Rohit Gorai

Customer-focused Quality Analyst with 3+ years of experience in quality assurance, investigations, policy compliance, and customer support. Experienced in conducting case investigations, root cause analysis, documenting findings, handling sensitive escalations, and improving operational quality. Strong written and verbal communication skills with the ability to build trust, demonstrate empathy, and resolve complex customer issues.

Quality Analyst – Content Moderation - Genpact - Hyderabad

(2023-01)

• Conduct quality audits to ensure compliance with company policies and quality standards.
• Investigate complex customer cases and identify root causes using data-driven analysis.
• Accurately document investigation findings and provide actionable recommendations.
• Handle sensitive escalations while maintaining confidentiality and professionalism.
• Deliver structured feedback and coaching to improve agent performance.
• Collaborate with operations and leadership teams to drive continuous process improvements.
• Analyze quality trends and recommend corrective actions.
• Maintain audit reports, SOPs, and compliance documentation.

Fashion Consultant - Reliance Brands Limited - Hyderabad

(2022-07 - 2022-12)

• Delivered exceptional customer service by understanding customer needs and resolving concerns.
• Managed inventory, stock reconciliation, and operational reports.
• Ensured compliance with operational standards.

Bachelor of Arts (Honours) - English - Bundelkhand University (2017)

Higher Secondary - Commerce - South Eastern Railway School (2012)