Akash Semwal

A confident, analytical, and service-oriented professional with over 3 years of experience in international customer support and quality analysis. Recognized for strong communication, process evaluation, and customer satisfaction skills. Seeking a Quality Analyst position in BPO/Customer Support to ensure services and interactions meet quality standards through monitoring, evaluation, and actionable feedback.

Dedicated to driving process improvements, enhancing customer experience, and supporting agents' performance growth.

Quality Analyst at Teleperformance (2024-06 – Present)

BPO Quality Team

• Monitored calls, chats, and processes to ensure adherence to quality standards and compliance requirements
• Provided detailed and constructive feedback to agents, driving improvement in communication and service delivery
• Analyzed customer feedback and quality reports to identify systemic issues and recommend process enhancements
• Collaborated with management to implement quality improvement initiatives aimed at improving CSAT, FCR, and service consistency
• Prepared client reports summarizing QA findings and highlighting areas for service enhancement

Technical Support Engineer at Teleperformance (2020-06 – 2024-06)

International Voice Process

• Handled international customer interactions with empathy and professionalism, resolving software/hardware concerns effectively
• Provided feedback to team members to ensure improved service quality and compliance
• Analyzed customer concerns and escalations to identify recurring issues and recommend corrective measures
• Consistently exceeded CSAT scores and maintained low AHT benchmarks
• Mentored junior team members, fostering service quality and efficient communication

Bachelor of Computer Applications in Computer Applications – Khalsa College

12th in Non-Medical – Luvdale Senior Secondary School

10th – Shri Ram Ashram Public School