Sinu Sank

Detail-oriented and quality-driven professional with 3.6 years of experience in voice and chat processes, including hands-on exposure to quality standards, auditing support, and customer handling. Skilled in communication (V6 level), process improvement, and performance analysis. Seeking to leverage experience into a Quality Analyst role to enhance service excellence and operational efficiency.

Quality Analyst (Chat & Email) - Radical Minds Technical Private Limited

(2025-12 - 2026-08)

• Managed high-volume customer queries via chat and email support.
• Ensured adherence to SOPs and client guidelines.
• Supported team leads in quality-related observations and feedback sharing.
• Contributed to reducing errors by highlighting process gaps.
• Maintained performance metrics aligned with business KPIs.

Quality Assurance Analyst - Mpokket Financial Private Limited

(2022-12 - 2025-10)

• Handled voice and chat interactions ensuring high customer satisfaction.
• Followed quality parameters and compliance standards in all interactions.
• Assisted in internal quality checks and audit preparations.
• Identified recurring customer issues and contributed to process improvement suggestions.
• Maintained accurate records of customer interactions and resolutions.
• Achieved consistent performance in CSAT and quality scores.

B.A - English Honours - V.M.Institution (2016-04 - 2020-08) Burdwan, West Bengal