Ankit Bhatt

Quality Analyst - Accenture

(2018-04)

Handled a team of 16–17 agents, owning quality, performance metrics, and compliance across the process.
Conducted end‑to‑end quality audits as per defined QA frameworks to ensure adherence to client and business standards.
Delivered structured, actionable feedback and coaching plans to improve individual and team‑level performance.
Managed team KPIs including quality scores, error trends, compliance metrics, and productivity indicators.
Performed detailed Root Cause Analysis (RCA) on recurring errors and performance issues; shared corrective and preventive actions with stakeholders.
Identified training gaps and partnered with Training and Operations teams to improve overall quality outcomes.
Prepared, analyzed, and presented quality dashboards during internal quality reviews and leadership discussions.
Represented the process in client quality calibration calls, addressing audit observations and providing data‑backed inputs and POVs.
Led New Joiner onboarding and training, tracked Month‑on‑Month (MoM) performance, and supported faster ramp‑up from the learning curve.
Acted as a mentor and escalation point, supporting agents with performance challenges and professional development.

Associate - Wipro

(2016-10 - 2018-03)

Resolved diverse customer inquiries via email, enhancing customer satisfaction and account accuracy.
Managed frequent mile adjustments and account updates, ensuring precise reward crediting.
Achieved a daily target by efficiently responding to 50+ customer emails, maintaining high productivity and service quality.

Project Coordinator - KJI International

(2014-11 - 2015-07)

Coordinated projects by receiving raw data from senior management and managing the workflow with third-party language translators.
Ensured accurate and consistent translation by performing rigorous quality checks aligned with defined quality standards.
Conducted desktop publishing (DTP) on translated files to maintain formatting and presentation quality across multiple languages.
Facilitated weekly conference calls with senior management to provide project updates and address operational challenges.

Project Coordinator - Lionbridge

(2013-07 - 2013-07)

Coordinated multilingual localization projects by managing end-to-end workflows between senior management and third-party language vendors.
Executed rigorous quality assurance checks on translated content to ensure linguistic accuracy, consistency, and compliance with industry standards.
Delivered precise Desktop Publishing (DTP) services to maintain formatting integrity and professional presentation across all language versions.
Facilitated weekly stakeholder meetings with senior management to provide project updates and proactively resolve operational challenges, enhancing communication efficiency.

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