Shahid Afridi

Seasoned Quality Analyst with 7+ years of professional experience across customer support, quality assurance, and process improvement in BPO, EdTech, and FMCG sectors. Started career in customer-facing roles and grew into quality functions through consistent performance, earning a promotion within 1.5 years. Skilled in auditing, Root Cause Analysis (RCA), calibration, CAPA, and 7 QC Tools.

Proficient in MS Excel for quality dashboards, KPI tracking, and performance reporting. Adept at collaborating with Operations, Training, and Leadership teams to uphold and improve quality standards.

Quality Analyst - ITC Limited (via CustomerShastra) - Bangalore, Karnataka

(2023-11)

• Conduct regular quality audits of processes and interactions to ensure adherence to SOPs and quality benchmarks.
• Perform Root Cause Analysis (RCA) on quality failures and implement Corrective and Preventive Actions (CAPA).
• Apply 7 QC Tools (Pareto Chart, Fishbone Diagram, Control Charts, Check Sheets, etc.) for problem identification and resolution.
• Conduct calibration sessions with team leads and operations to ensure scoring consistency and alignment.
• Prepare weekly, monthly, and quarterly quality performance reports and dashboards using MS Excel.
• Track and monitor KPIs — audit scores, error rates, CSAT, and SLA compliance across teams.
• Identify quality trends and recurring issues; present findings and recommendations to senior management.
• Collaborate with Operations, Training, HR, and Leadership teams to drive continuous quality improvement.
• Automate recurring quality reports using Excel Advanced Functions, Pivot Tables, and Power Query.

Quality Analyst (BPO) - Mojocare - Bangalore, Karnataka

(2022-10 - 2023-06)

Exit: Company Layoffs

• Audited customer interactions (calls/chats) to ensure compliance with quality standards and SOPs.
• Conducted RCA on recurring quality issues and shared actionable feedback with agents and team leads.
• Participated in calibration sessions to ensure scoring consistency across the QA team.
• Prepared quality dashboards and audit scorecards in MS Excel to highlight error trends and CSAT scores.
• Collaborated with Operations and Training teams to address quality gaps through targeted coaching.

Sales Quality Analyst - Unacademy - Bangalore, Karnataka

(2021-03 - 2022-09)

• Audited sales calls against quality parameters — script adherence, compliance, and customer handling.
• Applied Pareto analysis and fishbone diagrams to identify root causes of recurring sales quality failures.
• Conducted calibration meetings and feedback sessions with sales agents and managers.
• Prepared weekly and monthly QA reports shared with Sales Heads and Leadership.
• Maintained quality dashboards in Excel tracking CSAT, audit scores, conversion rates, and SLA compliance.

Quality Analyst (Promoted) - Aegis Limited (Teleperformance Group) - Jamshedpur, Jharkhand

(2019-08 - 2021-02)

Transitioned into the QA role based on consistent performance and process knowledge as a Customer Support Associate.

• Monitored and evaluated customer interaction recordings to assess quality, compliance, and agent performance.
• Conducted RCA on low-scoring audits and escalated patterns to the Operations and Training teams.
• Maintained audit trackers, QA scorecards, and performance logs using MS Excel.
• Participated in weekly calibration sessions with QA leads and floor managers to align on scoring standards.
• Provided structured feedback and coaching notes to agents to improve first-call resolution and CSAT scores.

Customer Support Associate - Aegis Limited (Teleperformance Group) - Jamshedpur, Jharkhand

(2018-01 - 2019-07)

• Handled inbound customer calls — resolving queries, complaints, and service requests within defined SLA timelines.
• Maintained high CSAT and first-call resolution scores, consistently meeting and exceeding performance targets.
• Documented customer interactions accurately in the CRM system, ensuring data integrity and compliance.
• Handled escalations with professionalism, de-escalating difficult customer situations effectively.
• Supported team leads with daily MIS reports and performance tracking using Excel.
• Trained and mentored new batch joiners on call handling processes, scripts, and quality expectations.

B.Sc. (Honours) - Bachelor of Science with Honours - Sahibganj, Jharkhand