Quality analyst
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Results-driven Quality Analyst with 3+ years of experience in quality assurance, audit management, and process improvement across international voice and non-voice processes.
Sigma (Yellow Belt) certified, with expertise in Root Cause Analysis (RCA), 7 QC Tools, and CAPA to close quality gaps and improve operational efficiency. Proven track record of maintaining 99%+ audit accuracy and mentoring new joiners to full productivity. Currently looking to grow into a Team Lead role, bringing strong coaching, calibration, and process-improvement skills to drive team performance.
Quality Analyst | Foundever India Pvt Ltd (OVO Energy – UK Process) | Jan 2025 – Present
Conduct quality assurance audits and compliance monitoring for a leading UK energy supplier. Execute 18 high-impact audits daily, evaluating 6,000+ customer interactions since January 2025 while maintaining strict alignment with global client SLAs. Apply 7 QC Tools, including Pareto Analysis and Fishbone Diagrams, reducing process defects by 85%.
Analysis (RCA) on recurring performance gaps and engineer preventive action plans (CAPA). Onboarded and mentored 24 new joiners through structured training and coaching. Support team efficiency reporting for a floor of 20-25 members, tracking performance, attendance, and hours. Facilitate cross-functional calibration sessions with Operations and Training teams. Maintain a 99%+ audit accuracy rating, recognized through monthly and quarterly leadership appreciation.
Customer Service Executive (Voice Process) | Sterling Holidays Resorts Limited | Jul 2023 – Oct 2024
Managed national and international customer queries end-to-end, ensuring timely resolution and high client satisfaction. Investigated and resolved process-related issues and escalations promptly. Collaborated with clients to deliver effective, business-aligned solutions. Drove prebuy revenue generation, consistently meeting assigned targets. Received the Spotlight Award (2023–2024) and multiple Certificates of Appreciation for performance.
Customer Service Specialist | SmarterBiz | Aug 2021 – Aug 2022
Conducted quality audits and monitored process performance, implementing measures to sustain high-quality service delivery. Identified and implemented process optimization strategies to improve efficiency and service quality. Developed process documentation and delivered training to ensure adherence across the team. Collaborated with clients to understand requirements and provide effective solutions.
MBA in HR & Finance
2022 – 2024
Postgraduate Degree, Zoology / Animal Biology
Jul 2018 – Jun 2020
B.Sc., Science
Jul 2015 – Apr 2018
12th, Science
St. Anthony's Convent Girls Inter College, Prayagraj
2013 – 2014
