Ashwin Kale

Results-driven Quality Analyst and Customer Support Professional with 8+ years of robust experience spanning Quality Assurance, Training, Technical Support, and Customer Service. Proven expertise across diverse sectors including Telecom, Healthcare, E-commerce, BPO, and Transcription projects. Demonstrated success in managing large-scale quality workflows, including executing 780+ BAU audits per month, training and coaching 50+ agents, and driving critical performance metrics (CSAT/DSAT, SLA compliance).

Adept at identifying process gaps and implementing targeted training frameworks to elevate team performance.

Quality Analyst at Cyfuture (2025-03 – 2025-07)

• Conducted 780+ BAU audits per month, consistently meeting and exceeding the operational benchmark target of 30 audits per day across omni-channel platforms (Voice, Chat, and Email).
• Coached, mentored, and developed a team of 50+ agents through structured performance feedback, tailored refresher sessions, and robust Performance Improvement Plans (PIPs) to boost team productivity and baseline scores.
• Spearheaded 5 certification programs and actively participated in 34 calibration sessions to ensure enterprise-wide evaluation consistency and strict adherence to internal quality standards.
• Built and maintained operational performance dashboards, executed Training Need Identification (TNI), and delivered specialized ABQ and PKT training modules.

Quality Analyst at Startek (2024-09 – 2025-01)

• Executed comprehensive Voice, Chat, and Email quality audits while strictly monitoring SLA compliance and key operational target milestones.
• Delivered targeted coaching and actionable feedback to agents, designing high-impact performance dashboards to transparently track team performance metrics.
• Participated in calibration sessions and designed refresher training modules to align frontline agents with standard client quality benchmarks.

Quality Analyst & Trainer at Viztar International (2023-10 – 2024-04)

• Dual-managed quality auditing workflows and frontline training initiatives, driving calibration activities and performance dashboard reporting.
• Designed and delivered structured certification programs and refresher training centered around TNI, ABQ, and PKT to enhance agent core knowledge bases.
• Supported ongoing organizational development through standardized, metrics-driven quality evaluation processes.

Freelance Transcriptionist at Ekitai Solutions (2020-06 – 2023-09)

• Transcribed complex, conversational audio files utilizing multimedia software and MS Word under strict freelance deliverables.
• Maintained exceptionally high quality scores and attention to detail in a self-managed, fast-paced work environment.

Customer Support Associate at Equinox (2018-08 – 2020-05)

• Provided high-tier B2B technical support for specialized healthcare software applications via phone, email, and chat workflows.
• Efficiently troubleshot technical issues, resolved critical client queries, and managed complex tier-escalations to maintain elite service level delivery.

Senior Associate at WNS (2017-03 – 2018-08)

• Delivered dedicated Amazon seller support, expertly handling high-priority customer escalations and ensuring merchant satisfaction.

Senior Consultant at Sutherland (2014-11 – 2016-07)

• Provided end-to-end technical support for telecom services, resolving network connectivity, accounts, and device issues for end-users.

Senior Consultant at Accenture (2013-09 – 2014-11)

• Delivered specialized healthcare provider support, managing complex industry regulatory workflows and sensitive B2B customer inquiries.

Bachelor of Arts in B.A. – University of Mumbai (2012)

Higher Secondary Certificate in HSC (2008)

Secondary School Certificate in SSC (2005)