Quality Excellence Analyst - Augtech Nextwealth - Bhilai Nehru Nagar East
(2021-01)
Back Office Support Project
- Conducted PAN verification by cross-checking information across multiple government websites and official portals to ensure data accuracy.
- Utilized specialized verification tools to validate PAN details for target companies and individuals.
- Identified and escalated discrepancies, ensuring compliance with regulatory requirements and internal audit standards.
- Maintained detailed records of verification of outcomes for reporting and audit purposes.
- Collaborated with team members to streamline the verification process, improving efficiency and accuracy.
- Pulled reports from monitoring systems and prepared audit-ready datasets in Excel using advanced functions such as VLOOKUP, INDEX-MATCH, Pivot Tables, and Filters.
- Conducted PAN verification audits of data verified by agents across multiple government websites and portals, ensuring accuracy and compliance.
- Provided feedback to associates on errors and process improvements, maintaining high-quality standards.
- Organized and participated in monthly internal calibration calls with the team to ensure consistent audit practices.
- Raised clarifications with clients and managed client calls, prepared detailed reports on monthly data volume, audit coverage, error counts, and accuracy using conditional formatting and pivot analysis.
- Prepared PKTs twice a month using Microsoft Forms to assess knowledge, understanding, and track performance.
- Trained new joiners for 15 days on process and tools, conducted 100% audit of OJT data, and provided daily feedback and PKT sessions to ensure smooth onboarding and process adherence.
- Supported continuous process improvement by analyzing audit trends and recommending corrective actions.
Quality Excellence Analyst - Augtech Nextwealth - Bhilai Nehru Nagar East
(2021-01)
Trust and Safety Auditor
- Conducted audits to verify that user profiles were correctly marked as original or fake, ensuring authenticity and accurate tagging by associates.
- Prepared and validated audit sheets using Excel functions (VLOOKUP, IF formulas, Pivot Tables).
- Monitored accuracy metrics, maintained error logs, and provided actionable associate feedback.
- Analyzed weekly trends using conditional formatting to identify gaps and improvement areas.
- Generated monthly TQ/BQ reports and submitted accuracy and compliance reports (ISO documentation).
- Implemented process improvements by analyzing audit data and recommending corrective actions.
Quality Excellence Analyst - Augtech Nextwealth - Bhilai Nehru Nagar East
(2021-01)
Voice process Auditor
- Prepared audit data by extracting information from associates' sheets and consolidating it into audit sheets for detailed analysis.
- Conducted call audits on outbound calls, evaluating adherence to process guidelines and assessing metrics such as call duration, average time, and call quality indicators using IF formulas in Excel.
- Checked multiple quality parameters including interruptions, tone, empathy, probing, clarity, technical jargon, confidence, and information accuracy, ensuring comprehensive performance evaluation.
- Calculated total scores and accuracy by applying Excel formulas (SUM, IF) to markdown points and errors, and updated the daily and monthly accuracy trackers.
- Provided error feedback to associates through mails and tracked improvements in the audit system.
- Shared daily accuracy reports with the team and management to monitor performance and maintain transparency.
Process Executive Voice and Data - Augtech Nextwealth - Bhilai Nehru Nagar East
(2021-01 - 2022-12)
International Calling Experience
- Handled international customer calls with professionalism, accuracy and clear communication.
- Resolved customer queries related to orders, account issues and product concerns for global clients.
- Maintained high-quality standards by delivering accurate information and ensuring customer satisfaction.
- Managed both voice and chat interactions simultaneously while maintaining response quality.
- Followed process guidelines, documented call details, and ensured compliance with company policies.
- Demonstrated strong problem-solving skills by resolving escalations and complex international customer issues.
- Consistently met performance metrics such as AHT, CSAT, Quality and SLA adherence.
Process Executive Voice and Data - Augtech Nextwealth - Bhilai Nehru Nagar East
(2021-01 - 2022-12)
Trust and Safety
- Uploaded TL-provided data (CSV files) into production sheets and internal tools to execute daily tasks efficiently.
- Consistently meets daily production targets while maintaining high-quality standards.
- Recognized with monthly Quality Performance Awards for maintaining 99% accuracy in both internal and external audits.
- Acted as a buddy/mentor for new joiners, providing guidance, clarifying doubts, and assisting in side-by-side learning (side barging).
