Pragyanshu Tripathi

Customer Support Quality Analyst with 6+ years of experience across Engineering Operations and Customer Support Quality Assurance. Experienced in conducting ~110 Voice, Email and Chat quality audits monthly, managing quality for a 20-member support team, coaching advisors, delivering Product, Process, QA and Refresher Training, and participating in hiring and onboarding. Skilled in Quality Assurance, Customer Experience, Root Cause Analysis, SOP development, stakeholder management, reporting, and continuous improvement.

Senior Customer Support Quality Analyst - Signify Innovations India Pvt. Ltd. (On Payroll: Quess Corp Ltd.)

(2024-12)

• Conduct approximately 110 quality audits every month across Voice, Email and Chat channels.
• Own end-to-end quality assurance for a 20-member customer support team.
• Deliver Product, Process, QA and Refresher Training; trained approximately 25 agents.
• Provide structured coaching, feedback and performance improvement plans.
• Track and analyse CSAT, NPS, AHT, SLA, Compliance and CES using Medallia, Salesforce and GladMinds.
• Lead calibration sessions and perform Root Cause Analysis (RCA).
• Develop SOPs, audit guidelines, QA documentation and management reports.
• Automate quality reporting using Microsoft Excel.
• Partner with Operations and Training teams on quality improvement initiatives.
• Participated in interviewing and hiring approximately 15 customer support professionals.

Engineer | Samruddhi Mahamarg Highway Project - Megha Engineering & Infrastructures Ltd. (MEIL) - Nagpur

(2019-05 - 2024-11)

• Collaborated with cross-functional teams to identify and resolve technical issues.
• Worked directly with clients to understand requirements and provide technical guidance.
• Troubleshot equipment to minimize downtime.
• Prepared technical reports, analysis reports and project conclusions.
• Maintained engineering documentation and quality standards.
• Coordinated with stakeholders to support successful project delivery.

Bachelor's Degree - APJ Abdul Kalam Technical University (2019)