Mukul Sharma

Quality Analyst with 2.5+ years of experience in quality auditing, call and chat monitoring, process improvement, calibration, RCA, SOP compliance, and customer service across Logistics and Telecom domains. Skilled in delivering actionable feedback, maintaining quality standards, and driving operational excellence.

Quality Analyst at KV Marketing & Solutions (2025-10 – 2026-05)

• Conducted quality audits based on SOPs and KPIs.
• Performed RCA for booking cancellations.
• Identified compliance gaps and improvement opportunities.
• Prepared QA reports and coached teams.
• Worked with Australian & New Zealand logistics clients.

Quality Analyst at EClerx Services (2023-12 – 2025-10)

• Audited calls and chats for Rogers Canada.
• Delivered coaching feedback.
• Participated in client calibrations.

Customer Support Executive at Teleperformance (2022-12 – 2023-11)

• Handled Samsung customer support via calls and chats.
• Maintained SLA and quality benchmarks.

Bachelor of Engineering in Computer Science – Chandigarh University (2020)

Senior Secondary (2016)

Matriculation (2014)