customer experience and team performance.

I'm currently improving sales and customer interaction quality at MarketStar for a third-party delivery platform, conducting audits, identifying gaps, coaching associates, and tracking corrective action plans.

Across Hexaware Technologies and IntouchCX, I've evaluated voice, chat, and email interactions, built dashboards and audit sheets, supported fraud prevention and financial-crime controls, and improved team Quality Score by 92% through coaching and real-time support.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Marketstar

Sep 2025 - Present (1 year)

Conduct quality audits of sales and customer interactions to evaluate adherence to quality standards and client requirements. Provide structured feedback and coaching to sales associates, perform root cause analysis, and prepare quality reports.

Quality Auditing Call Monitoring Feedback Coaching RCA Quality Reports KPI Alignment SOP Compliance

Quality Assurance Analyst

IntouchCx

Jul 2024 - Sep 2025 (1 year 2 months)

Monitored and evaluated customer interactions across voice, chat, and email to ensure compliance with quality standards and client KPIs. Conducted audits, provided feedback, and collaborated with operations and training teams to calibrate quality standards.

Quality monitoring Audit Feedback Coaching RCA SOP Updates Quality Reports Trend Analysis

Quality Assurance Analyst

Hexaware Technologies

Aug 2023 - Jul 2024 (11 months)

Proficient in real-time audits, providing responsive feedback, devising coaching plans, and conducting hurdles for process updates for Voice and Chat LOBs. Developed Bottom-Quartile Management Plan and filed Escalation Requests to optimize process improvements.

Quality Auditing Feedback Coaching Escalation Management Fraud Prevention Fincrime Audit Sheets Dashboarding Customer Satisfaction

Customer Service Associate

Hexaware Technologies

Mar 2023 - Aug 2023 (5 months)

Delivered prompt, empathetic, and solution-focused support to customers via phone, chat, and email. Resolved complaints related to orders, returns, payments, and deliveries, maintaining high CSAT scores.

Customer Service CRM Tools ECommerce Platforms Complaint Resolution SLA Adherence CSAT

Front Office Associate

Le Meridien

Feb 2022 - Feb 2022 (0 months)

Worked as Front Office Associate, developing customer service, communication, and guest handling skills. Also served as acting Duty Manager at times to support the team.

Customer Service Communication Skills Guest Handling SOPs Team Support