Stephen V
Quality Analyst and Business Analyst
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About
Microsoft and Coursera-certified Quality Analyst and Business Analyst with nearly 5 years of experience in Amazon Selling Partner Support and Retail Operations. Skilled in quality auditing, root cause analysis (RCA), SOP compliance, and process improvement. Experienced in stakeholder communication, escalation handling, and Excel reporting. Built performance dashboards, mentored new hires, and met SLA, quality, and First Contact Resolution (FCR) targets in high-volume operations
Experience
Selling Partner Support Associate (Amazon SPS) at Sutherland Global Services (2023-01 – 2026-01)
- Audited support cases for quality and SOP compliance. Mentored 20+ new hires on process standards and best practices.
- Diagnosed recurring process gaps through root cause analysis (RCA) and updated SOPs to close them.
- Resolved seller issues involving listings, payments, account health, and policy compliance while collaborating with cross-functional teams over chat and email.
- Managed 50+ cases daily. Consistently met SLA, quality, and First Contact Resolution (FCR) targets with accuracy and confidentiality.
- De-escalated critical, high-severity cases and provided service recovery to protect seller and customer relationships
Cashier and Floor Staff at Reliance Retail (2021-01 – 2023-01)
- Delivered front-line customer service by resolving billing and product queries daily. Managed cash handling and POS operations accurately.
- Used SAP and Microsoft Excel to support backend sales operations and maintain merchandising standards across daily store operations.
- Mentored junior team members on service standards and POS procedures to improve overall performance.
Education
BSc in Computer Science – Vel Tech Ranga Sanku Arts and Science College
