Quality Analyst – Sales (EdTech) - Regenesys Institute of Management
(2023-10 - 2026-03)
- Monitor and audit outbound sales calls to ensure quality, compliance, and effective communication.
- Evaluate agents on parameters like objection handling, follow-ups, and customer engagement.
- Provide structured feedback and coaching to improve sales performance.
- Handle OJT batches and support new hires during training.
- Audit NHT batches (South Africa) for process and quality adherence.
- Perform CRM hygiene checks to ensure accurate lead tagging, updates, and tracking.
- Monitor lead pipeline to identify missed, unassigned, or delayed leads.
- Track whether agents are responding to leads within defined timelines.
- Review CRM records to ensure notes, lead status, and follow-up dates are properly updated.
- Check if scheduled follow-ups are completed and highlight gaps.
- Identify leads that are inactive or not contacted for a long time.
- Detect incorrectly closed or wrongly marked as "Not Interested" leads.
- Review sample call/WhatsApp/email interactions to ensure proper communication with leads.
- Escalate missed or unattended leads to the concerned stakeholders.
- Conduct RCA on low conversions and poor lead handling.
- Prepare and share daily audit reports on lead handling and identified issues.
- Identify process gaps and suggest improvements in lead management.
- Participate in calibration sessions to maintain audit consistency.
Content Moderator - Accenture Solutions Pvt Ltd
(2017-05 - 2023-06)
- Reviewed and moderated online content as per privacy policy and SOP guidelines.
- Identified and removed malicious or non-compliant ads/content impacting user experience and platform safety.
- Ensured content did not violate user privacy, security, or platform standards.
- Maintained accuracy and consistency while meeting defined TAT.
Annotation Associate - Accenture Solutions Pvt Ltd
(2017-05 - 2023-06)
- Performed content review and data tagging similar to moderation tasks.
- Categorized and labeled data as per guidelines to maintain quality standards.
- Ensured accuracy and consistency across reviewed content.
Quality Auditing Associate (IJP Promotion) - Accenture Solutions Pvt Ltd
(2017-05 - 2023-06)
- Audited work done by content moderators for accuracy and policy adherence.
- Evaluated whether content decisions were correctly taken as per SOP.
- Identified errors in moderation (missed, incorrect, or over-removal of content).
- Provided feedback to moderators to improve decision-making quality.
- Conducted RCA on quality errors and shared improvement insights.
- Maintained audit reports and shared performance summaries.
- Participated in calibration sessions to ensure audit alignment.
Senior Customer Service Associate - Transcontinental E-Services
(2014-12 - 2016-08)
- Managed inbound calls and booking coordination.
- Ensured compliance and profile updates.
- Implemented process improvement suggestions.
Customer Service Representative (Vodafone Webchat) - Hinduja Global Solutions
(2012-02 - 2014-11)
- Handled webchat queries and billing concerns.
- Assisted sales teams in achieving product upsell targets.
- Maintained high customer satisfaction standards.
